Clear and effective customer experience consulting
The 4P Customer Experience™ framework is the best way to understand what drives a customer to be satisfied.
Customer experience leader and consultant Michael Pearce developed this model to help businesses better understand what drives customer satisfaction to create more value and be competitive.
The 4Ps of Customer Experience™ principles are at the center of the learning and business consulting services offered. Services are priced and scaled to meet any business or organization need.
The 4Ps of Customer Experience™ Model
Create a 4P Customer Experience™ Business
Workshops & Training
Let Michael educate and train your organization on The 4Ps of Customer Experience™ fundamentals
Business
Consulting
A complete range of consulting services for your business or organization applying The 4Ps of Customer Experience™ principles
Speaking
Have Michael deliver a keynote to kick off an initiative or build leadership engagement in The 4Ps of Customer Experience™
4P Customer Experience™ Workshops and Training
These classes and retreats are designed to meet you and your organization's team needs. Whether you are wondering where to start, need to build alignment, or need to address a specific troubled area, the 4P Customer Experience™ classes are the solution.
Customer Experience 101
Customer Experience Basics
Participants will take away a new way of thinking about customer experience, both in their business and personal lives. This course covers the reasons why CX impacts a business, the 4P Customer Experience™framework in your business and the process of how to develop a consistent and memorable experience for customers.
Available in one or two hour sessions. Perfect for leaders and managers, sales and development teams, and marketing professionals.
Customer Experience 201
The 4Ps of Customer Experience™ Workshop
This immersive and interactive workshop breaks down each of The 4Ps of Customer Experience™ elements. Participants learn the best practices and core customer needs, then work as teams to apply the learning to their business. Teams leave with a better understanding of what needs to prioritized and how to get there.
This workshop works best as a full day retreat for business teams. While anyone from your company will benefit, it is recommended to bring together teams that will collaborate on CX in practice.
Advanced Placement
Specialized Topics
These courses are meant to address specific needs to help the business learn the best practices to build an internal program. Each comes with one-hour of consulting to the business or organization on the training topic. Examples include:
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Customer feedback and surveys
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Organizational culture and CX programs
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CX leadership and governance
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Budgeting and resourcing
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CX price strategy
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Service recovery
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Structuring and staffing teams
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Lasting impressions
The 4Ps of Customer Experience™ Business Consulting
The 4Ps of Customer Experience™ business consulting services are designed to address your organization's specific needs. Whether you need major changes or some quick wins, we can help your business grow, increase referrals and improve customer retention.
Strategic Planning
Plan for effectiveness and efficiency
For businesses committed to long-term customer experience initiatives or organizations looking for a roadmap to start the journey. A strategic plan built on the 4P Customer Experience™ framework will bring clarity and alignment.
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Customer experience vision, roadmap and timelines
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Journey mapping
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Customer analytics and needs assessment
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Customer experience governance and alignment across the organization
Cultural Transformation
Make your CX work sustainable
It's often said that customer experience starts with culture. But that is not as simple as engaged and happy employees. The way to develop long-term success is to align employees and customer needs and build ongoing programs to fuel that relationship.
The 4P Customer Experience™ Cultural Transformation ensures that hidden internal obstacles are removed, there is alignment across leadership, initiatives and internal marketing efforts, and a successful cultural transformation program is designed and properly resourced.
Tactical Solutions
Prioritize and solve the paint points
Sometimes business have the foundation in place, but need to make adjustments to a specific operational challenge. In other situations, a particular business unit has some unique challenges with implementing organizational standards.
The 4Ps of Customer Experience™ methodology is based on behavioral science and can be used to both explain and address specific operational challenges, including service recovery, responding to feedback, loyalty programs, customer-facing technology solutions and performance metrics.
4P Customer Experience Speaking and Conferences
Learn more about The 4Ps of Customer Experience™ business solutions for customer experience. Michael is available for any audience or customer experience topic.
Conferences
Book Michael for a conference keynote or to lead a customer experience session at your conference. The most popular talk is 4P Customer Experience™ masterclass, which is similar to the Customer Experience 101 workshop and a great way to educate and motivate all.
Keynotes and Seminars
Leadership Meetings
Educating leadership on The 4Ps of Customer Experience™ principles and process of building a CX-based company is an essential way to build alignment and momentum across the organization.
Educate and Align
Webinars
For a professional association or group that is looking for new ways of thinking or motivation through The 4Ps of Customer Experience™ principles, web-based presentations are perfect for those spread over a large geography or different work places.
Accessible Learning
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