Our Customer Centric Service Offerings

Sales Coaching Services

Many of our clients struggle with monthly and quarterly sales forecast falling short of expectations.

  • Our coaching services for executives and sales leaders help with sales growth and predictability.
  • Our process optimization services include  effective utilization of CRM tools (Salesforce, HubSpot, etc.) to drive meaningful sales outcomes.
  • Leaders will learn pipeline assessment and management techniques including dashboards & scorecards.
  • Most importantly, our servant leadership coaching services will enable sales leaders to increase sales performance and reduce turnover.
  • Our vertical market workshops will help your sales team with engagement of client c-suite executives in your targeted industries.

Customer Experience Management Services

  • Our experts help clients implement Customer Experience Management Processes utilizing the “gold standard” Net Promoter System.
  • We help our clients develop and deploy effective customer and employee engagement surveys.
  • Closed loop analytics are critical to ensure follow-up action on customer and employee feedback.
  • Executive dashboards are developed to ensure progress from baseline.
  • Customer Experience training for employees teaches them how to enable effortless customer experiences by understanding and optimizing “moment of truth” opportunities.

New Customer / Member Onboarding Services

Customer communications (paper & digital) are critical to educating new customers on your product or service. They represent an “untapped Moment of Truth” to enhance the customer experience and build long-lasting relationships.

These communications must be personalized, relevant and designed for maximum impact and convenience for the recipient.

Cusperience continues its tradition of customer communication innovation with “hybrid documents.” By optimizing hyperlinks and QR codes, your customers gain access to large volumes of content from any device and seamlessly move between the paper & digital worlds based on their preference.

Outsourcing image

Sales Acceleration & Innovation Services

Many technology sales & services companies struggle with long sales cycles that often result in disappointing implementation experiences and business results below expectations for the customer. It’s not uncommon for the seller to deploy the "A-Team" to clean up the mess at significant unplanned costs. The common root causes are insufficient customer requirements, insufficient baseline data and scope creep from ambiguous statements of work (SOW’s).

Cusperience specializes in accelerating technology-based solution selling, by innovating the client discovery process with six sigma tools and methodologies. This approach, pioneered at Xerox Global Services results in more predictable business outcomes (B4B) for the client and better margins for the solution provider.

The secret lies in “less being more.” Instead of leading with a large proposal, Cusperience will teach you how to “land” with a small low risk "entry offering" which leads to a chain of “expand” offerings based on progressive discovery and “credibility equity”.

This approach has been successfully utilized by Xerox Global Services, Pitney Bowes Management Services, Exela Technologies and a startup Robotic Process Automation company to reduce multimillion dollar sales cycles by 40-70% and yield double digit improvements in gross margins.

Change management and DMAIC

DMAIC & Change Management

The DMAIC process is our default methodology for continuous improvement initiatives. It's structured approach (which includes change management fundamentals) ensures sustainability of successful outcomes for our clients. All Cusperience consultants are certified as Six Sigma Green or Black Belts. 

360_F_201603715_v30j9hH1q1ZKQfZ2dExlp92on7NscNPO

Net Promoter System (NPS) Deployment

The Net Promoter System, developed by Fred Reichheld and his Bain & Company colleagues is the gold standard for measuring Customer Loyalty. All Cusperience consultants are trained in the NPS methodology.

Marketing Strategy and Product/Service Offering Innovation

Nothing accelerates sales growth faster than product and service offerings which are "co-created or innovated" in partnership with your customers. Let Cusperience show you how to engage your best customers in your development and marketing efforts.

Voice of the Customer (VOC) Capture and Analysis

Are your sales and marketing materials long on features and benefits and short on quantifiable measures that bring value to your target clients? Do your sales contracts include clauses which enable referenceable sharing of success measures? Cusperience can help ensure VOC is embedded in your products and services.

Client Success

"The findings from The Cusperience Rapid Assessment Service were invaluable at helping us prioritize our customer communication strategies to drive improvements in our NPS scores."

Chief Marketing Officer
Insurance & Financial Services Company

"Our Revenue and Customer Satisfaction scores are at all time highs. I credit those results to the Cusperience services. Our staff is obsessed with the ACE Helpful promise."

Owner
Multiple ACE Hardware Stores