Confidential Customer Experience Assessments with Recommendations

Assessment Package Includes:

  • Initial Consultation and Proposal
  • Assessment Plan and Scope of Work
  • Onsite Scope Confirmation and Kick-off Meeting
  • Onsite Discovery/Validation of Process, Technology & Culture
  • Development of Assessment Report and Recommendations
  • Onsite Presentation of Report & Recommendations

Process Improvement and Documentation

Continuous Process Improvement Plan:

  • Analyze Current Processes and Performance
  • Identify Opportunities for Improvement
  • Plan to Improve Processes
  • Measure Improvement
  • Document Master Process Catalog

Customer Journey Map

Access the customer journey and identify and document all your customer touchpoints.

  • Pre-purchase touchpoints, Purchase touchpoints, Post-purchase touchpoints
  • Present state customer journey and Desired state customer journey

Technology Upgrades

Ensure that your technology tools are appropriate for your business: 

  • Confirm the synergy of your technology tools with your processes and culture
  • Confirm the efficiency and cost-effectiveness of your technology tools
  • Assess your digital transformation journey
  • Upgrade as appropriate for Business Continuity management, enabling business applications with text communications to customers, data center provisioning, data center discovery and mapping, automation, analytics, CRM, case management, telecommunications.

 

Voice of the Customer (VOC)

Customer Feedback Programs

  • Customer Satisfaction (CSAT)
  • Customer Effort Score
  • Net Promoter Score (NPS) 
  • Relationship Services

Workshops, Training and Coaching

Areas of Expertise:

  • Customer Experience Drives Revenue
  • Employee Experience Drives Customer Experience
  • Customer Service & Support Identity Best Practices
  • Customer Service & Support Management Training
  • Customer Service & Support Agent Training
  • Soft-Skills
  • Process, Technology and Culture

Speaking Engagements

TopCat is available for speaking engagements:

  • Industry and Community Events
  • Meetings
  • Seminars
  • Lunch and Learns
  • Conferences
  • Network Events

Project Management Services (PMP Certified)

TopCat can serve as Project Manager for your projects when you do not have the expertise in house, or we can augment your internal project management function as needed.
  • Planning, coordinating, and executing projects according to specific requirements and constraints
  • Performing some or all of the activities related to project work, from conceptualization to completion.