Specialized Consulting Services-Service Operations-Service Revenues-CEM Strategy
Keeping current on your customer needs must always be in the forefront of your service deliverables. We recognize and respect your commitment to world-class service and are committed to working with you as you make the necessary changes to your processes, procedures and culture to maintain and improve your day-to-day operation to keep it in line with your current business goals.
Our seasoned Anthony & Alexander Group (AAG) professionals consist of two major disciplines: proven service executives and chief customer officer or equivalent. These highly specialized experts can assist your organization in identifying competitive advantages, deficiencies and the prioritizing and targeting of opportunities to enhance customer loyalty. They also can identify cultural and process barriers that may be hampering your organization from achieving its commitment to the corporate service goals.
Off-the-shelf solutions do not solve unique company problems.
AAG's knowledge of the service industry results in unsurpassed insight and knowledge on what methods are working today. We draw on that experience to provide proven solutions to your problems in areas such as:
- CEM Assessment
- Competitive Analytics
- Corrective Action Plans
- Executive Briefings
- Service Operations Review
- Stakeholder Communications Strategy
- Competitive Benchmarking
- Key Account Strategy
- WinBack Strategy
When it comes to your CEM strategy, what questions are on your mind?
How do your key accounts rate your customer service? How do you link customer satisfaction with increasing revenues? How do you engage your employees to drive customer loyalty? Dig even deeper and ask yourself: How do you use analytics to gain a competitive advantage? How do you win back lost customers?
Most of our work begins with a CEMDNA Assessment—a baseline evaluation of your current CEM strategy and goals that addresses these questions and more. The assessment is where your CEM strategy is developed or refined and annually renewed. Our experts will work closely with you to provide the following:
CEM Assessment
- Review BIG4 Strategy
- Acquisition--Retention--Growth--WinBack
- Implement Clear Customer Intelligence Methodology (CCIM)
- Interview Key Executive and Management Personnel
- Review Internal Survey Process, Results & Rating System
- Prepare Account Management Profile
- Segment Accounts: Tier 1/Tier2/Tier3
- Segment Participants: Decision Maker/Recommender/Influencer
- Identify Reporting Requirements
- Conduct Customer Relationship Satisfaction Survey
- Conduct Employee 360 Alignment Web Survey
- Design Stakeholder Communications Report Card
- Conduct Executive Briefing
- Prepare CEMDNA Playbook Strategy℠
- Conduct CEM Professional (CEMPRO Advocate℠) Web Workshop to train key management personnel on the 12 key building blocks to a successful CEM strategy
Learn more about how we can help you build and implement a successful CEM Strategy through our CEMDNA Playbook Strategy℠.
AAG can also work with you on service quality training, support center audits, competitive research and service marketing research and consulting. In addition, we can talk as expert speakers to your executive, customer service, and product and HR organizations about the importance of a CEM strategy.
AAG works in concert with all the organizations of Omega, but works especially closely with the Account Management organization that encompasses the Center for Loyalty Research. This partnership provides a complete and thorough data analysis and a concise and understandable translation of findings and recommendations that help ensure the success of your CEM strategy program.
Our host of management support and consulting services are available to add depth or breadth to your current or evolving CEM strategy—Anthony & Alexander Group is there to help you succeed!
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