We maintain an Enterprise Feedback Management System (EFMS) designed to assess every customer touch point in the customer pathway. We include every stakeholder and constituent in the process from Senior Management, Field Managers, Frontline Employees, Customers, Vendors and anyone who impacts the Brand Value Proposition. Our core asset is the ability to deploy trained and certified field research participants as "Undercover CEO's" ready to measure what you are trying to manage. No matter the business venues, we will provide the resources to observe, listen, evaluate and engage. Findings are collected, analyzed and streamed on demand, allowing stakeholders to integrate results into their decision-making, to recognize and reward exceptional performance, and expertly understand areas for operational and service improvement.

We enter into each client engagement with a flexible, responsive and customized approach, supported by a six step methodology for ensuring optimal success:

1. Discover

• Understand Management's Brand Customer Experience Strategy.
• "What is the end in mind?"
• What are the frontline Non-Negotiables or the KPI's?
• Training Collateral.
• Reporting Needs.

2. Define

• Scenario Library or theatre?
• Key Performance Indicators?
• What are the "Important Business Metrics"?
• What are the short term and long term Objectives?
• Goals to reach.
• Report Distribution.
• Targets to evaluate.
• What are the Cause & Effect Linkage to business metrics?
• Budget?

3. Design

• CBA Demographics, DB Design.
• Collateral Documents including Guidelines, Certification, Questionnaire.
• Reporting.
• Customized Conditional Alerts that push reports based in your defined business rules.
• Business Metrics to be hosted.

4. Develop

• Brand Agent Certification Exam for knowledge transfer
• Project Plan and Timeline.
• Interventions to be used.
• Custom Data Base Programming.

5. Deploy

• Launch Field Work.
• On Line Data Capture.
• Real time Reporting Platform.

6. Deliver

• Benchmark.
• Execute.
• Demonstrate Internal ROI – Using "Cause and Effect" Linkage to Real Business Metrics.