Senteo Solutions

Guiding change and transformation is not an easy task, regardless of the scope and complexity of the change. With over 25 years of business transformation experience, we have various tools and tactical approaches that allow us to create value for clients quickly. Our experience in different countries, industries, and economic environments gives us confidence in our ability to guide change in an efficient and sustainable manner.

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The Senteo Learning Experience

All of our educational programs follow a simple but very effective approach designed together with an organizational psychologist to improve the retention of concepts and stimulate application of the methodology to real world business needs. All programs are structured with the following four components:

The Senteo Learning Experience

Learn — understand the theory and mechanics behind each aspect of the methodology

The Senteo Learning Experience

Do — apply the different aspects of the methodology during exercises and work groups

The Senteo Learning Experience

See — observe real world applications, examples and case studies related to each aspect of the methodology

The Senteo Learning Experience

Extend — identify and support the possibilities for real-world applications of the methodology specific to current business needs and goals

EXPAND YOUR KNOWLEDGE
Online Courses Catalog
Speed up your learning results with free access to basic business coaching
All of our certification programs include at least one free basic business coaching session for basic business problems or difficulties applying the concepts in our courses and methodology to any specific business context.
Individual Learning
Measure the Quality of Customer Contacts, Customer Experiences, and Customer Relationships
Measure the Quality of Customer Contacts, Customer Experiences, and Customer Relationships

We create local and global market benchmarks, that enable companies to compare themselves with competitors and understand the quality of customer contacts, customer experiences, and customer relationships based on global best practices.

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Mystery Shopping Benchmarks
Customer Experience Culture Index (СXCI)

The Customer Experience Culture Index (CXCI) is a measure of the quality of human interactions with customers in different channels. Unlike other mystery shopping methodologies, the CXCI is designed to focus on the quality of human contact and the emotional state of the customer during each contact. The methodology focuses on four areas of measurement: How satisfying was the individual contact with each person? How effectively did the team work to meet customer needs, preferences, and behavior? Is the team ensuring that customer environments are comfortable and safe for customers? What was the emotional state of the customer during seven data points of the “journey” during each visit?

Customer Experience Culture Index (СXCI)

The Customer Experience Culture Index (CXCI) is a measure of the quality of human interactions with customers in different channels. Unlike other mystery shopping methodologies, the CXCI is designed to focus on the quality of human contact and the emotional state of the customer during each contact

CXCI – A Frontline Measure of Customer-Centric Corporate Culture

A measure of customer-centric corporate culture can be found in the quality of individual contacts between the employees of a company and customers. The quality of individual human contact, team dynamics during interactions, and the condition of customer environments under the control of the team are the key human influence in the quality of each contact/interaction with the company.

CXCI Criteria: What We Measure?

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Individual contact

How satisfying was the individual contact with each person?
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Teamwork

How effectively did the team work to meet customer needs, preferences, and behavior?
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Environment

Is the team ensuring that customer environments are comfortable and safe for customers?
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Customer journey

What was the emotional state of the customer during seven data points of the “journey” during each visit?
Customer Experience Index (CEI)

The Customer Experience Index (CEI) allows companies to measure and benchmark the quality and consistency of customer experiences for potential customers visiting a physical location for the first time. It is designed specifically for companies to see their performance compared to competitors through the eyes of a potential customer. The index is based on five key elements that have a strong influence on acquisition of new customers at the first point of contact in a physical location: Brand, Communications, Environment, Offering, and Culture. From the last 15 years of experience with this methodology, we can confirm that companies that are more advanced in these five elements in their physical locations will enjoy more effective customer acquisition results, lower price sensitivity, and more willingness to consider an ongoing relationship.

Customer Experience Index (CEI)

CEI Criteria

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Brand

Brand visibility, consistency, understandability, and relevance for the customer.
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Communications

Progression and understandability of the communications along with a relevant call to action and general tone of voice.
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Environment

Intuitive and easy to navigate premises along with the condition both inside and outside and the general quality of the atmosphere including order and cleanliness.
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Offering

Clear, relevant, and understandable presentation of the value proposition along with the terms, pricing, process, and any possible options or additional benefits.
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Culture

Interested, proactive, and detail-oriented staff, both individually and as a team, focused on adapting to the needs and preferences of the customer.
Customer Feedback Benchmarks
Five Promises

The Five Promises platform is an accessible, simple and standardized instrument for collecting customer feedback on the quality of human contact with customers. The analyzed feedback is then represented in interactive dashboards with insights on how to improve quality in your customer touch points in five key promises that any organization should fulfill for their customers.

Five Promises
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Relationship & Interest

We will always show sincere interest and treat each contact with you as an opportunity to strengthen our relationship
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Exceeding Expectations

We will always try to be flexible and find a solution that is tailored to your needs and preferences
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Teamwork & Roles

We will always be supportive and professional towards you and each other and work together to deliver the right outcome for you
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Attitude & Consistency

You will enjoy the same positivity, efficiency, and attention to detail with any member of our team
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Environment

You will always feel safe and comfortable in our environment

Why these Five Promises?

