a·cu·i·ty, n., acuteness of vision or perception, keenness
Our proven Customer Acuity™ Methodology guides the entire end-to-end “from Research to Results” continuum. We deploy effective practices for business problem solving, organizational change and reporting to the deliver tangible business results.
The work performed in Customer Experience Design and Customer Interaction Excellence both are delivered in accordance with the broad Customer Acuity transformation methodology.
Customer Acuity incorporates the following:
Assess
Any successful redesign or transformation initiative must assess the current situation; the magnitude, risks and many implications. Opportunity, feasibility and customer needs all must be assessed prior to making changes to the business. Customer Experience Design efforts begin here, taking cues from assessment findings.
Architect
All design efforts – process, technology, people and organization oriented – must take into account the findings from the Customer Experience Assessment. Changes are then ideated, evaluated, and ultimately the final model must be approved. Early design efforts include “quick wins”, while more complex solutions require more significant study and effort.
Customer Interaction Excellence falls primarily within the “Architecture” phase with detailed design, requirements and other specific “how to” guidelines are established to provide the clarity needed to move into “Assemble” (next phase).
Assemble
The building process – actually implementing changes to people, processes, systems, measurement, reporting and the overall organization in certain cases. This all takes place during the Assemble phase. This continuum ranges from short term modifications and “pilots” through all final testing, certification, sign-off and moves into Production.
Assure
Rigorous monitoring, evaluating performance and feeding insights back to the operation occur within the Assure phase. Feedback loops are enabled and evaluation of overall performance impact is now part of the company’s day to day existence.
Through the deployment of our comprehensive Customer Acuity™ methodology, we work with clients to incorporate key tools and techniques within both our Customer Experience Design and Customer Interaction Excellence work efforts. We incorporate components of Six Sigma to ensure’ “critical to quality” needs and requirements are identified. We then apply a rigorous, data-driven approach to developing enterprise-wide solutions focused on reducing the number of customer-defined defects while fostering innovation and creating sustainable competitive advantage. Our approach redesigns operations and organizations around customers needs – efficiently and effectively – creating a customer-centric organization.
Several other foundational aspects of Six Sigma are embedded within our approach ensuring objectivity and the use of true root cause analysis. Results are based on measurable baselines and solutions are data driven – derived from defects found to be “critical to quality”. We are the advocate for your customers – working on the behalf of your company.
We believe that more than any other factor, customer relationships drive business results, and relationships are built one interaction at a time. Each customer interaction represents a moment of truth; an opportunity to meet or exceed your customer’s needs. It is the collective impact of each moment of truth that ultimately creates the customer experience. Solutions must be designed with this in mind – through all stages of the customer lifecycle. Our Customer Acuity™ methodology ensures a comprehensive assessment that delivers a prioritized and effective solution set.