Loyal Litix
Why We Are Unique
  • Third-party assessments generate goodwill and foster mutually successful partnerships. They are a unique opportunity for service providers to demonstrate sincere interest in improving performance. We have learned that a service provider’s customers appreciate internal third-party assessments but do not perceive them as being truly objective.

    • Objectivity:
      • Lacks a vested interest in the outcome and creates credibility
      • Ensures transparency by filter and bias-free analysis
      • Increases acceptance for the results by all parties
    • Transparency:
      • Enables focus and prioritization through clarification & qualification
      • Promotes and demonstrates accountability and conveys authenticity
      • Understanding perceptions, drivers, underlying concerns, and desired outcomes creates confidence
    • Understanding + Commitment + Alignment = Trusted Advisor
  • Expert interviewing and engagement skills at all levels within an organization ensures you and your stakeholders receive optimal value from participation.
    • Research and experience has shown that face-to-face interviews are the most effective way to engage customers at the executive level and to obtain qualitative feedback with context for action. This is the most expensive and challenging data collection method for service providers to do effectively themselves. Our approach is structured, compact, and strategically scoped for maximum efficiency and participation.

    • What you ask your stakeholders may not be what they want or need for you to know:
      • Customers and employees are not always aware of what they most want to convey.
      • They may not feel certain that the feedback will reach the right individual and warrant their investment of time.
      • They may view it as risky to provide direct and candid feedback to the service provider themselves.
  • We are a licensed loyalty partner for the Net Promoter Score (NPS) ® management discipline and loyalty metric.
    • Net Promoter Score® is the result of extensive research by Bain and Company, Fred Reichheld, and Satmerix on what it takes to earn customer and employee loyalty for both B2B and B2C environments.

    • Used as a metric, NPS® can be used for transactional and relational assessments at multiple levels of perceived performance:
      • Enterprise
      • Divisional
      • Account
      • Program/Contract
      • Individual
    • This broad perspective makes it highly effective for conveying intensity and urgency for qualitative stakeholder feedback.
    • We are one of a few Certified Loyal Partners nationally that supports NPS® for external B2B clients. We are the only firm that integrates NPS® into an engagement-based 360-degree customer assessment at the program/contract level for high-end customers.
    • Passionate employees develop customer advocacy and customer advocacy contributes to customer retention. Customer retention generates profitable growth. We include employee NPS into all LOYALitix® Value Assessments.
  • Our approach evolves and does not age. We research continually. Our offerings, processes, and methodologies are continually reviewed and enhanced. We incorporate the latest research on customer experience management, emerging best practices, our client’s feedback, and our own organizational learning.
  • Your stakeholder intelligence with be treated with the highest level of integrity as we work only with prime and current contract holders. We are not engaged in helping a competitor unseat you with your customers. This purely performance-based focus further contributes to the credibility and perception of your authenticity with your customers.
  • We provide experienced and highly skilled executive and senior level consultants versed in relevant multi-disciplinary fields. Our collective experience and skills include:
    • Multi-disciplinary leadership
    • Customer engagement and business process design, reengineering, and management
    • Designing and conducting external customer assessments and change management stakeholder assessments including multiple viewpoints:
      • Service provider management and employees, partners, suppliers, and your customer’s customers.
    • Business transformation and organizational/program turn-around
    • Project and program management
    • Change management
    • Knowledge management
    • Account, marketing and event, and business strategy
    • Public relations and public affairs
    • Public policy development
    • Healthcare operations, clinical analysis and research
    • Development and implementation of healthcare policy
    • ITIL, Six Sigma, and Net Promoter Associate certifications organizational and personnel development
    • Domestic and international experience
    • Commercial, Civil, Federal, and Defense experience
    • Enterprise scale IT business requirements identification and alignment
    • Public speaking