How We Can Help
The Fantasy
What you may think the customer experiences.
The Reality
But touch points along the customer journey are usually more complex.
Creating Better Customer Experiences (CX)
Canto Solutions Can Help.
At some point, your customer or prospect will experience a problem that could cost your organization money and time.
By pinpointing these problems, unlocking solutions, and training relevant stakeholders to embrace needed change, Canto Solutions can help your organization innovate, transform, and lead in its field.
Our services are distinct to each client’s needs and specific to drive noticeable, measurable improvements. Below is a partial list of available Customer Experience (CX) services.
Current-State Review
Future-State Process Planning & Implementation
Process Improvement/System Redesign
CX Standards & Best Practices
Hotel Guest Experience Improvement Initiatives
University Enrollment and Donor Assessment
Personalizing the eCommerce Experience
Secret Shopper
UX Mapping, Testing, & Evaluation
Voice of the Customer (VoC): Charting the Customer Journey
Restaurant Guest Retention
Customer Service Benchmarking
Engaging The Employee
Canto Solutions Can Help
Your staff and coworkers are your evangelists. Without them, there would be no customer experience. They speak directly to your customer.
Make sure you’ve “won over” them, or your CX plan will be poorly implemented.
Canto Solutions takes its recommended game plan and teaches it on all levels across the organization. This ensures adoption and proper implementation of all customer touch points, a unison message is spoken, and decision-making instilled in all.
Below is a sampling of Canto Solutions’ employee-focused turnaround services.
Current-State Review
Process Improvement/System Redesign
Customer Effort Score (CES) Survey Implementation & Assessment
Net Promoter Score® (NPS) Implementation & Results Assessment
Customer Satisfaction Score (CSAT) Survey Assessment
Employee Experience & Empowerment
Sales as Experiential Service
Aligning The Organization
Canto Solutions Can Help
You’ve pinpointed the customer issue(s). You’ve built employee buy-in. Now how do you put it all in motion among your various departments for a seamless experience?
Tony and the team at Canto Solutions can make it all happen through proven organizational alignment exercises and outcomes.
Below is a brief list of our organizational alignment services.
Future-State Creation
Innovation in a Post-Pandemic World
University Enrollment & Retention Services
Omnichannel Support Mapping & Assessment
Time To Resolution (TTR) Assessment
Adding Value to Your Loyalty Program
Branding Assessment
Crisis Messaging to the Customer
Training Front-Facing Staff
Our Approach
Achieving customer satisfaction.
Our Proven Approach
No one knows the dimensions of the new normal. But customer opinion is how we can measure current state and future needs.
We start with solid data and dive deep into stakeholder and customer perceptions and needs. We align those needs with business goals and objectives, identifying broken or missing links that show reality. And we offer an implementation roadmap to success.
We find customers’ unexpressed desires and needs. This is what we call anticipatory CX thinking. Then we help managers, employees and other stakeholders at all levels understand, embrace and pivot to address those desires and needs.
Tony and team are insight-focused and results-driven. Below is our framework to approaching an assignment:
Listen and understand client’s perspective
Dig to root issue(s)
Establish trust
Eliminate uncertainty
Provide perspective based on data
Reconfirm trust
Communicate what we see
Uncover opportunities
In essence, we bring our clients from Point A (Current State) to Point B (Future State) faster and smoother than they otherwise could.