Guidance Services offer an in-depth look at the customer experiences you set in motion and help you stay on course throughout your decision making processes. As your guides we'll make sure you're always pointed at your True North — the customer.

Thought Catalyst
Even the most brilliant minds sometimes need a spark to ignite innovation and inspire the next great idea. Agencies, consultants and companies from a wide range of industries bring Diana in to help provide that spark. Looking at customers, products, services, strategies and even organizational structure through a value lens, Diana brings an expanded view of what is possible today, tomorrow and far into the future. Thought Catalyst engagements range from targeted presentations on customer experience, focus group observation and debriefing, participation in ideation and strategy sessions, review of qualitative research, construction of Value Models for products, services and brands and taking teams on the customer journey--it's an eye-opening experience!

Coaching
Sometimes the hardest task is keeping the customer top of mind. To make sure you don’t lose track of your most valuable asset we offer executive and team coaching—both functional and interdepartmental. Our role as coach is to help you tune into the customer’s point of view so that the decisions your company makes are in the best interest of the customer—which ultimately means they’re in the best interest of the company.

Coaching engagements are customized to suit your needs and culture. Initial sessions, brainstorming and review sessions are most effective in person. Problem solving, with weekly and bi-weekly sessions work fine over the phone. We’ll consider any other alternatives you suggest from teleconferencing to telepathy, although we can’t guarantee the results of the latter. Coaching fees include reasonable email access for the duration of the engagement. And of course in an emergency, we’re always around.

The Experience Audit™
The ultimate goal of any company should be to deliver a Value Experience. This happens when a product or service combines with its surrounding experiences to enhance or bring value to a customer’s life. In order to reach this goal you have to understand the impact of each experience or interaction a customer has with a company, its products, services and representatives. The Experience Audit helps companies gain this insight and use it to:

• Improve the customer experience
• Align product, services and experiences with the customer's real needs
• Enhance value

The Experience Audit involves three steps

• Experience Mapping
• Event Evaluation
• Experience Assessment

Every day businesses are faced with decisions that impact the customer experience for better or worse. Understanding that impact is key to making the right decisions. An Experience Audit is an invaluable tool for all areas of the company including:

• Product and Process Development
• Sales Training
• Marketing and Communications
• Operations
• Service and Support

Each can use the Experience Audit to make strategic decisions that increase rewards, limit sacrifices and result in greater customer loyalty, higher profits and sustained growth.