“It concerns me that I might not even realize
that we’re turning off our customers.”

- CEO/International Hotel Chain

Maybe you’ve awakened in the middle of the night wondering if the experience your brand is giving customers might be pushing them away.  Or maybe you know that their experience isn’t quite right, but you’re just not sure how to change it.  Or maybe you already have a vision plan, but you’d like to get a seasoned, second opinion.

Mike Wittenstein can help.

If You’re the Experience Sponsor:
Whether it’s crafting your brand experience from scratch, or providing a fresh take on a plan you’ve already outlined, Mike brings an open-minded, informed perspective on how to deliver an amazing customer experience.  Mike will help you think hard and work hard to uncover problem areas and turn them into competitive strengths.

With more than 20 years experience helping companies differentiate their brands through powerful customer experience, Mike has the unique and uncanny ability to see something new in things everybody else sees as ordinary.  Or routinely dismisses because, “That’s the way we’ve always done it.”  

If It’s Your Budget:
He always finds compelling and clever ways to introduce ideas customers rave about - in a profitable way - for your company.

Mike delivers customized, specific thinking and methodology, not nebulous theory.  He’ll work with you to determine WHAT needs to be done, then help you actually GET it done.  

If You’re Designated to Build the Experience:
Mike will help you develop the Big Picture elements of your experience design, utilizing the following services:

Mike doesn’t just recommend what needs to be done to improve the customer experience. He tells you why, shows you how, and gets everyone on the same page.  So, you get new capabilities that your own people appreciate, respect and know how to operate successfully.

Discussions
Mike can get you through the rough spots, build consensus, help prioritize options, and introduce Design Thinking to your organization. Design Thinking helps leaders and followers balance the analytics and methods preferred by mature companies with the intuitive and emotional insights that lead to breakthrough advances in experience design.

Ideation Sessions
If you need new ideas (lots of them) or if you need to extend, develop, or detail the ones you have, Mike can coach your teams to unprecedented levels of creativity. Really.

• Customer and employee experiences
• Customer service plans
• Encounter designs
• Brand strategies and frameworks
• Marketing plans
• Cultural change
• Websites, kiosks, smartphone apps, digital signage, web services, and more

Workshops
Learning-by-doing best characterizes Mike’s approach to experience design. He’s expert at picking the right activity that leads to the best insights for individuals, teams, and entire organizations.

• Introduction to Customer Experience gets everyone on the same page
• Storymining® offers unique tools for business and experience design
• Innovation Accelerator™ speeds experience designs to market
• Shop-Alongs sensitize experience design team members to their new roles
• Step Into The Story™ lets the team try on a new experience before going to the expense of actually building and implementing it.
• Starbucks 2.0 is an exercise that shows the importance of being on the same right from the start
• Undercover Shopper™

Second Opinion
Bullet proof concepts, avoid rookie errors, and learn how others may react to your ideas. Get an expert’s opinion on your ideas or their presentation before you ‘go public’ with them.

"Mike’s ability to help plan an entire business around setting, and then exceeding, customer expectations is nothing short of phenomenal. We saved countless dollars on ill-conceived customer services, and I truly believe years of frustration, by employing Mike's expertise. He helped us understand things from our customers' perspective."
- Michael Valverde, CEO, Green Valley Entertainment


"Mike is probably the most creative thinker I’ve ever worked with.  I met monthly with him simply to pick his brain and bounce off ideas.  As an executive in charge of 500 people, I gained a great edge with our strategies and their executions through my sessions with Mike."
- Morten Brante, IBM, Managing Principal