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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.
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:
Learn — understand the theory and mechanics behind each aspect of the methodology
Do — apply the different aspects of the methodology during exercises and work groups
See — observe real world applications, examples and case studies related to each aspect of the methodology
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
Online Course
Understanding the Basics of Great Customer Experiences
This course will give you a general understanding of the basic principles and elements of great customer experiences as an economic offering.
Online Course
Understanding Customer Relationships & Loyalty
This course covers various methodologies for measuring customer satisfaction and loyalty and also includes a detailed discussion on the nature of customer relationships.
$195 One-Time Charge
Online Course
Understanding Segmentation & Segment Management
This course includes an explanation of historical approaches to segmentation and a detailed discussion on behavioral segmentation, behavioral scenarios.
$195 One-Time Charge
Online Course
Understanding Experiential & Transformational Offerings
This course covers different approaches to innovation and explores new sources of value creation both for customers and for businesses.
$195 One-Time Charge
Online Course
Understanding Customer Journey Mapping & Management
This course presents a comprehensive approach to classification of different journeys along with a detailed discussion of systemized journey management.
$195 One-Time Charge
Online Course
Understanding Customer Touch Points
This course covers a complete view of customer touch points (both physical and virtual) and a unique model for standardizing and managing customer contact models across channels.
$195 One-Time Charge
New
Online Course
Understanding Brand & Communications
Experiential Branding & Communications – Improving Brand Integration Through Emotional Engagement.
$195 One-Time Charge
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.
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.
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?
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?
Individual contact
How satisfying was the individual contact with each person?
Teamwork
How effectively did the team work to meet customer needs, preferences, and behavior?
Environment
Is the team ensuring that customer environments are comfortable and safe for customers?
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.
CEI Criteria
Brand
Brand visibility, consistency, understandability, and relevance for the customer.
Communications
Progression and understandability of the communications along with a relevant call to action and general tone of voice.
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.
Offering
Clear, relevant, and understandable presentation of the value proposition along with the terms, pricing, process, and any possible options or additional benefits.
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.
Relationship & Interest
We will always show sincere interest and treat each contact with you as an opportunity to strengthen our relationship
Exceeding Expectations
We will always try to be flexible and find a solution that is tailored to your needs and preferences
Teamwork & Roles
We will always be supportive and professional towards you and each other and work together to deliver the right outcome for you
Attitude & Consistency
You will enjoy the same positivity, efficiency, and attention to detail with any member of our team
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 & Interest
We will always show sincere interest and treat each contact with you as an opportunity to strengthen our relationship
Exceeding Expectations
We will always try to be flexible and find a solution that is tailored to your needs and preferences
Teamwork & Roles
We will always be supportive and professional towards you and each other and work together to deliver the right outcome for you
Attitude & Consistency
You will enjoy the same positivity, efficiency, and attention to detail with any member of our team
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.
Latest news
See All News and Events
The global shift towards digital innovation and technology has prompted Kazakh banks to migrate online, forcing them to focus on customer experience to secure a strong position in the market.
On May 28, Ksenia Konstantinova, Senteo's Director for Central Asia and the Middle East, spoke at an international conference at the Management Development Institute on Singapore in Tashkent (MDIS Tashkent).
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.
Online Programs Catalog
Certification Program
Chief Experience Officer Certification Program (CXO)
This program is delivered online and has been designed for an in-depth understanding of the basic strategic concepts that are necessary to design, build, measure, and manage experiential and transformational offerings.
$1,995 One-Time Charge
Certification Program
Customer Experience for Distribution Leaders (CXD)
This program is delivered online and has been designed for distribution leaders to understand the basic strategic concepts that they need to design, build, measure, and manage experiential and transformational offerings.
$985 One-Time Charge
Certification Program
Customer Experience for Marketing Professionals (CXM)
This program is delivered online and has been designed for Marketing professionals to understand the basic strategic concepts that they need to design, build, measure, and manage experiential and transformational offerings.
$985 One-Time Charge
Certification Program
Customer Experience for Product Professionals (CXP)
This program is delivered online and has been designed for all product professionals to understand the basic strategic concepts that they need to design, build, measure, and manage experiential and transformational offerings.
$985 One-Time Charge
Certification Program
Experiential Innovation & Relationship-Centric Offerings (EIP)
This certification program, that has been designed for individuals involved in managing or sponsoring the innovation process in any size organization, explores different forms of innovation.
$745 One-Time Charge
Senteo’s Content
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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.
What is the difference between retention and loyalty, and between customer-centric and relationship-centric business models? How exactly can one monetize customer experience? Michael Ruckman answers these questions and more…
Chris Anderson argues that 80/20 rule applies in traditional retail channels, while in the online world, the ’98 percent’ rule applies. Mass culture is disappearing, being replaced by several niches.
A comprehensive manual on the changes occurring in the banking world, with a focus on the three main disruptive forces which are dramatically changing the financial services industry.
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.
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