02 · Organizational Effectiveness & Culture
Customer Experience & Service Improvement
Close the gap between what customers are promised and what they experience.
The business challenge
Customers experience inconsistent service. Promises made in marketing or sales are hard for operations to deliver, friction shows up across touchpoints, and feedback is collected but rarely acted on.
- Inconsistent service
- Friction across customer touchpoints
- Customer promises that operations struggle to deliver
- Feedback that doesn’t lead to action
Who the engagement serves
Leaders of service, retail and commercial businesses and nonprofits whose reputation depends on a consistent customer or client experience.
Questions we help answer
- Where in the journey do customers experience friction?
- Which organizational practices sit behind those moments?
- What service standards should every team share?
- How do we turn feedback into action?
Our approach
- 01
Journey
Examine the customer journey and the touchpoints that matter most.
- 02
Feedback
Synthesize the customer feedback you already have and, where agreed, gather new input.
- 03
Connect
Link experience issues to the processes, roles and enablement behind them.
- 04
Improve
Agree on cross-functional priorities, service standards and review routines.
Engagement scope and duration are tailored to your situation.
Potential deliverables
- Customer-journey assessment
- Customer-feedback synthesis
- Service standards
- Cross-functional improvement priorities
- Employee enablement recommendations
- Service measures and review routines
Deliverables are what we produce with you. Outcomes depend on how they are put to work, which is why we agree on how progress will be reviewed from the start.
Implementation support
We support teams as new standards and routines are introduced, including employee enablement and the first review cycles.
How progress is reviewed
Service measures are agreed at the outset and reviewed against your current baseline through a regular review routine.
Relevant consultants
Dr. Kelvin Thomas, EdD, MBA, PCC
Executive Management, Organizational Consulting & Leadership Advisory
Cyrus Erickson
Executive Coaching, Commercial Leadership & Team Performance
Consultants are listed for relevant background. This does not make anyone a practice lead or mean each person delivers every part of an engagement; Dr. Kelvin Thomas assembles the team around each engagement.
How we handle the limits of consulting, coaching and assessments, and the information you share: Consulting, Coaching & Assessment Notice · Confidentiality & Information Handling
Also connected to: Strategy & Business Growth · Brand & Market Positioning
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HR Process Transformation & Implementation Support
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Change Management, Adoption & Transition Support
Help leaders and employees understand, adopt, and sustain changes to structures, processes, technology, and ways of working.
- Change readiness and impact assessment
- Stakeholder map and engagement plan
- Sponsor and manager preparation
Let’s discuss what needs to move forward.
Tell us about the challenge behind your interest in customer experience & service improvement. We’ll explore where support could be useful and whether POSITION is the right fit.