Our Work
The work behind the methodology
A structured, four-phase process that takes your business from a fragmented post-sale experience to a system that runs consistently — without requiring heroic effort from your team every day.
Each phase builds on the previous one. We don't skip steps, and we don't move forward until the current phase is solid.
Before designing anything, we need to understand where your customer experience actually stands. We map the complete post-sale journey: what happens after the sale, where the contact stops, how complaints are currently handled (or not), and what touchpoints exist — if any.
This phase involves structured conversations with you and, where appropriate, with members of your team. We're not looking for what should be happening — we're documenting what is actually happening today.
The output is a clear picture of the gaps, prioritized by their impact on customer retention and repurchase behavior.
With the diagnosis complete, we design the post-sale system components that address your specific gaps. This is not a template — it's a design process. The survey questions, the complaint resolution protocol, the repurchase incentive structure, and the contact calendar are all built around your business model, your margins, your team size, and your customers' actual behavior.
We pay particular attention to what your team can realistically operate. A system that requires capabilities your team doesn't have is not a solution — it's a plan that won't survive contact with Monday morning.
Design on paper is not enough. In this phase, we set up the tools and platforms needed to run the system, document the protocols in a format your team can actually use, and run training sessions to ensure everyone understands their role.
We stay involved through the initial operating period — the first weeks after launch — to catch any friction points and resolve them before they become habits. We don't hand over a document and disappear.
A post-sale system is not a one-time installation. Customer behavior changes, the business evolves, and what worked in month one may need adjustment by month six. We conduct periodic reviews of the key indicators — response rates, complaint resolution times, repurchase rates — and make calibrated adjustments.
The goal of monitoring is not to create dependency. It's to ensure the system keeps delivering results as your business grows and changes.
We don't measure vanity metrics. Every indicator we track connects directly to customer retention and revenue from existing customers.
The percentage of customers who make a second purchase within a defined period. This is the primary indicator of whether your post-sale system is working.
How long it takes from when a complaint is received to when it's resolved. Defined response windows are only valuable if they're being met.
The percentage of customers who complete the satisfaction survey. A low response rate signals a timing or format problem that needs correction.
The percentage of customers who remain active over a given period. The foundational metric that all post-sale work ultimately serves.
The diagnosis is where every engagement begins. It gives us — and you — a clear, honest picture of where things stand before we design anything.