How we work
Nobody books a surgery before the screening.
Nobody should commit to a major consulting engagement off a cold call. So we built the path your doctor uses: a free screening, then a diagnostic, then the full physical and a treatment plan, then the follow-up and ongoing monitoring.
The climb
Four steps. Each one earns the next.
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Step 1 · Free
The CX Review
The screening.
- What happens
- You answer a few short questions when you book. We research what is public about your organization, then walk you through what we see.
- How long
- One hour, on a call with both partners.
- What you get
- The things you can do first to start moving the needle, and our read on where you stand against leading practices.
Free. No deck, no obligation.Book My Free CX Review -
Step 2 · Paid
Strategic Assessment
The diagnostic.
- What happens
- We come on site, interview your people, and look at the operation behind the number.
- How long
- About 3 weeks.
- What you get
- A clear map of the real problems, separated from the symptoms everyone is already arguing about.
Fixed fee, and it credits toward the Comprehensive Customer Experience Plan if you go on. -
Step 3
Comprehensive Customer Experience Plan
The full physical, and the treatment plan.
- What happens
- Discovery, root cause, and a prioritized plan your team can run.
- How long
- 12–16 weeks, depending on scope.
- What you get
- The plan, the sequence, and what to start on first.
Scoped to the work. Led personally by the two senior partners, first interview to final readout. -
Step 4
Change Management and Implementation
The follow-up, and the ongoing monitoring.
- What happens
- We come on site and work remotely to help your organization gain momentum and actually implement the CX plan. Initiatives identified in the plan are assigned, and a formal project plan is established.
- How long
- Varies in both duration and effort: weekly check-ins for a few months, or several full-time people for many months.
- What you get
- Seasoned implementation consultants with clear objectives to implement your plan and manage organizational change.
We estimate the level of effort based on your organization's needs. Fixed fee by month, or time and materials.
Why it holds
Anyone can move a score once. Staying up is the hard part.
A score that jumps and slides back means the fix lived in a consultant's deck, not in how the company runs.
So the deliverable is never just recommendations. It is a closed loop: customer and employee feedback that actually reaches the people who can act on it, measures tied to what drives the score rather than what is easy to count, and a standing review rhythm your own leaders run. The clients who kept that loop turning kept climbing. The ones who let it lapse drifted back.
One more reason it holds: nobody hides from us. We are a trusted, objective third-party sounding board that gets the real story. We are not in the business of cutting heads. We do not do layoffs, drawdowns, or headcount work, ever. When your people know that, they tell us the truth, and the truth is what fixes customer experience.
Frequently asked questions.
Do we have to start with the Comprehensive Customer Experience Plan?
No. Start with a free one-hour CX Review call. If you want more, the next step is a Strategic Assessment of about three weeks, and that fee credits toward the plan if you go on.
What does the Strategic Assessment cost?
A fixed fee, quoted after the CX Review call once scope is clear. If you go on to the Comprehensive Customer Experience Plan, the assessment fee is credited toward it.
How long is the Comprehensive Customer Experience Plan?
Twelve to sixteen weeks, depending on scope. The two senior partners lead the work personally from first interview to final readout. Specialist field partners are brought in where scale demands it, never junior consultants.
Will MJKDA help us implement the plan?
Yes. Change Management and Implementation is the fourth step. We come on site and work remotely to help your organization gain momentum and actually implement the CX plan: the initiatives in the plan are assigned and a formal project plan is established. The effort varies, from weekly check-ins for a few months to several full-time people for many months, priced as a fixed fee by month or time and materials.
Free CX Review
One hour with two senior partners.
Book My Free CX ReviewPrefer to call or email? 210-876-4086 · info@mjkda.com