Our Business Focuses on Creating Competitive Advantages for Your Business
We do this four ways:
- Our consulting services help businesses think strategically and tactically about codesign, cocreation, and coproduction experiences.
- Our research services elicit customer requirements, generate prototypes, and evaluate customer experiences.
- Our training services build the expertise of you and your employees.
- Our engaging presentations and keynote addresses at business meetings and industry conferences stimulate people to think differently about customer experiences, customer service, and customer relationships.
Consulting Services
We provide consulting services in these three areas:
Strategic Vision
We lead senior-level executives in:
Coproduction Experience Design
We guide product managers, engineers, and marketers in:
Organizational Alignment
We assist line managers in:
Strategic Vision
We lead senior-level executives in:
- Analyzing market, consumer, competitive, organizational, and technological trends that shape competitive strategy in the areas of codesign, cocreation, and coproduction
- Allocating resources that enable a company to deliver experiences that enable customers to unlock greater value from goods and services
- Creating strategic plans and business objectives that reflect the ideals and advantages of the coproduction revolution
Coproduction Experience Design
We guide product managers, engineers, and marketers in:
- Analyzing, inventing, and designing coproduction experiences for goods and services using our Coproduction Experience Model™ and Coproduction Experience Process™ methodologies
Organizational Alignment
We assist line managers in:
- Implementing initiatives to support codesign, cocreation, and coproduction strategies
- Re-aligning and re-designing business processes
- Creating customer/employee training and performance programs
Research Services
Our research services include:
Focus Group Design and Facilitation
We design and facilitate focus groups that:
Online Codesign Panels™
We design and facilitate our proprietary online Codesign Panels™. These intensive, four-week customer design sessions:
Focus Group Design and Facilitation
We design and facilitate focus groups that:
- Assess customer goals and tasks
- Gather customer requirements
- Evaluate customer experience storyboards and prototypes
Online Codesign Panels™
We design and facilitate our proprietary online Codesign Panels™. These intensive, four-week customer design sessions:
- Assess customer goals and tasks
- Gather customer requirements
- Engage customers in rapid prototyping of product, service, and experience solutions
Training Services
Public and In-Company Workshops
We offer public and in-company one- and two-day Customer-Centered Design Workshops. These workshops enable your employees to use customer-centered design methods to create, modify, and enhance products, services, and programs that result in higher customer satisfaction and trust. After completing this workshop, employees are able to:
Customized Leadership Events and Workshops
Customer Performance Group designs customized learning experiences for corporate strategy sessions and employee leadership retreats on a variety of customer strategy topics.
We offer public and in-company one- and two-day Customer-Centered Design Workshops. These workshops enable your employees to use customer-centered design methods to create, modify, and enhance products, services, and programs that result in higher customer satisfaction and trust. After completing this workshop, employees are able to:
- Choose appropriate customer-centered design methods
- Generate customer requirements for a product, service, or program
- Create a customer experience blueprint (process map) for a product, service, or program
- Develop customer experience storyboards and prototypes
- Write an Experience Performance Plan™
- Product managers
- Program managers
- Product and service developers and managers
- Marketing managers
- Marketing communications managers
- Customer experience managers
- Call center managers
- Field service managers
- Web administrators
- IT architects
Customized Leadership Events and Workshops
Customer Performance Group designs customized learning experiences for corporate strategy sessions and employee leadership retreats on a variety of customer strategy topics.
Company leaders engaging in a caucus activity designed by Customer Performance Group to discuss and debate different customer relationship approaches.
Company leaders brainstorm customer requirements for a service at a 2011 leadership retreat designed by Customer Performance Group.
Engaging Presentations and Keynotes
Customer Performance Group principals deliver engaging, inspirational, and thought-provoking presentations on customer performance and customer co-creation of value topics to audiences worldwide. Contact us to schedule a Customer Performance Group principal for your next event.
CPG principal Peter Honebein speaks to energy regulators about customer performance at the 2012 Asian Energy Regulators Conference in Bangkok, Thailand.
CPG principal Roy Cammarano speaks to self-service technology innovators at the 2005 KioskCom Conference in San Francisco.