Solutions
Standards Development & Content Management
Align critical business content to provide direction on the optimal customer experience.
LRA helps companies design and articulate a shared vision of the desired customer experience – the internal brand - and then creates the required foundational "content" to ensure that vision becomes a reality at every touch point.
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Interested in learning more about LRA's Customer Experience Management solutions?
Over time, the sheer volume of a company's operating "content" can grow out of control. Internal growth, acquisitions, mergers, and leadership turnover all add to the confusion, providing employees with inconsistent -
and in some cases conflicting - direction on how to do their jobs and serve the customer.
Our team combines expertise in experience design, facilitation, customer retention consulting, technical writing and information architecture to make sure your organization is speaking in "one voice" to better serve your customer. We facilitate a process that may involve documenting existing content, facilitating a creative service/experience design workshop or extracting the critical "tribal knowledge" that your employees pass along verbally. The deliverable – a cohesive knowledge base that forms the foundation for consistent, exceptional customer experiences. Every touch. Every time.
This solution is ideal for C-Level, Brand, Marketing and Operations executives alike, who may be looking to create:
- Service Mission and Vision Statements
- Universal Customer Service or Brand Standards
- A Defined Service Culture
- Job Specific/Functional Standards & Specifications
- Policies and Procedures
- Service Philosophy/Service Model
- Best Practices Repository
- Internal Marketing and Internal Brand Messages
- Steps of Service and/or Business Processes
- Experience Design Documents
- Innovation Resources and Guidelines
- A Corporate Knowledge Base (Online/Hard Copy)
Our CEM Methodology
Our proven process is the blueprint for the design, implementation, and delivery of each superior experience.
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Learn more about how LRA has helped organizations with issues just like yours.
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