Services

Our Process: Our team is available to consult, support, and partner with organizations that seek to change their culture from the top down with a positive outlook that uplifts employees, leaders and customers. Working with your leadership team, CHI can customize programs to cultivate happiness while providing the knowledge and tools for change.

Learning Session

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8-Point Assessment

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Implementation Plan

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Metrics

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Ongoing Mentoring

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Workshops

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One Day Session

Our transformation process begins with review and education of the eight pillars of the Customer Centagon and the principles of customer centricity with your leadership team and or employees. Our methods are tailored to your team’s preferred approach to learning and will include:

Methodology of delivery:

Interactive lecture
Team learning activities
Case studies
Video
Discussions

Deliverables:

75 new customer centricity concepts
Complete understanding of the principles of customer and employee happiness

Our team will go through an assessment process gathering information and insight in the areas of the 8 Pillars. We will create a gap analysis to form 3 key initiatives that will have the highest impact.

8 Pillars of the Customer Centagon

Leadership actualization
Customer learning
Employee engagement & self-directed work teams
Customer centric metrics
IDID Model Customer Segmentation and Customization
Systems alignment and approach
Enhanced customer experience and journey
Cultural transformation

Tools and methodology:

Interviews with leaders
Online Educational Assessment
- Fact and researched based concepts-i.e. Gallup Q12, Books: Experience Economy by Pine & Gilmore, Managing Customer Relationships by Peppers and Rogers
- 55 statements within the 8 Pillars of Customer Happiness which are explained in the assessment
- Clients rate their current organizational status through a 4- level grading rubrics
Meetings with employees
Review of digital assets
Customer journey mapping

Deliverables:

Customer Centagon score results
Gap analysis with 3 targeted areas of the largest opportunities for increased customer and employee happiness in order of priority
Report with recommendation

One Day

We will deliver a strategic actionable plan for the 3 suggested changes, furnishing a customized Gantt Chart for your organization with all the supporting details.

We will work with your leadership team and train them on the tools needed to take immediate action starting with the high impact initiatives.

Tools and methodology:

Journey mapping
Fish Bone analysis
Team charter
Iceberg model
Progression of Economic Value
Experience Realms
Process mapping

Deliverables:

Strategic plan
Customized suggested check list for “should change” actions for increasing customer happiness
Detailed Gantt chart for actions of each of the 3 initiatives
3 Suggested self-directed work team projects to implement improvements for happier customer with 3 team charters
Company branded tools for the organization to utilize

Metrics

Our team can help consult and create employee- and customer-engagement surveys, guiding your organization on how to gauge Customer Lifetime Value (CLV). There are many tools and methodology in measuring employee and customer engagement and the CHI teams is always researching in this area. There are tools available on social media channels that our team can consult or implement.

Tools and methodology:

Traditional online survey tools
Net Promoter Score
Focus groups
Social media surveys and feedback
360 techniques

Price: Customized

TBD hours/month

We spearhead and manage implementation of changes through an ongoing mentoring process, with monthly meetings to assess progress, provide tools, and feedback. Our team will use principles of project management to help clients manage their initiatives. This service is flexible for any scope or budget and at each meeting there will be progress in achieving the goals of the plan.

Tools and methodology

Gantt chart
RBS-Requirement Breakdown Structure
Resource breakdown structure
ASANA

1-3 Days

CHI can customize workshops for your organization’s leaders and/or employees that integrate customer centricity precepts with facets of the organizational plan. The aim is to support and empower employees to launch and execute the Customer Centagon principles that we have developed.

Goals of the workshops:

Educate the employees and or leadership team on their role with staging the customer experience
Inspire with shared visions
Team building
Understanding of self-directed work teams
Full understanding of customer centricity
Brainstorm on what needs to be improved

Tools and methodology:

Interactive lecture
Team learning activities
Case studies
Video
Discussion