Growth Through Inspired Customer Experience

This Is Kind of Awkward

 

Talking about ourselves.. it's not our thing. We focus on you and your success. Well, it’s more like a passion. Ok, fine, we confess:

We Obsess About Your Success.

 

So who are we?

...We could use a swanky Venn diagram with jargon-y words and that ubiquitous arrow pointing to that elusive overlap and say “that’s us”.

...We could use nifty icons to show a process that seems revolutionary.

...We could use fancy words, acronyms, Copyrighted© and Trademarked™ words to suggest how savvy we are.

That’d be boring and predictable… and that's not our style.

We Are

 

  • We are the ones who see things others don’t.
  • We see opportunities in the voids.
  • We find the story hiding in the margins.
  • We exist in the a-ha moments.
  • We are pilots for new thoughts.
  • We are architects of new ways.
  • We are change maestros.
  • We are deconstructionist of the complicated.
  • Our theme song is Better–Faster-More.
  • In a meeting, we are the ones people naturally turn towards when the question gets asked: “anyone have ideas on what we should do?”
 
 
 

Find Out What We Can Do For You

For Higher Education clients, we’ll help you drive growth through:

  • Better Results from Search Purchases
  • Greater Volume
  • Increased Yield
  • More Applications
  • More Deposits
  • Less Melt
  • Increased Net Tuition Revenue
  • Better Retention

For Business clients, we'll help you drive your growth through:

  • More Revenue
  • Sideline the Competition
  • Lower Cost to Service Customers
  • Higher Conversion Ratios
  • Greater Revenue per Customer
  • Greater Loyalty
  • More ReferralsAdvocacy & Word of Mouth
 

Known For

 

Mind the Gap continues to be a national leader in driving strategic growth through the use of Customer experience (CX) as a market differentiator.

 
 

We believe developing attraction through all touch-points is dramatically more powerful, more effective and less costly than having to sell or convince.

 

It’s our thing. It’s the core of what we create. Our proven framework creates an Authentic and Sustainable approach to Attracting, Retaining and Activating your best customers.

The results break records. Revenue Records. Profit records. Retention records.

However, your transformed culture, amplified cross-departmental collaboration and, finally, knowing you have genuine control over your growth goals proves the the results are sustainable.

 

Authentic & Sustainable Attraction

You will break through the noise and stand out to your ideal customers. This is where we excel. This is where we live. This is what we do every day.

And we are now on day 2962 of creating transformative results.

 
 

The Name

Curious about our name? It describes the problem we are committed to solving for you - closing the gaps.

 

The truth is, for a number of reasons, it takes a new perspective to excel today.

Organizations fail to grow because of huge gaps:

  • Gaps between businesses and your best customers.
  • Gaps between schools and your right students.
  • Gaps between your internal teams.
  • Gaps between you and your ideal new hires.

These gaps hold you back.

We are committed to closing your gaps. We are not just management consultants. Of course we'll lead you. More importantly, we create an environment of learning in the process so you have everything you need to sustain your growth. We do more than help you close a gap: we help you Mind the Gap. 

Results

 

We'll get you there.  Everyone’s “there” is different – but it always boils down to growth.  

And with us, the growth is huge.

 

Because We Produce Results, our clients trust us with their most important objectives.

These are some of the ways we measure that trust:

 

For businesses:

$2.3+ Billion
The amount of revenue our strategies generate each year

$390+ Million
The amount of new revenue our strategies generated last year.

For Higher Education

960,000+ Students
The number of students recruited by our strategies each year

$65+ Million
The amount of new Net Tuition Revenue our strategies have generated

One time gimmick? Nope! Our clients don’t just hit their goals – they continuously surpass their own performance records - year after year.

And, finally, yes, 100% of our clients say they would hire us again.

When our clients continue to work with us through multiple projects over multiple years - that's when you know we are doing something amazing for them.

 

“Results are gained by exploiting opportunities, not by solving problems.”
-       Peter Drucker

It’s easy to get distracted by problems - let’s see things differently and exploit your opportunities together!

Our How

 

OK, hang on. This is super cool. But it’s like trying to explain quantum theory on a website. What you really should do is set up a time to meet. It’ll be 1-hour that changes how you see your universe. Seriously.  

