consulting
Deep Customer Connections' supports successful planning and implementation. Our senior level professional team brings the expertise and experience that will translate your improvement projects into improved business results. We focus on several areas: job and process re-design; organization design; and change leadership and management.
Our methodology is collaborative. We partner with clients to bring the best of both inside and outside-the-organization thinking into the mix. Our models and tools will support your internal team in developing the best solution and implementing it effectively.
We frequently start by leading management through a process of setting priorities and objectives based on our research results, and then charter projects to achieve those objectives. We can and often help clients complete their implementation by providing executive and team consulting, coaching and training.
What You Can Expect
Deep Customer Connections brings critical information, insights, experience, and tools, and we put our expertise to work for you. But we don't think we have all the answers. By pooling what we have to offer with all of what you bring, we accelerate the process of getting answers and ensuring the quality of the answers we develop together. We believe the Effectiveness of your improvement results from the Quality of the Changes multiplied by their level of Acceptance.
We always measure outcomes against goals. Sometimes goals are directly quantifiable, such as cycle time reduction or number and length of agency visits, and so on. And sometimes, they're harder to nail down. But in every case, we are outcomes-focused and establish ways to measure progress.
Our Successes
Previous Deep Customer Connections consulting engagements have yielded the following results:
- Led management through the process of setting improvement priorities and chartering breakthrough improvement teams. Trained improvement teams; co-led team that re-designed the claims process resulting in 55% reduction in cycle time, 27% improvement in claimant satisfaction scores.
- Organized, trained and provided hands-on coaching to a “Customer Conversation Team” whose purpose was to instill a service-to-the-agent-oriented mindset within the entire organization. The teams (which were made up of “informal leaders” from all levels and functions across the organization) met individually with agents in an informal, conversational way. They pooled, analyzed and synthesized the results of their conversations into a number of statements that express what is important from the agents' perspective. One example was “I need to be able to trust you with my customers.” (One employee at the company said, “Given that statement, then that makes me the trustee of my customer's (the agent's) livelihood.” After which she identified specific things she was going to do differently in her role as an accountant who handled agent expense forms.)
- Guided a large automobile insurer through a process analysis, which reduced the cycle time of policy issue by more than 50% and simultaneously eliminated 82% of the processing inconsistencies which existed between two operations centers.
