Great customer experience happens by design, not by accident.
Let us help your company design and deliver
a great customer experience.
We are experts in the field of service design and strategy, and are available for speaking engagements and consulting.
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 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.
How we can help you:
- 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.
Design Secrets of Master Service Innovators: What You Can Learn from the “Wizards of Ahhs”
Why the Customer Isn’t Always Right: Finding the Right Customer for You
Discover Your Service Archetype: Designing and Delivering Winning Customer Experiences
The Customer’s Knowledge Journey: It’s not enough to know your customer. You can serve them better if you leverage what customers know about you.
Managing Customer Expectations in the Age of Automation, the Gig Economy, and the Internet of Things
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