Our experience in over 30 countries has shown us that measuring the quality of human contact requires a balance of several elements. Asking your customers to rate these specific promises allows us to understand the quality of individual contacts, team dynamics, and the environment created by the team.

These Five Promises are also designed to isolate the quality of human contact – excluding other factors that may not be fair when evaluating the performance of employees. Other rating systems fail to isolate human behavior and often include many factors influencing customer feedback that are not specifically related to the quality of human interactions.

The Five Promises platform enables organizations to collect feedback from customers, index performance of physical and alternative customer touch points, and benchmark against other organizations to understand and improve the quality of human interactions with their customers.

Relationship Strength Score (RSS)

The Relationship Strength Score is a rich methodology that provides a measure of loyalty far more reliable than other approaches commonly used in business today. This survey / interview methodology is designed to measure three main factors of loyalty – Rational, Emotional, and Transformational.

Relationship Strength Score (RSS)
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Relationship & Interest

We will always show sincere interest and treat each contact with you as an opportunity to strengthen our relationship
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Exceeding Expectations

We will always try to be flexible and find a solution that is tailored to your needs and preferences
icon

Teamwork & Roles

We will always be supportive and professional towards you and each other and work together to deliver the right outcome for you
icon

Attitude & Consistency

You will enjoy the same positivity, efficiency, and attention to detail with any member of our team
icon

Environment

You will always feel safe and comfortable in our environment

Why these Five Promises?

Our experience in over 30 countries has shown us that measuring the quality of human contact requires a balance of several elements. Asking your customers to rate these specific promises allows us to understand the quality of individual contacts, team dynamics, and the environment created by the team.

These Five Promises are also designed to isolate the quality of human contact – excluding other factors that may not be fair when evaluating the performance of employees. Other rating systems fail to isolate human behavior and often include many factors influencing customer feedback that are not specifically related to the quality of human interactions.

The Five Promises platform enables organizations to collect feedback from customers, index performance of physical and alternative customer touch points, and benchmark against other organizations to understand and improve the quality of human interactions with their customers.

The main results, excerpts and conclusions in the presentation format on the results of the three-year research of the Customer Experience Index (CEI) in the banking sector of Uzbekistan and other Central Asian countries conducted by Senteo in collaboration with the Marketing Association of Uzbekistan.
Alexey Veretenov, Managing Partner of Senteo Inc., sheds light on the transformative role of the CEI in Azerbaijan’s banking sector in 2023.
Senteo's insights on banking trends highlighted at the 'Finance trends – FinTech and banks, anti-fraud, popularization of Islamic banking' conference.
Online Programs Catalog
Senteo’s Content
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Emerging as a compelling alternative to traditional banking, neobanks place a strong emphasis on providing swift banking services, responsive customer support, fair fee structures, and user-friendly financial products.
Ian Newman looks back on several years of rapid change in brand and communications in the Russian market, as well as offering his insights into future developments and trends.
Michael Ruckman is the founder and President of Senteo. He is also a senior advisor at Efma. He discusses the...
Voice On Demand Retail Podcast: Contacts, Experiences and Journeys: What customers really want
Michael Ruckman, President & CEO of Senteo talks about Customer Contacts, Experiences, and Journeys in this fast moving presentation from the MECS+R Congress in 2021 in Dubai.
Voice On Demand Retail Podcast: Part 3 – Leadership in the Retail Market
Michael Ruckman talks about Customer Experiences & Customer Journeys, The three faces of Digital for Retailers and the state of leadership in the retail market today.
Voice On Demand Retail Podcast: Part 2 – The three faces of Digital for Retailers
Michael Ruckman talks about Customer Experiences & Customer Journeys, The three faces of Digital for Retailers and the state of leadership in the retail market today.
Joseph Pine applies his methodology to the digital realm. It begins with a review of how innovations emerge in various industries, using “experience” to disrupt and capture market share.
In this thought-provocative book, Marcus Buckingham and Ashley Goodall dissect and debunk some of the most ingrained assumptions about work and leadership.
An anthology of Harvard Business Review articles. The authors of the 9 articles provide a collection of best practices for making your customers loyal, translating this into profitability.
Mihaly Csikszentmihaly explores his concept of ‘flow’: a state of consciousness characterised by complete immersion during which the ego, with its vanity and insecurity, is completely absent.
This book introduces the concept of “mass customization,” a model in which companies have evolved from mass production of standardized goods to produce greater variety in their products and services.
In this book, co-authors Terry R. Bacon and David G. Pugh explore how exceptional companies use the principles of behavioral strategy to exceed expectations and outperform competitors.
How to Build a Business That Lasts 100 Years
Join strategist Martin Reeves as he explains how executives can apply six principles from living organisms to build resilient businesses that flourish in the face of change.
What is Relationship-Centricity?
This short video explains what relationship-centricity is and how it is different from customer-centricity. Follow the link to see how companies can extract value from their relationships with
Explanation of What UX, CX and LX is and the Difference Between CEM & CXO
This quick 5-minute video explains the difference between User Experience, Customer Experience and Life Experience, provides examples of each and explains the difference between CEM and CXO.