Let us help your company define, design, and deliver
great customer experience.
As experts in service design, customer experience, and strategy, we’re available for speaking, consulting, and workshops.
How We Can Help You
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.
Customers are as much a part of your business as your employees are. We’ll demonstrate how to enlist customers as collaborators in your success, and show you how to 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 where you’ll create a Customer Experience Report Card for you and your competitors, map your 4-D Customer Journey, and 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
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 is always right” isn’t a strategy, but shopkeeping etiquette from the first part of the twentieth century. Strategic customer-centricity starts by understanding whom you want to serve then designing the experience and organization that will attract them, delight them, and keep them.
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
To inquire about speaking opportunities with Patricia and Tom, contact our agent, Matthew Jones, at Leading Authorities, Inc.
Phone: (202) 783-0300 or by email at [email protected]
CONSULTING & WORKSHOPS:
To inquire about consulting and workshops, email us at [email protected]