Situation: Our client, a fast-growing company in the advertising industry, faced challenges with setting and achieving their goals. Despite periods of substantial growth, they consistently missed targets and lacked alignment across leadership and staff. The company...
Joey is the Chief Experience Composer for Design Symphony, a customer experience consultancy that helps companies create memorable and lasting experiences for their customers. He is also the author of the best-selling book Never Lose a Customer Again, which provides...
Situation: Our client was a well-established company with a strong executive leadership team. Their CEO recognized a portion of their business that had slipped between those functional department heads – Customer Satisfaction and Retention. She was concerned...
If you want happier, more loyal customers, it starts with attracting and selling to the right ones. Customer retention isn’t just about after-sales service — it begins at the top of the funnel. The key is aligning your brand positioning with your marketing, sales, and...
“Three years ago, if you knew me or my business, you would have thought we were doing well. Truth is, the business was ‘fine,’ but I wasn’t. The tyranny of the urgent ruled, I was pulling lots of levers without knowing which mattered, and I was drowning in a stream of...
