Consulting
Rachel brings over a decade of executive level experience to the table, helping businesses of all sizes understand how to make the customer experience a core competitive advantage. She managed a team of 120+ customer service reps & helped scale one of the fastest growing marketing agencies in the country for several years in a row. Our consulting services help you understand what can be done to improve both your customer and employee experience - ultimately helping you grow your business.
Consulting Services
Customer Retention
Do you have a good understanding of what your customer retention is? Does your team understand the impact of simultaneously growing revenue and avoiding losses? Are you providing the resources and autonomy your team needs to problem solve? Do you have the proper reporting in place to know what to do to improve customer retention? What levers can you pull to impact revenue? Often even small (but strategic) tweaks can make a big difference!
Escalation Processes
What systems & processes does your company have in place to ensure every complaint is an opportunity to turn a frustrated customer into a loyal one? Does your escalation process further upset clients? Do you have measures in place to be able to understand why customers are complaining, analyze the trends & fix the underlying issues? Many companies implement things like customer satisfaction surveys, but drop the ball when it comes to actually closing the loop with customers & acting on the information they receive.
Team Culture
Are your leaders trained on how to keep the customer experience a primary focus for their teams, or are your employees too worried about TPS reports (IYKYK) to worry about customer satisfaction? What message are your performance metrics & compensation models sending to employees? Do you have the right balance between internal structure & employee autonomy to allow your teams to provide a consistent, yet enjoyable experience for your customers?
Reputation Management
What you say (or don’t say) to your customers and employees on public forums matters just as much as what they are saying about you. If you’re struggling with customer or employee reviews and want help improving your online reputation, Rachel can help. From the BBB to Glassdoor and beyond, it’s important to focus efforts strategically. Learn how to put the correct systems in place to gather reviews where they matter, positively respond to reviews when appropriate and know what to ignore.
Here's our typical process for
Thorough, impactful collaboration
Discovery
Rachel will work with your leadership, operations or administrative teams to understand what you’re currently doing well, what can be improved and where the opportunities lie.
“Secret Shopper”
Do you want to know how your systems & teams are truly handling different parts of the customer journey? Our team can find out via a “secret shopper” type activity.
Customer & Team Input
Hearing directly from customers and employees can be incredibly insightful. If not already available, this can be accomplished by surveys or interviews.
Recommendations
Rachel will provide input on where the opportunities lie and how they can be addressed.
Implementation
Rachel and her team can come alongside your team to implement suggestions. This step is key to actually seeing results.
Reporting
Having hard data goes a long way in understanding the tangible impact new programs have.
Meeting You Where You're At
Remote
Consultation sessions can be held remotely via platforms such as Zoom or Microsoft Teams. Larger group sessions are always recommended to be held in person, but remote options are offered.
In-person
Rachel and most of her team are in Northern Colorado, but she is available to travel to customer locations and events all over the country. In-person consulting is especially effective for larger or new projects.
Frequently Asked Questions
Do I have to use your consulting services if we’re going to hire you to do the de-escalation training?
No.
Can I hire you for consulting services even if I don’t need any training or coaching services?
Yes.
Are consulting services a recurring monthly charge or billed as a project?
Either.
Can small companies benefit from consulting services?
Yes!
Can large companies benefit from consulting services?
Absolutely!
What are TPS Reports?
Use this text to answer questions in as much detail as possible for your customers.