Advisory Services

How do YOU think
differently and evolve?

Customer Journeys

Employee Journeys

Ask
Yourself:

Is your culture by
design or by
default?

OUR BELIEF

We believe to operationalize an organization’s culture, it must be intentionally designed, taught, reinforced and then hardwired into the daily behaviors of leaders and employees.

The BCJ Group knows that for an organization to have thoroughly thought out a customer and employee journey, the three below areas must be aligned and have equal emphasis.

Business
Strategy

Mission

Vision

Purpose

Objective

Values

Organizational
Strategy

Work

Processes

Systems

Structure

Leadership

People
Strategy

Onboarding

Recruitment

Recognition

Selection

DEI

Training

Communication

Employee Relations

The BCJ Group identifies gaps in strategy to examine and evaluates the alignment, capabilities, and motivation within these strategies to effectively implement and support the vision, while building a culture by design, instead of by default.

In most cases, companies are simply not naturally wired to think about the journeys their customers and employees take.

It's in our DNA.

A journey begins the second a customer decides to act, or a future employee becomes interested in your organization

We never assume that leaders know what touch points matter most to their team and their customers, we analyze all data points that are available or need to be explored

We know that each organization’s journey is different, and we take that same approach with our clients, understanding what is uniquely you to help you create the best experience for your team and customers

Journey maps help increase customer & employee satisfaction, identify potential gaps, help with decision making and priority process

We understand that each touch point uniquely makes up the customer and employee journey and can continue to evolve over time

95% say journey maps help them increase
employee & customer satisfaction

© 2019 Hanover Research

Our Approach

  • Assess current cultural state using existing data and observations of staff and processes
  • Identify what matters within each journey to optimize critical areas
  • Finalize leadership alignment around purposes, values, behaviors and any other cultural initiatives
  • Set priorities for the most important gaps and opportunities to improve the journey
  • Anticipate the customer’s needs, expectations, and desires during each part of the journey
  • Evolve and operationalize the Communication, On-boarding, Performance, Recognition and other identified pillars
  • Implement real time employee and stakeholder feedback initiatives
  • Evaluate all ongoing initiatives and determine cause for success or struggle
  • Continue evolution of the journeys for a better end-to-end experience

Why us?

By partnering with us, you get more than a trusted advisor, you get a team who is eager to reach your desired success. You will maximize your team’s time, capacity, and resource investment, while avoiding unnecessary costs because we meet you at your point of departure. We engage your team in a way that provides a solid return on investment – beyond expectations with measurable results.

Are you ready to think
differently and evolve?

Whether you have a vision and need help connecting the dots or don’t know where to start but know that having an outside trusted advisor is impactful to your business, We Are Here To Help!
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Smiley Terminal™

Key Features:

Fast setup, easy operation

  • Place it anywhere. No wires, typically 3+ years of battery life*
  • Ready to use in minutes
  • Misuse protection effectively removes repetitive feedback, for instance children playing
  • Create and modify surveys easily
  • Fast and friendly support

Unbeatable response rates

  • Smileys capture emotions in real-time with a simple push of button.

Unlimited surveys and responses

  • Create as many surveys as you like
  • Capture as many responses as you can without additional cost

Safe feedback-giving options

  • Antimicrobial buttons actively remove viruses and bacteria from the surface
  • Smiley Link allows for touchless feedback with QR code and web link

Smiley Touch™

Key Features:

Fast setup, easy operation

  • Plug it in and start getting feedback
  • Create and modify surveys easily
  • Automatic and free software updates
  • Fast and friendly support

Unbeatable response rates

  • Smileys capture emotions in real-time
  • Follow-up question reveals the reason behind the emotion
  • Open comments provide additional insights
  • Overall results visible after responding

Unlimited surveys and responses

  • Create as many surveys as you like
  • Set up surveys for different periods during a day or a week, for example breakfast, lunch and dinner
  • Capture as many responses as you can without additional cost

Safe feedback-giving options

  • Antimicrobial touch screen actively remove viruses and bacteria from the surface
  • Smiley Link allows for touchless feedback with QR code and web link
  • Give feedback using gestures

Smiley Digital™

Key Features:

Fast deployment, easy operation

  • Minimal IT support needed
  • Create and modify surveys easily
  • Automatic and free software updates
  • Fast and friendly support
  • Automatic redirect to specific web page after survey

Unbeatable response rates

  • Smileys capture emotions in real-time
  • Follow-up question reveals the reason behind the emotion
  • Open comments provide additional insights

Unlimited surveys and responses

  • Create as many surveys as you like
  • Set up surveys for different periods during a day or a week
  • Capture as many responses as you can without additional cost

Multi-surveys

  • Ideal for measuring different things during a day or a week, for example breakfast, lunch and dinner