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Web Site Design

Web Site Strategy and Design

(CX) Customer Experience Aligned

Websites that delivers results

Web Site Strategy

Six Sigma

Process Improvement

Office and shop application

Reduce cost / Increase profit

Six Sigma Savings

CIO Services

Transition CIO

Interim CIO

Part Time CIO

The CIO Advantage

What is CX?

CX is made up of success, effort, and emotion.  All of these have impact on customer loyalty, changes in the emotion component will create the most significant increase in loyalty.

Customer Experience (CX) is a measure of your customers' perception of how your company treats them.  

86% of buyers are willing to pay more for a great customer experience.

If your company will focus on CX, your customer retention will improve, customer satisfaction will go up and you will see improved up-sell and cross-sell.  Your bottom line will improve.

CX matters for your website.

A good CX is what makes someone tell someone else about your company.   Only 1 in 26 dissatisfied people wil actually complain but 2/3 of customers that leave will say they are dissatisfied.

 

 

Extraordinarily Effective Web Design

Our Web Site Strategy and Design Practice is all about focus on your company, your products, your customers and your prospects.  Our PageShaping┬« methodology guides us as we gather requirements for the various elements of your website.  

We have a passion for web site design.  You can see it in our work and hear it in our voice.  When we sit down with you to talk about your web site goals, you'll get a sense for the commitment we have to excellence for your web site. 

We realize the importance of your visitors and their overall Customer Experience.   

We'll work with you to find the right balance of information and 'tease', along with a cleanly defined funnel for guiding your potential customers to initiate contact.   Let's not overlook that we don't want every visitor to contact you, because every visitor is not really a potential customer, are they?

We deliver results.  

Live Chat and Chat Bots

The use of chat and bots on websites has passed the point of fad and is now generally accepted by visitors. Allow your web site to engage customers and prospects 24x7, and then supplement it with your team during office hours.

Statistics show that customer service and sales/marketing are the two areas that benefit the most and provide a visitor with the greatest value.

Statistics also show that senior executives are more likely to engage a bot.  

If your business is B2B, then you should have both Live Chat and Chat Bot on your web site. 

Collaboration makes sense

Collaboration is really another step in Business optimization.

Reduce the effort it takes for your team to get things done, and more will get done.   

Transaction Data - CRM, ERP and other enterprise wide systems.  
Communication - email, voice and text. How many of each?
Teamwork - Other activity that doesn't fit into the ERP is usually in a spreadsheet or email.

Most of your team has both an office phone and a cell phone.  Do you pay for both?  Do you have a phone system and provide cell phones?  Is that cost effective or just necessary?

Everyone has at least two voice mail boxes to check. Sometimes callers leave a message on both.

Six Sigma

Our Six Sigma Practice is all about lean manufacturing, elimination of waste, error-proofing, and productivity improvements.  The foundation of Six Sigma is DMAIC, which is Design, Measure, Analyze, Improve and Control.

Six Sigma is a business philosophy aimed at elimination of waste.  From the shop floor to the top floor, there are ways to do things better and increase efficiency while reducing cost.  We did a process mapping event for a company that does about $100MM in annual sales.  They had 32,000 orders the prior year, and after mapping out their process from Order to Cash, we determined that they spent $2.8MM for just the office staff to handle those orders -- that's not including any production costs.  That's way too expensive to process the paperwork.  

We identified ways to trim that $2.8MM in half.

Six Sigma is all about using data, production data with quality data to measure your success rate, define upper and lower control limits, and then manage the process so that the numbers are maintained within an acceptable range.  It works just as well with office process as it does on the floor.

 

CIO Services

Don't confuse this offering with those that provide an IT Manager and call it Virtual CIO.  Our CIOs are seasoned, with at least 10 years experience as a full time CIO running a robust IT Organization.

Our CIO Services Practice provides clients with the opportunity to engage a seasoned IT Executive to mentor, guide and supplement their current IT Leadership.  As companies grow, they typically transition though various phases of IT maturity until they reach the point where IT Leadership effectively battles the tactical needs of every day but cannot meet the long term strategic planning needs of the business.  

We can supplement your current IT Talent while we help them grow into the roll you need them to.

If you find yourself in need of temporary IT Leadership while you search for a permanent employee, or if your IT organization is in need of a strategic realignment before you make a new hire, let us explain how we can help.