Services · The flagship
Customer experience consulting that finds the root cause.
The voice of the customer, turned into the right organizational changes, using best practices from every industry, not just yours. Two senior partners tell you what is working and what is not, and hand your team a ranked plan it can run.
What we look at
Every place your customer meets you.
A public score is the outside-in view: how customers rate you. Our work is the inside-out look: what you are doing that projects that image on your customers. To find it, we go everywhere the experience is made.
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Leadership and strategy
Structured 45-minute interviews with the executives who own the experience. Some organizations are nearly there and need a nudge. Others tell us "the lady over in customer service handles all that," and that answer is a finding in itself.
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The front line
We sit with the people who touch your customers: we listen to calls, walk retail floors, and run focus groups with frontline teams, without supervisors in the room, so we hear what is true.
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Your voice-of-the-customer program
How feedback is gathered, analyzed, distributed, and acted on. Some programs are locked in one department; the best are integrated with senior leadership. The difference shows up in your results.
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The employee view
A survey of employees and contractors that measures customer centricity. It is not an HR pulse survey. It asks whether leadership gives people the tools, processes, and permission to take care of customers, and it can be benchmarked against other companies.
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The field and digital
Ride-alongs on service calls, store and dealership visits, and a hard look at your digital experience. If the website was built once and left alone, your customers noticed before we did.
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Customer journeys
We map the journey as it is, design the journey as it should be, and lay out the process changes that get you there. In utilities we have done this so many times that we start from an 80 to 90 percent solution instead of a blank page.
If something is badly broken, you hear about it right away. Urgent findings are never held for the final readout.
Results
What the inside-out look has produced.
Anonymized engagements. Names withheld under our client agreements.
- 200→7A major utility believed it was working 200 customer experience initiatives. It had capacity for about seven. Focusing on the right ones took it from third quartile to first within a year.
- #1Another utility ran our plan and reached number one in its region for business customers within a year, and took home the industry trophy.
- WonA mortgage servicer entering a new market leaned into every recommendation and won the national contract it was chasing.
Frequently asked questions.
Can this help if our scores stay flat even though we keep investing in customer experience?
Yes. A public score is the outside-in view; our work is the inside-out look at what your operation is doing to produce it. One utility believed it was working 200 customer experience initiatives and had capacity for about seven, and focusing on the right ones took it from third quartile to first within a year.
Will our team receive a deliverable it can use?
Yes. You get a ranked plan your team can run, the customer journey mapped as it is and designed as it should be, and the process changes that get you there. Urgent findings are never held for the final readout.
Can MJKDA use the customer data and surveys we already have?
Yes, as an input. MJKDA does not run customer surveys or track the voice of the customer for you. We start from what you already have, such as J.D. Power results, your own surveys, and complaint data, when the coverage is there. The caution is coverage: if the data covers one slice while you are trying to change the whole organization, the plan will miss, so bring what you have to the free review and we will say plainly what is reusable.
Will we know the timeline before we start?
Yes. The on-site Strategic Assessment runs about three weeks. The Comprehensive Customer Experience Plan that can follow runs twelve to sixteen weeks depending on how many contact centers, field locations, and regions it covers. Focused work such as journey mapping or a contact center evaluation is scoped to fit, and every path starts with the free one-hour review.
Will MJKDA help us put the plan into action?
Yes. We guide the start of execution and then leave you owning the result. If implementation needs more hands, the fourth step, Change Management and Implementation, assigns the plan's initiatives and puts a formal project plan behind them, for as long as you need us and no longer.
Will we know the full cost before we commit?
Yes. The work is scoped by the number of contact centers, field locations, and assessment areas before it starts. The review is free, the Strategic Assessment that can follow it is a fixed fee quoted once scope is clear, and that fee is credited toward the Comprehensive Customer Experience Plan.
Free CX Review
One hour with two senior partners.
Book My Free CX ReviewPrefer to call or email? 210-876-4086 · info@mjkda.com