Mastery Customer Experience Package

$1499

Per Month, 1yr contract
  • pricing is based off of an avg. of 18 hrs/month of work
    and is Ideal for small-to-medium organizations that want to improve the customer experience for:
  • multiple locations or business units
  • Multiple product lines or services
  • Multiple types of customers
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Make the right decisions


Focusing on what your customers' value provides direction that removes all guesswork from your decision-making process on how and where to invest your time and money.
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Get what you’re worth


Creating exceptional experiences means you don’t compete on price.
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Deliver what you promise


High expectations and a wide range of choices for customers emphasize the need for you to deliver a superior experience every time.

What You Can Expect

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Flexibility



We understand that your business doesn't run on our schedule. We are flexible with our time to meet with you when it suits your schedule, regardless of the time of day, or day of the week, our office or yours.
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Collaboration



You know your business far better than we ever will. We collaborate with you and your team to facilitate practical changes designed to provide the best solutions to fit your business. We don't believe in one-size-fits all solutions.
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Not Another "Add-on"



This program doesn't add more strain to your resources. Understanding your customer and employees' perspectives complements and accelerates your existing agendas by improving efficiencies and validating your decisions.
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Profit Through Love



You don't have to add a single new customer to reap the benefits of this program and grow your bottom-line. We help you increase retention rates, increase share-of-wallet and achieve maximum return on investment on your customer experience efforts.

Program Outline

The Customer Experience Program provides your organization with continuous progress. Each month, we work with your team to design, develop, and implement your Customer Experience Strategy.
 

Month 1

Understand You & Your Business

  • Key Stakeholder interviews

  • Employee kick-off event

  • Implement surveys - customers, employees, management

  • Develop your Business Case

  • Implement Employee Feedback Portal
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Month 2

Understand Your Employees

  • Gather survey results

  • Analyze survey results

  • Present and review survey results

  • Management interviews

  • Employee Interviews
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Month 3

Understand Your Customers

  • Customer interviews

  • Define customer personas

  • 5 Dimensions of Customer Experience Benchmark

  • Customer data analysis

  • Customer segmentation
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Month 4

Visualize Your Customers' Journey

  • Create Customer Empathy Maps

  • Customer Journey Map Workshop

  • Digitize Journey Maps

  • Review Journey Map insights
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Month 5

Create Your Roadmap For Success

  • Gap analysis

  • Current State analysis

  • Create Customer Experience Roadmap

  • Review Roadmap

  • Complete Business Case

  • Review Business Case
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Month 6

Visualize Your Current Customer Experience & Validate

  • Employee Feedback Session

  • Experience Blueprint Workshop

  • Digitize Blueprints

  • Review Blueprint insights

  • Contextual research (external)

  • Contextual Research (internal)
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Month 7

Prioritize & Begin To Design An Improved Experience

  • Prioritization Workshop

  • Ideas Workshop

  • Design prototypes

  • Implement tests
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Month 8

Test New Ideas With Customers & Employees, Refine & Implement

  • Measure prototypes

  • Review

  • Iterate

  • Implement Widely
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Month 9

Continue To Improve Your Customer Experience & Manage Change

  • Prioritization Workshop

  • Ideas Workshop

  • Design prototypes

  • Implement tests
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Month 10

Test New Ideas With Customers & Employees, Refine & Implement

  • Measure prototypes

  • Review

  • Iterate

  • Implement Widely
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Month 11

Continue To Improve Your Customer Experience & Manage Change

  • Prioritization Workshop

  • Ideas Workshop

  • Design prototypes

  • Implement tests
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Month 12

Choose The Best Ideas, Implement Widely, & Celebrate Progress

  • Measure prototypes

  • Review

  • Iterate

  • Implement Widely
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Contact Us To Learn More About The Mastery Customer Experience Program

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