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What do we offer?

At 4C Consulting we believe that taking a fresh look at the way companies interact with their customers can create long-term competitive advantages and unique value. We use our experience to help our clients clarify their customer interaction strategies, deal with business issues in marketing, sales & customer service and implement solutions that really deliver what they promise. The proof is in the people : our consultants are seasoned business professionals that leverage industry, domain and technology best practices and proven methodologies with a clear focus on:

Customer Experience Management
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Customer Experience Management

Customer Experience Management

Emotional customer engagement. That is what will separate future market leaders from their competitors, that is what separates today’s customer experience (CeX) leaders from the majority of companies. 

Emotionally engaged customers –being it empowered consumers (B2C) or buyers (B2B)- increase top-line growth and improve bottom-line performance: (1) they generate additional value and (2) they reduce overall operating costs.

To emotionally engage your customers you must consistently deliver a desired and deliberate customer experience, across all customer touch points and all stages in the customer life cycle.

As an exclusive partner of Beyond Philosophy, 4C Consulting offers a unique set of services that help you define, assess & realize your customer experiences and customer interaction strategies: 

  • Customer Experience Statement
  • Naive-to-Natural Assessment
  • Emotional Signature
  • Moments of Truth Transformation
  • Experience-driven complaints handling
  • Unique Customer View
  • CRM Roadmap (program definition, scope, planning & budgeting)

 

Customer Interaction Management

4C Consulting offers clients expertise in the design, implementation and management of customer interaction centers (customer service, helpdesk, inside sales, ….).

We have developed a framework of best practices that are used by our consultants to audit contact center operations, identify performance gaps, and recommend pragmatic, actionable solutions. 4C Consulting understands the complexity of the customer interaction environment—that success is based on the critical integration of people, process, and technology to deliver a superior customer experience. Whether you are seeking to reduce costs through self service initiatives, process re-engineering, or consolidation, we provide the leadership and insights essential for success. Our consultants bring both operations and consulting experience to each engagement and can help your organization develop the diverse skill sets required for successful customer interaction management. Regardless of your operational mandate —sales, service, or marketing— our customer interaction consultants can help you optimize operational efficiency, improve customer satisfaction, and generate additional profits.

Our specific customer interaction focus:

  • Contact center health check
  • Contact center maturity assessment
  • Quality assurance
  • Contact center design & transformation
  • Multi channel strategy
  • Social media integration
  • Contact strategy