Customer Experience Success™ Program

The Arthur Group's Customer Experience Success™ Program is the first and only fully benchmarked, scalable and complete Customer Experience program on the market today. It forms the basis of our claim of "World Leaders in Customer Experience Success™ Metrics."

Customer Experience Success™ is more than simply establishing or maintaining customer satisfaction feedback. It enthuses throughout all areas of a company rather than simply focusing on typical corporate market research goals such as attaining world class customer service, call center support or sales center status. While still very important, these specific targeted interactions are only portions of a company's impact on current customers. In today's world, the impact upon a customer OR potential customer takes place in all arenas, many of which a company does not have under its direct control.

Customer Experience Success™ covers more than basic, simplistic metrics such as customer satisfaction, loyalty scoring or Net Promoter scores (NPS). Current research shows these oft touted scoring and ranking mechanisms are predominantly: 1) serving a corporate agenda as beauty contests between companies and 2) are not nearly as correlated to a company's future success as previously thought (see article "The Myth of Customer Satisfaction," and our "Brand Engagement Report.")

As the following illustration shows, to implement real Customer Experience Success™ as a program can be one of the most disruptive influences upon a company's "business as usual" stance. If you are not serious about 1) understanding what all your audiences think about your company and 2) acting upon that knowledge - than our Customer Experience Success™ program will be your worst nightmare.

Through this program, we eliminate excuses, destroy straw men, threaten corporate silos, kill sacred cows and produce the largest disruptors to a company's "life as usual" attitude that you can imagine. This Program is NOT for any company looking to continue business as usual. It IS for those select few who are ready to attempt the jump from "good to great" and reach the optimal level of success they are capable of achieving.

In today's world: "Knowledge is overrated ... Actionable knowledge is priceless" and, regardless of what you may think, "The customer IS already at the helm of the ship."

A quick look at the fit of CES™ within a company quickly shows that this Program is not easy and it is not simplistic. It IS the ultimate combination of complete market intelligence expertise to help you meet your company goals, prepare for the future and avoid that nemesis of all businesses or organizations...extinction.

This Program is a 360 degree, multi-channel, multi-locale, multi-methodological, multi-market segment actionable knowledge process that looks to the future for your industry and your company. Prior to any implementation, a company has to qualify to participate. Why?

We thoroughly understand that the primary reason most market information processes fail is because of the client company leadership's lack of commitment to 1) the process itself, 2) really listening and hearing what is being found and 3) taking the necessary steps to implement to meet new requirements. This is true for such singular programs as on-going customer satisfaction and loyalty initiatives, on-going market segmentation and branding efforts, and even massive data mining processes implemented as a part of CRM processes. Unfortunately, the vast majority of these eventually end up as credenza food on some lower level executive's desk and are ultimately discarded due to the company's leadership changing to another management "flavor of the day" metric program.

Because we understand the primary reason for failure of other simplistic initiatives and due to the enormous possibilities for success when CES™ is correctly implemented, The Arthur Group selects the companies with whom we initiate the Customer Experience Success™ program.

The selection process is as follows:

1. Preliminary application pre-screened for basic suitability,
2. If potential client meets initial criteria, a complete internal Customer Experience Success™ Audit is implemented (paid for by potential client),
3. Review of results with company/department leadership with accompanying decision of acceptance or denial for program participation,
4. IF company fits The Arthur Group's profile for potential success with CES™, expectations agreement is reviewed with potential client,
5. Once fully and mutually agreed to, TAG's Customer Experience Success™ program is implemented.

Basic requirements are:

• A minimum time commitment to the recommended CES™ program (three years),
• A minimum annual financial commitment to the Program,
• Contractual commitment to agreement of our tiered Customer Experience Success™ programs. Tier level based on initial company size (revenue and employee), company objectives and goals, amount of The Arthur Group's resources required versus available internal resources, etc.

Benefits are:

• Turnkey solutions
• Outsourced operational headaches
• Highest quality standards/process
• World class benchmarks
• Integration
• Public recognition upon meeting various performance level standards.

We're serious about your business, are you?

• Preliminary application
• Request personal follow-up