Strategic Acceleration Through Operational Alignment


Manage the Experience – Manage the Growth.  The experience is observed by measuring the perceptions held by customers, employees, partners and suppliers.  One can drive alignment by measuring the experience gaps in any area then work to eliminate these gaps.  It's a process called Experience Management and is most effective with customer perceptions.   

We follow the frameworks that have been defined by the most highly regarded business books of all time, including Good to Great, 5th Discipline, The Ultimate Question, Michael Porter's works, to name a few. Stakeholder buy in develops naturally during the iterative process identifying and eliminating experience gaps. This alignment, supported by empowering technology, drives buy in and ultimately strategy acceleration.

Typical clients are successful small companies that want to be better, more profitable and grow more effectively.   We have unique experience in member services, real estate and financial services, in addition to our involvement in a broad range of industries which enhances our creativity and adaptability

Net Promoter Systems (NPS tm) are critical to most engagements.  Leveraging the ultimate question as a key element of the closed loop process ensures continuous improvement of the company aligned on customer centric priorities.

  1. Front line immediate remediation and customer relationship development.
  2. Enterprise strategic resource planning establishes consistent improvements across the company
  3. Financial impact analysis informs the prioritization and scale of investments such that the ROI of your programs ensures their continued success.
  4. R&D integrates customer perception data into the enterprise data to generate profitable innovation.

"Net Promoter Score" and "NPS" are registered trademarks of Fred Reichheld, Bain & Company, and Satmetrix.

The Essence of a Closed Loop Process