Solving the problems faced by service businesses requires a different approach than what is needed to help product companies. We use unconventional tactics that help clients understand what their customer expect, what competitors are delivering and, how their own capabilities measure up.

Your opportunities will be shaped by what competitors are offering your customers, and it isn’t enough to know where they are today; we help you understand where your competitors’ strategies are taking them by:

* Sampling competitors’ customer
experiences, call centres and other
interactions

* Reviewing LinkedIn profiles, job
postings and management changes

* Researching press releases, case
studies, campaigns, testimonials,
public financial reports and
webcasts

Growth alternatives always need to be evaluated in the context of an organization’s ability to execute. This can be particularly difficult with service firms, where capabilities often reside within particular individuals.
We get to the core of what you’re best at by:

* Examining internal processes,
metrics and incentives

* Conducting win/loss analysis on
key deals/clients

* Understanding customer
satisfaction and complaint
reporting