Custom Consulting

The bread and butter of our business is custom-designed management consulting projects that solve specific problems or create transformations for our clients. We help clients to get better business results by improving customer, partner, or employees services and experiences.

Clients hire us either because they have a problem that needs an immediate diagnosis and solution, because they want to get ahead of potential problems, or because their business is in need of a revolutionary change.

Clients hire us because:

  • they have a problem that needs an immediate diagnosis and solution
  • they want to get ahead of potential problems, or
  • their business is in need of a revolutionary change.

Each project we do is designed especially for each client. Please contact us to discuss how we might help you

Recent Projects

  • Partner Program Design: Designed an improved partner and reseller program for a large B2B software company to ensure partner loyalty, drive revenue, and improve partner and end customer satisfaction
  • Customer Success Strategy: Designed, planned, and launched marketing, training, and support processes for a new consumer healthcare device for kids and their parents to ensure sales, adoption, use, and positive health outcomes
  • Implementation Improvement: Transformed a large software vendor’s SaaS implementation process to improve the end customer experience, the employee experience, and shorten time-to-revenue by 4 months
  • Product and Experience Redesign: Diagnosed barriers to customer loyalty, adjusted and redesigned the existing product portfolio, customer experience, and marketing efforts to improve customer retention and revenue growth with a 3 year roadmap
  • Supply Chain Partner Experience Improvement: Optimized the human experience for suppliers in a critical supply chain in order to ensure supplier satisfaction, loyalty, and supply chain continuity
  • Internal Enterprise Roll Out Planning: Analyzed employee needs and adoption styles and designed a successful strategy and 6 month roadmapĀ  to roll out of an essential global HR application across an enterprise with multiple employee segments with varied technology skill sets and work environments
  • Patient Experience Design for Drug Launch: Researched, designed, and planned for the US launch of new biologic injectable for an entrenched and resistant patient base

Specialties

Strategy – Creating new strategies or enhancing existing strategies for services, products, new market entry, programs, and experiences; developing corresponding launch, roll out, management, and measurement plans for internal and external audiences

Product + Service Innovation – Defining service and product strategies, designing and conducting innovation research, and designing new products, services, or features. We work with teams to define customer requirements and plan the product development roadmap. Additionally, we serve as trainers and coaches for existing teams that just need a little more direction or expertise.

Customer Success Strategies – Designing new or troubleshooting and repairing existing customer service, loyalty, experience, and success offerings across channels including call centers, professional services, social media, self-service, field service, and other in-person services

Human Experience Design – Ensuring that customers, employees, supply chain partners, and other critical stakeholders have an optimized experience across all products, services, operations, and processes in order to deliver the most value to the individual and our client; including mapping, research, design, management, discipline building, troubleshooting, and repair.