Great customer experience happens by design, not by accident.
Let us help your company define, design, and deliver
great customer experience.
As experts in service design, customer experience, and strategy, we are available for speaking engagements, consulting, and workshops.
How We Can Help You
Through speeches, executive briefings, and workshops, we can bring ideas that help you transform your customer’s experience and power your business forward. We’ll show your group how The Five Principles of Service Design identified in Woo, Wow, and Win can deliver on your value proposition by connecting your strategy to the real-life experience of your customer.
Drawing on deep research and examples from industries as diverse as airlines and brokerages, hospitals and hospitality, consulting and construction, we show how to apply The Five Principles of Service Design in ways that uniquely fit your strategy. And because customers are as much a part of your business as your employees are, we demonstrate how to enlist customers as collaborators in your success, and use service design to set their expectations—and meet them in every interaction, in every channel, every time.
What we offer:
- Energizing keynotes that show how to make dramatic gains in customer experience
- Seminars and webinars that probe deeply into the principles and practical impact of service design
- Tools and exercises that reveal your Value Proposition Archetype, so you can design your business to find and serve the customer that’s right for you
- Workshops that create a Customer Experience Report Card for you and your competitors, then devise projects that will woo, wow, and win customers
Sample Speaking Topics
Empathy, Experience and Expectations in the Age of Digitization and AI
Customer Experience: The Next Battleground in the Service Economy
Discover Your Archetype: Define and Deliver Your Value Proposition
What’s the essence of your value proposition? Is your company a Trendsetter? A Bargain? A Classic? A Specialist? Understanding who you are is an essential step in designing experiences that delight customers and please shareholders. We’ll show you how to discover your service design archetype and put it to use.
Design Secrets of Master Service Innovators: Learn from the "Wizards of Ahhs"
Customers crave the “Ahh moment”—when they breathe a sigh of relief because they know they are in good hands. Discover what businesses like Warby Parker, Dunkin’ Donuts, Ryanair, and Edmunds.com know about innovation in services, and how your company can apply this knowledge to create new experiences for customers,
Why the Customer Isn’t Always Right: Finding the Right Customer for You
The Customer’s Knowledge Journey: What Does Your Customer Know About You?
American Marketing Assn. (Cincinnati, OH)
Aquarion Water Company (Bridgeport, CT)
BuzzFeed (New York, NY)
DeSantis Breindel (New York, NY): Webinar – Find Your Wow: Bring Your B2B Brand to Life
DeVries Global (New York, NY): Service Design, Strategy, and the Art of Customer Delight
Institute for Innovation in Large Organizations (New York, NY; Columbus, OH; Seattle, WA)
Intercorp Innovation Festival (Lima, Peru)
KM World (Washington, D.C.)
National Minority Supplier Development Council (Chicago, IL): Using Service Design to Create Stronger Partnerships
Professional Services Growth Alliance Spring Roundtable (New York, NY)
Thought Leaders in Business (New York, NY)
Weber Shandwick (New York, NY)
Association of Management Consulting Firms (Boca Raton, FL): Small Consulting Firms Leadership Retreat