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Guidance and Advisory Services by Subject Matter Experts

Our subject matter experts work in partnership with small and large companies to help them use the center’s findings and knowledge to fulfill customers better than their competitors. We provide guidance and advisory services in a wide range of areas that are the required facets of a best practice "Customers as People" company. Sample areas of expertise are:

  • Branding
  • CRM
  • Information and Technology
  • Communications – customer and employee
  • Employee programs, including training and recognition
  • Measurement systems, including performance management
  • Customer tracking and reporting
  • Complaint handling
  • Customer interaction processes
  • Customer interfacing technologies

We work individually with each client to identify:

  • Their particular goal - what they want to achieve
  • Their need – the specific areas in which they require external advice
  • Their preferred way of working e.g. in person, electronically
  • Their timelines

Our guidance and advisory services are designed to meet the needs of our clients. For one situation, access to phone and email support is all that is needed or desired. In another, a full project plan covering multiple months is required. For medium and large needs, our general process is:

  • Jointly develop the project plan
  • Collect all relevant data including a current state assessment
  • Identify the desired future state
  • Determine immediate, short and long terms action steps that will enable the move from current state to future state
  • Jointly determine ongoing support needs