Enhance Your Customer Experience

We analyze your customers’ experience, then train your employees to provide customers with the expected optimal experience to achieve.

A Leader in Customer-Centered Growth for Many Years

  • Customer-focused quality – The Customer Driven Company
  • Growing the top line – Customer Centered Growth
  • Differentiating the brand – Uncommon Practice
  • Customer experience delivery – Managing the Customer Experience

People Are the Differentiator in the Customer Experience

Forum Works on All Phases of Execution

Forum’s approach is to help clients achieve the return on their investment by

aligning employee behaviors with the brand promise or service standards

How Does Forum Add Value?

Forum specializes in aligning employee behavior at all levels with your brand message or service standards

We partner to:

  • Design a reliable approach to behavior change that:
    — Aligns behavior and skills with the brand or customer experience promise you communicate to the market
    — Addresses attitudes and motivation that shapes behavior
    — Equips your employees to deliver what you know your target customers value
  • Develop your leaders to support employees in delivering on your brand or customer experience promise – including tools to sustain the change
  • Positively impact customer loyalty where employee behavior is most critical
Forum’s Branded Customer Experience® is defined as aligning employee behaviors with
a company’s brand promise or customer experience strategy

Achieving Service Excellence

A key to ensuring the loyalty of customers lies in creating a predictably positive experience for them—every time they call or visit you.

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Managing Service Excellence

Managing Service Excellence teaches frontline service managers a system and skills for leading, developing, and motivating their service employees.

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Creating Customer Value

A key to ensuring the loyalty of customers lies in creating a predictably positive experience for them—every time they call or visit you.

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Sales Through Service

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What We Do

We analyze your customers’ experience, then train your employees to provide customers with the expected optimal experience to achieve

Increased profit

Increased profits from improved customer and employee loyalty.

Brand Promise

Brand promise delivered through each interaction customers have with the organization

Commitment

An organization-wide commitment to a compelling customer-focused strategy