Customer Experience Optimization Program™ (CEOP)

Your Roadmap to Customer Service Excellence

PowerHouse Consulting proudly offers the Customer Experience Optimization Program™ (CEOP) to corporate executives as a means of integrating strategic planning initiatives and operational assessments into one seamless and streamlined process.

A carefully crafted and refined process, CEOP assures thoughtful and effective analysis, recommendations, and implementation of your customer experience program.

CEOP is not yesterday’s warmed over process analysis. It is an in-depth, two-stage process that assesses the link between a company’s strategic goals and its operational execution. The result is a customized plan for action that yields a sustainable competitive advantage.

Stage One, Strategic Planning: PowerHouse senior business analysts partner with your management team to identify the six strategic elements against which all operational practices must be tightly aligned:

• Vision - Why does your company exist and do you communicate that message?
• Strategy - How does your company add value? What are your business drivers?
• Brand - Who is your company and what differentiates it from your competitors?
• Growth - What are your goals for business and revenue growth?
• Efficiency - How do you influence productivity?
• Customer Experience - What do customers expect from you?

Stage Two, Operational Assessments: PowerHouse conducts interviews and holds focus groups with key players at your corporate site to quickly yield key information on current Call Center operational practices. The assessment process is typically organized around: Leadership and Organization, People and Performance, Operations and Processes, and Systems and Technology.

Assessment data is then carefully analyzed and mapped against Stage One results to identify areas of alignment as well as gaps and misalignments.

The output? A carefully crafted Roadmap to Customer Service Excellence that translates acquired information into a meaningful set of solutions with recommended initiatives, timeframes, and resource requirements specific to the client’s business.