Products & Services

Products & Services

Assessment

Customer Journey Mapping (CJM)©sm

Drawing on PCI’s vast library of Customer Expectations research over the years across multiple industries, the Customer Journey Mapping or CJM is PCI’s flagship product. Employing some 100 individual data points, the CJM measures customer happiness at 5 “critical key Experience points” in the Customer Decision Journey – Consideration, Evaluate, Buy, Enjoy and Bond – giving leaders a comprehensive view of the Customer Experience versus a single point snapshot.

Customer Experience Assessment (CEA)©sm

In addition to incorporating standard industry assessment tools like Net Promoter Score (NPS), our flagship product, is a standard format audit of over 75 proprietary metrics which directly answers a Client’s question: How good of an Experience are we delivering to our Customers today?

Talent Engagement Assessment (TEA)©sm

Provides a quantitative standard audit of over 100 proprietary data points as to an organization’s Employees (Talent) satisfaction with the values – partnership, quality, advancement opportunities, et. - that organization shares internally addressing the question: Where are we succeeding most with our company’s shared values?

Sales Event Decision Assessment (SDA)©sm

A quantitative analysis using over 75 distinct metrics to sample a recent group of unique Sales Decisions in order to better understand reasons both for an individual Event’s success as well as “patterns” - pricing, value, brand message, etc. - gleaned from that total group of Events useful to improve a company’s “success or win-rate” in Sales Opportunities going forward. Bottom line, in general, why are we losing and winning sales deals today? This product is based directly on PCI’s best-selling business book: Sellers Edge, as is the Best Sales Prospect below.

Best Sales Prospect Profile (BSP)©sm

Takes findings directly from the SDA above to assemble a detailed “Best Sales Prospect Profile” providing answers to the Sales organization for such questions as: When we “win” a sales deal, what discreet aspects – price, value, etc. - as a group were Prospects looking for? How far along the Sales Decision Journey – early, middle ) generally were they when they picked us?

Company Culture Profile (CP)©sm

Directly reflects the BSP above taking the “old saw” that, all being equal, “people who count paper clips usually like doing business with partners who also like to count paper clips” - it really is true! These Company Cultures are also explored in detail in the same Sellers Edge book.

Market Opportunity Assessments (MOA)©sm

Metrics-based assessments of individual market sectors or product opportunities a client might want to explore. Usually, such assessments uncover real “sales leads” as a result!

Skilling

Customer Experience Movement Today©sm

Because just basic customer service is no longer enough, research has found that experiences are the foundation for future economic growth. This learning course informs participants about the evolution of the customer service movement, the drivers of the new customer experience phenomena and where it’s headed in the next few years.

World Class Communications Skills©sm

Listening, empathizing, agreeing, positivity. All critical skills needed to affectively with today’s customer. This skilling module provides participants with real-life examples, role-playing exercises and and visual cues to help develop and practice world-class communications skills based on the latest behavioral psychology research.

Critical Thinking and Problem Solving©sm

No longer taught for the most part in higher education, the very important skills of critical thinking and problem solving – each fundamentally different from each other – are defined in detail in this learning module. Next, effective time-tested methods are introduced for applying both techniques in today’s workplace. Finally, real-world examples, actual case studies and virtual role play sessions provide participants with the keys to being successful in applying both techniques.

Handling Difficult Situations©sm

Based in present day behavioral research, module participants learn about the specific skills required to address, for example, an unhappy or complaining customer. Most importantly, the proven ways for de-escalating the emotions in such an event. First listening, then empathizing followed by resolution suggestions are all techniques designed to bring difficult situations to a resolution. Again, real-life case studies and role play are a part of this learning course.

Strategy

…first provide a company with a “map” of their existing Customer Decision Journey beginning with a “Sales Prospect” who considers, evaluates and then makes a decision to “buy” from that company, each being “an experience opportunity moment”.

Once a “Customer”, those “opportunity moments” expand to include enjoying, bonding and advocating for the company’s products plus buying additional products and services.

The Plan includes strategies and tactics to implement and end-to-end Customer Experience highlighting customer value delivery opportunities at every step, as well as timing.

Podcasts©sm

…are fresh new topical audio programs on current customer experience topics – I.e., post covid strategies, etc. - typically employing a one-on-one interview format with notable industry executives and usually lasting around 30 to 40 minutes. Our Podcasts are constantly being replaced on a regular basis.

Articles©sm

…are short very topical pieces usually published on popular social platforms like LinkedIn. Recent articles have touched on new brand promises like Trust and Inspiration, along with the usual what-are-we-doing-post-Covid,

…is a comprehensive plan centered around a new organization’s existing company culture aimed at growing their business by attracting the right talent – employees – as well as customers the company has the best chance of winning as sales prospects.

…assists companies who have been around for several years implement a re-fresh or renewal of their original brand promise in order to ignite new growth in their customer base for the next chapter of company success.