BUCHANAN GROUP, INC.

Capabilities

Customer Experience360 is a Customer Experience Management consulting firm for B2C and B2B organizations. Expertise lies within the implementation of Net Promoter® System utilizing Net Promoter® Score, a customer loyalty metric, that predicts business growth. The consultative process is enterprise wide and includes: customer journey mapping/process mapping, identifying key customer touch points, implementing actionable customer surveys, implementing actionable employee surveys, developing internal employee processes that 'close the loop' on customer feedback, developing sustainable employee customer experience training. In addition, the consultative process will include market research and strategic marketing insights.