Bennet Harvey Consulting
Bennet Harvey Consulting
Mill Valley, CA 94941
United States
ph: (415) 271-4919
mail
Services
We provide a wide range of Digital and Customer Experience services through a model designed to fit varying client needs for focus vs. intensity of engagement.
Whenever possible we consult with clients on their roadmap of CX-related work and collaborate to schedule services proactively.
Capability Assessment & Recommendations
Assess the level of maturity of your team's capabilities against a leading practice Capability Model. Sequence targeted maturity horizons and ientify quick wins and longer term strategic investments.Customer Journey Mapping
Journey mapping should document more than your intended path of customer interactions. It should capture the possible variations of both the customer's routes to completed objectives, but also your internal team's activities to support the customer experience. Journey maps should be instrumented to measure touchpoint performance based on both qualitative CSAT research and quantitative behavioral analytics. Heat mapping makes journey maps actionable and allows them to become part of your day-to-day governance of the multi-channel customer experience. We customize our journey maping approach to suit each client's needs for detail vs. operational agility.Organization Design
We have helped clients rationalize and transform digital and CX organizations in Financial Services, Online Education, Insurance, Online Services, Startups and more. Don't confuse Org Desig, Governance and Operating Model. Get all of these dimensions working together to achieve your company's best outcomes.Governance & Operating Model
Are you able to take advantage of marketing and customer experience opportunities in near real-time? Apply the latest practices in agile governance and CX operating model to make continuous improvement core to your culture. We can provide contract roles to fill gaps, and can demonstrate key behaviors through role modeling in a pilot phase.
KPIs, Metrics, Analytics & Customer Data
True accountability and performance requires clarity of roles and alignment around a well-defined and clear set of objectives, success metrics, and Key Performance Indicators (KPI). Move beyond traditional traffic numbers or dated engagement metrics and align around integrated end-to-end closed-loop journey-based CX KPIs. Take advantage of the latest data visualization tools and approachs.
We combines these services into solutions customized to meet client needs. We build integrated teams of consulting professionals and your internal team members, supported by colaboration tools and data visualizations appropriate to your needs.
Join a long list of satisfied customers of our team's integrated services. Contact us today to discuss your objectives and how we can help.
Copyright 2016 Bennet Harvey Consulting. All rights reserved.
Bennet Harvey Consulting
Mill Valley, CA 94941
United States
ph: (415) 271-4919
mail