CUSTOM CONSULTING SERVICES
CREATING YOUR OWN ALIGNMENT ADVANTAGE
CULTURE CONSULTING
Foster an intentional culture of engagement where success becomes inevitable
CULTURE SURVEYS
Unearth engagement opportunities through the 7 Cs of Success Survey, combined with independently facilitated roundtables for deep, candid insights.
ASSESSMENTS
Swiftly pinpoint actionable strategies to enhance organizational performance and bottom-line results with industry-leading expertise.
"An exceptional leader who implemented a beautiful culture.
Trust me - Hire ADAM, thank me later!“
- Stephanie H., MBA, Lockbox
Bottom Line Benefits of High Employee Engagement
26% More Revenue
21% More Profit
233% More Customer Loyalty
41% Lower Absenteeism
49% Less Turnover
Compared to Companies with Low Engagement
Gallup & Other Studies
"I have employed Adam's 'Culture Creation' practice to successfully launch a new operation within another organization.
Adam is a leader, innovator, and teacher with a clear vision of how to move any organization forward successfully."
Cindy Brohammer
Manager Customer Centricity, Anthem
CALL CENTER
OPTIMIZATION
CONSULTING
Transform your call center into a powerhouse of efficiency and customer satisfaction with our expert consulting services, tailored specifically for leaders who are ready to drive unprecedented growth and innovation.
With proven strategies and a track record of enhancing global operations, we empower you to elevate performance, engage customers, and achieve your business objectives seamlessly.
1. Talent Acquisition & Alignment
Secure top-tier talent with strategies rooted in aligning roles with your desired company culture.
2. Customer Loyalty & Retention
Cultivate lifelong customers through low-effort experiences that boost satisfaction and referrals.
3. Sales Performance Enhancement
Maximize revenue with strategies that improve lead conversion and increase average sales.
4. Employee Engagement & Retention
Foster an engaged workforce that aligns personal contributions with corporate success, reducing turnover.
5. Leadership Development
Empower supervisors to inspire and align teams, driving cultural and operational excellence.
6. Process Optimization
Streamline workflows for heightened efficiency and cost reduction by eliminating redundancies.
7. Quality Assurance Alignment
Align quality monitoring with key objectives to guarantee superior customer interactions.
8. Comprehensive Training Programs
Develop robust training mechanisms to cultivate future leaders and ensure current competence.
9. Impactful Coaching Techniques
Build enduring habits with coaching strategies that speak to team members’ strengths.
10. Recognition & Rewards Systems
Craft sustainable recognition systems that align with organizational objectives.
11. Workforce Management Expertise
Achieve productivity equilibrium through precise forecasting and adaptive real-time management.
12. Advanced Call Center Expansion
Design optimal work environments, whether expanding or building new sites.
13. Strategic Systems Selection
Optimize efficiency with tools perfectly tailored to your organizational goals.
14. BPO Vendor Integration
Develop partnerships that seamlessly extend your service quality and brand.
15. Omni-Channel Customer Experience
Ensure effortless customer transitions across all communication channels for a unified experience.
“Adam was instrumental in proposing and leading several operational initiatives focused on optimizing performance & building strong employee engagement. He worked effectively through silos while optimizing the organization‘s KPI‘s."
- Nico Ospina., MCM, MD, PHR, Southern California Edison & former COO, Home Alliance
CUSTOMER EXPERIENCE CONSULTING
FOR BRAND LOYALTY
Unlock unparalleled brand loyalty with our tiered consulting approach, expertly tailored to reduce customer effort and enhance satisfaction through education, implementation consistency, and comprehensive assessments.
Level 1: Empowering Through Education
Engage teams with our Train-the-Trainer program focused on the Customer Effort Score (CES). We'll introduce the CES concept, highlighting its impact on loyalty, and uncovering the gap between customer perception and reality. Our training explores techniques like advocacy and personality-based service to reduce effort and boost satisfaction.
Level 2: Implementing Consistency
Elevate your team’s execution with our coaching, designed to seamlessly integrate customer surveys with organizational goals. We provide change management support, agent training guidance, and facilitate action teams and joint monitoring to ensure quality assurance and CES-aligned performance.
Level 3: Comprehensive Consulting
Conduct an in-depth assessment of your people, processes, policies, and technology to optimize the entire customer service experience. We focus on journey mapping, process alignment, removing CES roadblocks, and enhancing systems for a seamless self-service and omnichannel presence.
"I had the pleasure of working under Adam’s leadership at Porch for 6 months. During my time, I had the opportunity to learn from and work closely with Adam, and I can confidently attest that he is an exceptional leader and mentor.
Adam possesses a unique blend of skills, including Customer Effort methodology. Through this effort, we were able to exceed our CSAT goal 6 months ahead of plan.
His ability to lead and get the team to work together was particularly impressive, and it had a direct impact on my growth and development as a professional.
I would not hesitate to recommend him to anyone seeking guidance or mentorship."
- Jose Jiminez, former divisional Sales Manager, Porch Group
POTENTIAL LIFT FROM CUSTOMER EFFORT
Companies that have moved from the bottom quartile to the top have experienced
65 Point improvement of Net Promoter Score
40% improvement of Intent to Repurchase
“A superb manager who operates with high integrity and produced significant results.“
- Barbara Boyarsky, (Ret.) Vice President & General Manager, American Water
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