How much did the last investment that didn't change your customers' behavior cost?
Decision Lab
Discover where to prioritize investments to achieve better results with customer experience.
Marketing. Mentorship and training. Renovations. Consultancies. Technology.
Do you decide with evidence or with justifications that seem convincing?
You never fail to invest in improvements, especially those that impact the customer's perception of quality.
But, almost always, he invests with justifications:
“We need to improve customer service.”
“We need to modernize the product.”
“We need to renovate the room.”
“We need to strengthen our brand.”
On what was your decision based?
An architect designs an excellent renovation.
An agency creates an excellent campaign.
A consultant implements an excellent action plan.
A coach or a mentor develops an excellent team and leadership.
Everyone can do an excellent job. But everyone starts from a decision that has already arrived fully formed.
What if the priority was wrong from the start?
Maybe the problem was never the customer service.
Maybe it wasn't the communication.
Maybe it wasn't the structure.
Perhaps the customer simply stops perceiving value at a completely different point in the experience.
No execution, no matter how good it is, corrects a decision made on the wrong priority.
Executive Decision Lab
Investment Prioritization Diagnosis.
Before deciding where to invest, we identify where your company actually loses value throughout the customer experience.
The diagnosis brings together three perspectives that are rarely analyzed together.
- - intention of management: the planned experience,
- - Action carried out by the teams: the delivered experience, and
- - perception customer experience: the lived experience.
When these three visions are not aligned, the company continues to invest.
But the customer still perceives something else.
Therefore, our goal is not to tell you how to execute a project. It is to show Which project deserves to be executed first.
Why the difference between an investment that generates results and one that merely generates decision-making comfort is rarely in the quality of execution. It is in the quality of the decision.
Who is Decision Lab for?
Decision Lab IS for those looking for:
✔ make decisions based on evidence, not hypotheses,
✔ understand how customer experience directly influences profitability,
✔ discover the cause before investing in a solution.
Decision Lab is NOT for whom:
Look for a list of best practices,
want to copy the competitor,
✘ believes that customer satisfaction answers all questions,
✘ You have already decided where to invest and are just looking for someone to confirm it.
Most solutions help you execute a decision.
We help you make the right decision before execution.
We identify the points where the perception of management, the team, and the customers becomes misaligned and turn this data into clear investment priorities.
Discover where your company loses value before it shows up in the financial results.
-
Most problems start long before the drop in sales.
Align management, teams, and customers around the same reality.
-
A poorly prioritized investment can consume months of work and thousands of euros without changing customer perception.
Invest less. Generate more impact.
-
The problem does not always require new investments. It requires clarity on the best ones.
The methodology
3 steps to decide clearly:
Where was the decision born?
Intent
Understand your decision-making process.
Where did she lose coherence?
Perception
Identify the differences in perception between employees and customers.
Where should I invest first?
Prioritization
Identify investment priorities for real impact on customers.
Who developed the method?
Prof. Dr. Juliana Cândido Custódio.
- Postdoctoral researcher in Consumer Psychology and Doctor in Strategic Management
- Public Relations, Marketing expert, with over 20 years of experience market research for strategy and branding consultancies
- Teacher internationally recognized
- Expert competitiveness and relationships business
Test your investment hypothesis for the next season right now!
Start your analysis right now on where to invest to truly improve your customer perception, talent attractiveness, and competitiveness against your competitors.
