Experienced Consulting
We don't just offer ideas, we bring you proven solutions that work in the best-of-the-best organization. Let us help you from analysis & design to implementation & sustainment. We work to help organizations transform.
Professional Development
From leadership improvement, employee engagement, customer service excellence, change management, innovation, team building & more. From keynotes to one-day events, to entire curriculums.
Benchmarking Programs
Would you like to see excellence in action? Our World Class Benchmarking programs visit best-in-business organizations where you can gain first-hand insights and apply them in your organization. Join us!
"We offer the solutions the best CEOs are not sharing."
Explore Our Programs
Find the Right Program for Your Business and Goals
Leadership Excellence
No organization is successful without leaders throughout the operation consistently drive the strategy. Leaders are the catalysts of behavior and are vital to building your customer service strategy. We study various leadership roles and approaches. We especially emphasize the role leaders play in delivering results and doing so by effectively working with others. We’ll emphasize the role leaders play in engaging others to accomplish the work.
Employee Engagement
We see employees as important "internal" customers who are critical to the organization's success. Therefore, we create a customer-centric culture of accountability where clear expectations, developmental feedback, and making performance matter play a key role. From selection and on-boarding to reward & recognition, we focus on engaging employees. It's our formula for sustainably delivering a great customer experience.
The Customer Experience
Customer service, while critical in and of itself, is not the entire solution. We emphasize the entire customer experience and its impact on your bottom line. Our compass for understanding customers provides thought leadership and insights you can't find elsewhere. Our approach to delivering the customer experience is centered on building those nets that create and sustain great customer loyalty over the long haul.
Lead With Your Customer, 2nd edition will guide your team with detailed benchmark practices followed by all best-in-class organizations. With implementation tips and case studies on how to effectively engage each “customer” —internally, as you engage your employees and build your organization’s culture, and externally, as you engage your customers and build your brand. For this second edition, we include fresh, cutting edge examples from organizations including IKEA, Harley-Davidson, Southwest Airlines, Ritz-Carlton, MD Anderson Cancer Center, and, of course, Walt Disney.
Please order your copy today at Amazon, and get tips on how to lead with your customers and take your business to the next level. We are eager to hear your success stories and feedback! Click here to read more!
Healthcare
No time for fads or academic theory. Get real solutions for Health Care Reform, Managed Care, HCAHPS, Patient Satisfaction and much more. Get the best solutions for your operation.
Government
World Class Benchmarking has helped transform federal, state, and local entities (six of the Top Ten Best Places to Work in Government) in taking them to new levels of performance.
Banking
A superb customer experience is what the front line must bring to the bottom line when it comes to the competitive fianancial services market. We emphasize a high-tech/high-touch approach.
Hospitality
We have had the privilege of associating with some of the biggest names in hospitality in bringing solutions to thousands of employees. We can do it for you, whether you're big or small.
