🗣️ “We already have in-house service training.”
I’ve heard this a few times lately, and yes, training is essential. But here’s the real question:
What’s informing that training?
Where is the data showing where service is breaking down, where customers are disengaging, or where your teams are struggling to deliver consistently? How are you tying service protocols to actual revenue opportunities?
When’s the last time you analyzed your full journey, from first touchpoint to long-term loyalty, to see if your customer and your business are exchanging value at every stage?
This is the work I love - and know well: helping organizations uncover where experience is quietly leaking revenue and building a strategy to fix it.
Sometimes that means closing retention gaps. Sometimes it’s designing the moment that turns a satisfied customer into a net promoter. Other times, it’s about helping frontline staff recognize and respond to upsell opportunities.
It might start as a wall of sticky notes (hello, Journey Mapping), but it turns into something actionable: what I call "Blueprints" - a framework that guides real decision-making and measurable improvement.
Yes, it often leads to better training. But we don’t start there. I wanted to share my personal framework for this process below.
We start with insights.
