CeQuotia Consulting works collaboratively with our clients to produce the best results for our clients. The engagement process may vary depending on the project. For example a Customer Experience Measurement project, a brand strategy project and a customer satisfaction study may involve different phases. In general, however, our engagement process involves the follows phases.

Phase 1: Discovery. We start with detailed dialogue with the client. This involves talking to key decision maker and seeing the products or services and operations firsthand. We develop an understanding of the issues the client faces. The client will also have the opportunity to access us and our ability to deliver the results.

Deliverable: If we mutually decide to proceed further, an engagement letter is delivered at the end of this stage. The engagement letter is basically a contract that describes what the client can expect from us and what we expect from the client. It sets out the terms of the consulting engagement.

Phase 2 : Diagnosis and Information Gathering. Discussions with key employees and stakeholders, independent observation, and diagnostic tools may be used to develop a comprehensive understanding of the issues facing the client.

Deliverable: A work plan is delivered to the client.  Details of the methodology and timeline are presented.

Phase 3 : Project Design. The project is designed and implemented as per the workplan.  Depending on the project, the steps and activities in this phase will vary.  A customer experience mapping and experience design project will require different methodology and activities compared to a brand positioning project or a customer satisfaction tracking project.
Deliverable: An interim report is sometimes delivered depending on the project.  For very short projects, the client may not want an interim report.  There may be oral reports and meetings with the client during this phase.

Phase 4 : Project Implementation.  In the case of customer satisfaction studies, data collection and statistical and qualitative analysis will be conducted. In the case of branding or customer experience projects, the implementation phase may involve preparation of appropriate documents (e.g., brand positioning statement) or training (e.g., internal branding with employees or customer experience training).
Deliverable: Typically, there will be ongoing communication with the client during this phase.

Phase 5 : Reporting.  The work product will vary based on the nature of the project.  In all cases, there will be a final report summarizing the entire project.   The engagement may be concluded with the submission of the final report. In cases where we are not involved in the implementation, there is a follow-up meeting to review the entire project and recommendations. 

Phase 6 : Implementation.  CeQuotia can assist the client in the implementation.  This may involve, for instance, training employees or working with other agencies or internal groups to implement the brand strategy.  The engagement will conclude at the end of this phase.

Methodologies
We employ a wide variety of methodologies depending on the situation. These techniques include:
  • Surveys - Interactive Voice Response, Mall-Intercept, Online, Telephone
  • Focus Group Studies
  • In Depth Interviews (IDI)
  • Content Analysis
  • Competitive Intelligence
  • Industry Analysis
  • Product Usability Research 
  • Business Process Mapping
  • Customer Journey Mapping
  • Mystery Shopper

In the case of surveys, appropriate statistical analysis is performed.  In the case of qualitative studies, appropriate qualitative analysis methods are employed. 

For further information about our services, please browse our Web site. If there are any questions, please feel free to contact us.