Providing next-generation Customer Experience consulting, call center automation and performance management strategies.
We've mastered the art and science of modern customer experience, from brand to marketing to digital engagement to assistance to lifetime loyalty.
Creativity as a science, empathy as a principle. No other team can support lifetime customer engagement the way we do - from the first creative a customer sees all the way to post-sales Customer Care and Warranty. No matter the scale or complexity, we can improve it.
Don't go offshore. Don't go near-shore. Don't go anywhere. Stop chasing the finite pool of human labor and embrace empathy-led design of data-driven solutions that release the constant pressure of finding human headcount. People are great at being creative, empathetic and occasionally leveraging high judgement. Machines should be doing everything else. We're the premiere designer of modern bots.
The world of performance management is divided into three kinds of companies: people who measure nothing out of fear of being discovered; people who measure everything because they don't know what matters; people who measure what others have told them to do because it's the easiest path to take. We'll quickly define your most important performance metrics, help you build the relationship between a measurement and behaviors, and develop you into a Performance Master.
The transformations we bring about requires leaders of strategic vision and moral courage. People who embrace and navigate risk. While our teams transform your world, we'll help you become the leader capable of leading it.
"Michael is an exceptional leader, strategist, and tactician, and a champion of strong team culture. His experience and sixth sense in customer experience is unparalleled. I especially enjoyed working with him on solutions to creative problems, where he has the uncanny ability to translate geek speak into imagery and language that agency partners understand and consumers love. My favorite leadership trait is that he hires the very best people. He has zero fear of surrounding himself with people talented enough to succeed him, and then helping them grow as leaders by providing a thoughtful balance of coaching, freedom, accountability, and feedback. Michael is a confident, capable, caring leader, and I count myself lucky to have had the opportunity to work with and learn from him."
"Michael is not afraid to take a bold step forward into the unknown, as he did when we first started working together. Michael has been a thought partner, challenger and inspirer of what’s possible. He never misses a beat for the people he believes in."
"I heard Michael speak in NYC in 2018 in a speech called "Burning NPS To The Ground", which wasn't the dominant perspective at the time. I thought, 'this guy is challenging the most common performance metric in corporate America like it's his mission!' It was. I've never seen him back down fighting for what he believes in and he's helped me grow in that direction, too."
"Through Michael's words and actions, I was immensely inspired to be better and to make some life choices that I had never felt were possible before.
My career path and my life have been dramatically changed by Michael. His encouragement and support will never be forgotten and will always be valued."
"I was delighted and lucky to learn from Michael about the most important metrics for customer care, indeed about the importance of delighted customers. He was indefatigable in his quest for improvement, and the unsolicited kudos that started coming in from customers gave us on his team a justified glow of satisfaction. Michael was refreshingly direct, pragmatic, and positive in his dealings."
"Michael is an actor of passion, having observed their unyielding drive to deliver not only a world class customer experience, but the true voice of the customer (something most organizations fail or refuse to listen to). In today's ever expansive marketplace of choices for consumers, Michael's understanding of the paths we all experience in making a purchase and choosing brand loyalty is more necessary than ever. They truly understand that these are not individual interactions, rather a journey with endless opportunity to fail OR delight."
"Somehow over the past two decades, "thinking outside the box" became a transformational directive, although being in the box to start with says a lot about the value (or not) of the phrase. Fortunately for Michael, thinking differently comes naturally, as does doing things differently. That's the value he brings to just about everything. Convention is not a part of his vocabulary, and that's precisely why the only box I'd put him in is one I call brilliant."