Services: Assess.

It's not easy to identify a problem. Often, we'll assume that a symptom is the problem. And that notion can create not just many misunderstandings but misdirect and interfere with the team accomplishing the tasks to work towards the right goals. I've seen teams course-correct, believing that they are solving a problem when they were solving a symptom. It didn't work out well for them. It is easy to identify a symptom; it is hard to discover the root cause of what's happening around you. This is why this is a key step and investment in this process that is often overlooked and oversimplified. And I can't stress this enough.

Once you have a clear problem to solve, the world is simpler, and problems are suddenly easy to solve. This is the key to our work. This step may have the simplest output of any of the steps, but this is the diamond step. Without this work, you won't see exceptional results.

This work is typically completed with the Listening and Identify work. It is difficult to do this work on its own. But if you have research on-hand to review, it is possible to do this work alone. However, the conversation about identifying solutions often helps teams better understand the problem.

Review data to identify the problem to solve and surrounding symptoms 


  • After listening, review all the data and map issues/concerns into groups
  • Determine how the issues and concerns relate to each other to define a problem
  • Put the problem into words


  • A slide that defines the problem and lists its symptoms

What's our approach? Get the eBook.


How do we do this?  Our process is: Listen. Assess. Identify. Act. Repeat.

1. Listen.

We have expanded the definition of listening to include actions and observation. As we know, actions speak louder than words. Especially in the digital world, actions are the starting point to discover customer motivations and the best way to connect with customers.

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2. Assess.

We help you define the problem. After listening to customers, employees, the data, and the situation, we assess the situation. We identify symptoms and determine the root issue. Once we discover that, we identify solutions to solve the problem. Keep in mind that it is easy to identify a symptom; it is hard to discover the root cause of what's happening around you. This is far from trivial work.

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3. Identify.

Determine possible solutions to your problem. We'll identify multiple solutions to solve your problem and outline the benefits and challenges of each. We'll discuss all the options and brainstorm new ones so you and your team can decide what is best for your organization. You make the right choice for you.

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4. Act.

We work with your team to create an action and implementation plan for your solution (including defined success metrics and identifying ideal outcomes). We'll manage it as well to be sure we meet expectations.

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5. Repeat.

Once we take action, we start listening and observing results and start the process again. We will monitor what is happening to discover new problems and determine if new symptoms appear. We will then continue work to improve results. Our goal is to ensure incremental progress and improvements.

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Get started today

Take the first step and contact us to see if we are a fit for your company and your team.

Contact Us >

Let us help you create better digital customer experiences, build customer relationships, and generate revenue. 

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