Customer Obsession Drives Loyalty & Growth
Who We Are:
At Cusperience Consulting Group, we help our clients innovate sales and management processes along with customer / member experiences with a relentless focus on measurable outcomes. Expedited sales growth, higher customer retention and increased profits dominate our "radar screen."
The average company loses 50% of its customers every 5 years. It's impossible to achieve benchmark growth and profits without loyal customers, yet many firms have a difficult time measuring retained revenue or customer loyalty. Even fewer approach customer retention with strategic a discipline.
A 5% increase in customer retention translates to profit increases of 25-95%. Most firms focus primarily on sales growth (pouring water in the bucket), but overlook customer attrition (leak in the bottom of the bucket).
What We Do:
Utilizing six sigma methodologies, we rapidly shine lights on our clients sales, revenue, customer experience and loyalty metrics. From there we focus on high impact low effort solutions for rapid and quantifiable results.
Common client benefits are:
- Profit growth from elevated sales enabled by sales and leadership coaching, effective utilization of marketing and CRM Tools (i.e. Google Ads, Salesforce, Hubspot, etc.), and vertical industry segmentation.
- Reducing technology and outsourcing service provider sales cycles by 40-80% through innovative consultative selling approaches focused on client outcomes versus product features.
- Dramatic profit growth from improved customer & member retention for B2C companies from enhanced customer engagement, measurement (NPS) and communication solutions.
- Benchmark Customer Satisfaction scores in the retail sales environment driven by engaged and motivated employees who are coached by well trained Servant Leaders.
Our Values:
At Cusperience Consulting Group, we believe in the power of customer experience and loyalty economics. We strive to bring a fresh perspective to our client’s initiatives, helping them tap into the potential of their customer base.
We are disciples of Fred Reichheld - who the Economist magazine called the "high priest of the loyalty cult."
We value the golden rule, integrity, innovation, and collaboration and strive to foster a culture of trust and respect with our clients.
All of our services carry a total satisfaction guarantee.
Our Approach:
We co-create solutions involving client subject matter experts and leaders to ensure sustainability when we leave.
We role model the use of DMAIC project management methodologies
In the critical measure phase, our team of experts engages in comprehensive discovery processes to gather data-driven insights and voice of the customer to help our clients achieve their desired outcomes.
The control phase includes a "calendarized management process" with dashboards and scorecards highlighting Critical to Quality (CTQ) Metrics which ensure sustainability of projected outcomes.
Our Thought Leader:
Brian Stancampiano is our founder and thought leader. Brian brings an unrivaled passion for customer experience, sales process innovation, and loyalty economics. For over thirty years, Brian has been leading client project teams to breakthrough outcomes.
As a perennial Presidents Club achiever at Xerox, Brian ascended to senior leadership positions at Xerox where he led teams that pioneered and launched three successful high growth business units - professional services, document outsourcing services and customer communication services. Brian also held senior leadership positions at Pitney Bowes and Sanofi.
Our Industries:
We specialize in helping technology and outsourcing service providers market solutions to a wide range of industries. Our team of experts has extensive experience in Financial Services, Mortgage Servicing, Property, Casualty, Life & Retirement Services, Group Health Insurance, Hospitals, Pharmacy Benefit Management, Pharmaceutical & Life Sciences, Transportation & Logistics Services and Retail.
Our Commitment:
At Cusperience Consulting Group, we are committed to providing the highest quality services and solutions to our clients. We are passionate about delivering measurable results that help our clients grow and differentiate their businesses. Our team is dedicated to creating lasting partnerships with our clients, providing them with the resources and support they need to achieve their goals.
We invite you to experience the Cusperience difference. Contact us today to learn more about our consultative solutions and how we can help you grow and differentiate your business.
