Listening to customers doesn’t drive value without action.
We realize the promise of client listening to drive value faster than any single tool on the market. A proven method built over decades of experience is more effective than any individual application or platform.
You deserve value beyond the efficiency gains of using new tools and techniques. It’s time to leverage what is being learned on an ongoing basis. To us, efficiency is just a step towards higher-order business impacts.
We build on your foundation and increase the efficacy of your existing tools and environments to enable higher impact.
We look at customer data holistically, go beyond categorical reporting, and let the data provide context. We pull the data from tools and apply synthesis to scale potential impact.
And Data without impact is a storage problem.
Our Principles
Experience informs instincts
We have seen a lot of listening and survey programs. We study patterns and trends and have seen it all. Most audits recommend best practices—we empower companies to make informed decisions that benefit growth and efficiency.
All about the journey
We can help you by architecting and implementing solutions or anything in between. The scope of our partnership depends on your internal capabilities, capacity, and appetite for change.
Accountability through data
Once you have data and know how to listen, the next step is to identify and prioritize viable options. Knowing how to monitor the effectiveness of actions is essential to prove the ROI of CX.
The cost of inaction
Most companies listen to customers but don’t hear what they are saying. We believe many organizations are sitting on enough data to make informed decisions but may not know how to convert data to knowledge. Maybe not yet.
Architected Solutions
We have a track record of delivery, from middleware to building models and developing the reporting consoles to show ROI. We operate agnostic of platforms and tools; just tell us your preference.
Root Cause identification
Integrating multiple data sets answers more questions with higher confidence. But first, ensure that you are asking the right questions to drive ongoing business value. Neither are easy steps.
Enough about NPS
NPS alone is useless. When combined with learning outcomes, it can drive action and improve brand-level interactions. However, NPS is only of value if we understand what is driving it. Context remains King/Queen.
AI isn’t a panacea
We don’t require AI to make an impact. We can do the work to prepare you for AI while delivering outcomes. We empower partners to take action on their data.
Problem Statement 01
We have seen the trend of identifying sentiment as both the journey and the destination.
This is false, as sentiment doesn’t drive action. Context does.
Problem Statement 02
We observed the lack of actionable insights derived from customer listening for years.
It was time for us to take things into our own hands.
Problem Statement 03
If you don’t maximize the value from the user feedback, there is likely another issue.
We acknowledge that organizations have to be ready for AI. Change Management goes beyond the technical stack.
Executive Team
Robbie Clark
Founder & CCO
Robbie has made a career out of the pursuit of creative problem-solving. Some people would transition from Semiconductor Engineering to Supply Chain Strategy and Procurement or from Sales Acceleration to Channel Program Management. Robbie has done all this and more.
You want someone who has solved poorly defined problems to address Customer and Partner programs. Try someone who is fueled by Intellectual Curiosity and has a well-rounded skillset.
Ready to take action on your data?
Feel free to email us or fill out our contact form to discuss a potential collaboration. We’re excited to hear what you might be missing and identify what we can do together.
