Your Growth, Our Priority
Founded in 2022, Little Giant Inc. is a minority-owned consulting firm committed to helping businesses achieve success by enhancing customer experiences and services. Our expertise lies in developing effective customer retention strategies that drive business growth and sustainability.
Voice of the Customer (VoC) Programs
Develop and implement a comprehensive VoC program to capture, analyze, and act upon customer feedback across all touchpoints. Design surveys, feedback loops, and other mechanisms to gather insights into customer preferences, expectations, and satisfact.
Customer Experience Strategy
Developing overarching strategies that ensure a positive, cohesive customer experience across all touchpoints of a company. This can involve mapping customer journeys, identifying pain points, and implementing improvements.
Call Center and CRM/CXM Platform Management
Establish key performance indicators (KPIs) and metrics to measure and evaluate the effectiveness of customer experience initiatives. Utilize data-driven insights to identify areas for improvement and track progress over time. Work with each department to define which metrics will define their contribution to the overall customer experience.
Customer Experience and Customer Service Training
Recognizing that customer service starts with engaged employees, our consultants offer services in training (customer service, customer experience, leadership, business etiquette, and more!) and motivating staff to provide exceptional service.
Customer Service Optimization
Enhancing the efficiency and effectiveness of customer service operations. This includes training customer service teams, implementing new customer service technologies, and establishing key performance indicators (KPIs) and Service Level Agreements (SLAs) for service quality.
Competitive Benchmarking
Conduct regular competitive analysis to identify industry best practices and opportunities for differentiation. Benchmark our customer experience against industry leaders and implement strategies to stay ahead.
Digital Customer Experience
This focus is on improving the online aspects of customer experience, such as website design, user interface (UI) and user experience (UX) optimization, digital communication channels, and online customer support.
Customer Loyalty and Rentntion Strategies
Develop programs and strategies to increase customer loyalty, reduce churn, and enhance customer lifetime value. Technology Implementation and Integration: Advising on the selection and integration of customer relationship management (CRM) systems, customer service platforms, and other technologies that support customer experience and service.
