Analyse the problem
Prescription without diagnosis is malpractice. We diagnose what's working, what's not and how to put it right.
Sales effectiveness diagnosis
Mystery-shopper tests show that sales teams can miss out on unnoticed basics as well as subtleties. Our tests pinpoint problems and their solution. Read online Download pdf
Circuit test your sales process
Piecemeal change to handle new products or meet new regulations can undermine overall results. We'll help build, or rebuild, joined up performance. Read online Download pdf
Branch Choreography review
Slick point-of-sale leaflets are a start. But is every customer-handling step thought through as carefully? We help branches learn to dance. Read online
Muda assessment
In Japanese, muda means "moments when nothing of value is happening". In many organisations, they soak up 35-50 per cent of all costs. We can cut the downtime. Read online Download pdf
Circuit test your complaints process
From the customer's point of view, justice delayed is justice denied. Our analysis helps to streamline the tasks, saving time and delighting customers. Read online Download pdf
Marketing effectiveness diagnosis
You can measure marketing in scores of ways. But which metrics matter most? Which KPI really is key? We can help you cut through the clutter Read online Download pdf
Latest News
02.01.08 Rhetoric vs reality in service
13.11.07 Financial diseases of the rich
11.07.07 Principles-based regulation
31.05.07 Choreographing customer experiences
17.04.07 Engaging your customers
23.03.07 Implementing lean service
13.11.06 Crisis Management
Insights
Our work regularly puts us at the leading edge of issues facing senior managers in our clients...
Case Studies
Lloyds TSB
The extra load of compliance costs looked in - escapable. The figures for opening new current accounts, were very worrying: