“GET ON BASE” The Customer Co. Initial service is a customer experience walk through to cover philosophies and elements of TCC processes. You determine the depth of research into your business and discuss objectives you want to achieve. This stage will determine our fees and fit for your goals. This can be 1 on 1 or with your leadership staff. The audit is based on my 5-pillars of customer experience and is designed to be administered by myself and/or you and your staff. The results will determine revenue growth or loss. This includes simple suggested action plans for improvement and a workshop with you and/or your staff to re-energize, motivate and help meet your most important goal. Experience + Loyalty = Sales Growth

The Customer Company

The Customer Company helps you build and sustain a REMARKABLE culture—one engineered with intention, rooted in loyalty, and designed to create stories your customers will tell again and again.

Our service includes:

“We help growing businesses eliminate customer friction, improve retention, and create premium service experiences that increase loyalty and revenue.”

1. Culture Kick‑Off Workshop

An on‑site or virtual workshop that introduces your team to the core principles of The Customer Company:

• The difference between satisfaction and loyalty

• Why stories matter more than scores

• How to eliminate the “bread sandwich” experience

• How to create empowered, engaged, ready‑to‑listen teams

• The OCR method (Observe, Coach, Roleplay) as your loyalty engine

This workshop sets the tone, the expectations, and the standard.

2. Monthly Follow‑Up + CX5 Training + 5 WHY recovery

A huge number of companies struggle because:

• staff are poorly trained

• customer policies are inconsistent

• nobody understands escalation

• turnover destroys service quality

Each month, your team receives:

• A focused CX5 training session (30–60 minutes) tailored to your most urgent needs

• Reinforcement of loyalty behaviors

• Coaching on greeting psychology, engagement, active listening, and remarkable problem‑solving

• Real examples from your business turned into repeatable processes

This ensures your culture doesn’t fade—it compounds.

3. Monthly Loyalty Audit

We conduct a customized monthly audit built around your business model and the Customer Co. framework. This includes:

• Property and experience walkthroughs

• OCR observation

• Culture alignment checks

• “NO‑to‑YES” audit (based on your slide: Audit your business this week for every ‘NO’—literal or implied)

• Review of recognition systems

• Evaluation of whether your team is creating stories worth telling

We then compare your audit results to:

• CSI scores

• Yelp reviews

• Google reviews

• Internal surveys

• Any other customer feedback available

This gives you a true loyalty score, not just a satisfaction score.

4. Monthly Report + Action Plan

You receive a clear, actionable summary:

• What’s working

• What’s slipping

• What stories customers are telling

• Where loyalty is being created—or lost

• What to train, coach, or reinforce next

This becomes your roadmap to a loyalty‑driven culture.

• © 2026 The Customer Company. All rights reserved. The OCR Training Program, including the Observe • Coach • Reinforce framework, all written descriptions, training language, instructional structure, and associated materials, are the exclusive intellectual property of The Customer Company. No part of this content may be reproduced, distributed, or transmitted in any form or by any means without prior written permission from The Customer Company.

Investment

Monthly service begins at $500, with pricing adjusted based on the size, scale, and complexity of your business.