Helping Organizations Manage Expectations so they Can grow!

Our technology client was at risk of losing a multimillion-dollar customer. They invited the leadership of both companies to participate in one of our workshops to understand where their products & services were not meeting customer expectations. The client had the opportunity to realign outcome expectations related to functionality, adoption, and value outcomes based on our framework. The client is now one of their most vocal advocates. They adopted our framework for their periodic customer success conversations, resulting in a 4-point increase in NPS (Net Promoter Score).

Our client is an industry world leader. They have grown through acquisition. While the growth has made them mighty, the mixture of organizational cultures and expectations has made them dysfunctional and ineffective. We facilitated workshops throughout their company that helped align expectations using our psychology-based framework as a foundation. The workshops resulted in a shared vision for success across the company and increased productivity and cross-organizational collaboration by 35%. 

Our client is a relationship-centric retail company that uses our framework as their Employee and Leader 360 feedback process. Employees set quarterly and yearly goals based on the Dialogue-7 expectations management framework. They also use it as an evaluation tool for their leadership team. After training the HR and management teams on the framework, we helped them implement the evaluation and feedback process that resulted in a 40% increase in employee engagement and a tangible positive change in company culture.

Our client experienced drastic changes to their business model during the global pandemic. As a result, they had to reach out to their partner channel to figure out how to stay profitable and get the buy-in of their sales channels and distributors. We conducted a series of online, town hall-style, half-day workshops using our framework to identify innovative ways to move forward. The resulting ideas helped the companies remain profitable without losing partners. This effort resulted in a 30% increase in channel partner retention and a 20% increase in channel sales.

Our food chain client needed to build trust with local communities to better understand community engagement expectations. We used our framework to facilitate a series of community forums to gather insights about the type of relationship communities expected from the supermarket chain. Since then, the company has experienced a 15% increase in marketing responses and completed consumer surveys. They also enjoy consistent community participation in sponsored events.

Our member services client bragged about being a "relationship-focused" organization. Their members disagreed and membership declined as a result. We applied our expectations management framework to re-evaluate their member acquisition and retention strategies. By assessing member perception and journey we discovered specific misalignments we helped correct. The organization began to see membership increase initially by 10% and gradually by 35% in the first eight months, largely via member referrals.

Our member services client made a significant investment in CRM and AI technology to increase subscriptions but struggled with the adoption and use of the technology to better understand and manage client expectations.  We conducted our workshops at multiple locations in North America to educate sales, marketing, and support teams on our framework and designed new processes.  We then joined forces with a CRM/AI technology partner who aligned the processes with the technology, resulting in a 60% increase in tech adoption.