 

 

Maybe you already know you want to win through customer experience (CX). Fantastic! You are already ahead of the curve.

Curious why we produce better results? It's a small thing that means everything:

  • Customer Experience strategy is good.
  • Greatness comes from something more comprehensive and proactive - what we call Customer Engagement strategy.

Customer Engagement Strategy?

We are growth creators. One thing we know: growth is only possible when you are fanatically focused on your customer. And not at just one step – their entire journey with you. That’s why we will teach you to focus on engaging. Engagement Strategy is a comprehensive discipline - it's a way of acting, not a function within your organization. 

Think of it as the result of Business Strategy infused with Customer Experience (CX) Strategy underscored by Marketing Strategy. Yup, this is different. But it's also something you'll quickly discover feels natural and right. 

Our Promise to You

 

You'll hear us say this a lot: the journey to the results often represents the greatest value.

 

Here's how we approach our journey with you.

#1   We never sell

No one likes to be sold. We believe value should be self-evident. From our first meeting to every subsequent recommendation we make, we will never sell you. We will offer you recommendations, guidance and insights we truly and genuinely believe are right for you.

#2   Your interests come before everything else

Everything we do starts with “what’s best for our clients” – from the services we suggest to the recommendations and guidance we provide. Your betterment lives at the heart of all of our thoughts and actions.

#3   We take it all very personally

We immerse ourselves into your world and realities. We think about your objectives with the same care and urgency you do. From a perspective of empathy, the leadership we offer will be relevant, realistic and appropriate for you.

#4   Becoming your trusted advisor is something we earn

Actions speak louder than words. Results speak louder than actions. We continuously work to earn your respect and appreciation to the point where we become an invaluable, go-to resource for trusted leadership, advice and guidance.

#5   Recommendation that are only for you

We don’t believe in ‘one size fits all’ solutions. Actually, we think it’s duplicitous to conduct a consultancy that way.

#6   We listen first

We listen until we fully understand you. We believe the right guidance for you can only come once we have an intimate understanding of your unique situation. We don't ever use preconceived strategies.

#7   You are always in control

While we are proactive in provide guidance and leadership, we put you in control of everything we do together. You have control over any aspect that is important to you. From pace, priorities to methods.

#8   Teaching you is our priority

Our working style is designed to teach and empower your autonomy. While some vendors hide their methods or tout on the value of the deliverable, we work transparently with you so that the journey towards deliverables creates knowledge and wisdom your team can re-use. While we love working with our clients, we believe you should be able to adopt our insights and run with them. We purposefully build in knowledge transfer so you can develop the level of autonomy you desire.

#9   We do what we say

We know you have a lot at stake. We appreciate you are putting a lot of trust in our partnership. You can count on the commitments we make.

#10   We do everything to prevent surprises

We think through every possible scenario we can imagine. We use our extensive experience helping other organizations through change. We are proactive in discussing possible challenges and your preferences as we proceed. We are transparent and candid in all our dealings with you.

We do indeed mean for these to set your expectation.  We are a different kind of consultancy.

Our Story

Mind the Gap was founded with the purpose to solve the challenges that hold your organization back from its true potential. We eliminate the gaps between you and your success.

 

Founded in 2009 by Graham Gill, a nationally recognized leader in Customer Experience Strategy (CX Strategy) and Customer Engagement Strategy, Mind the Gap leads organizations of all sizes and types to achieve record-breaking growth.

Graham is frequently invited to give presentations on growth strategies that utilize audience engagement strategies and tactics, optimal website design, social strategy and the benefits of building continuity through all customer touch-points.

For over a decade, Graham has a defining role in shaping best practices for Customer Experience and Customer Engagement Strategy. He has led organizations to create some of the best engagements in the U.S. His unique vision, strategies, tactics and accomplishments have produced tangible results and have been nationally recognized and awarded. He also serves on numerous Advisory Boards and has authored curriculum used by leading universities. 

What happens when your strategies and unique approach to Customer Engagement become so widely respected and awarded? One result: our work becomes the yardstick by which others are evaluated. That's why, year after year since 2008, the world famous Webby Awards asked us to join their roster of judges to help shape the best of the web. Who better to help you design your customer engagement experience than those actually selected to judge the best of the best?

Services

Curious about some of the tools in our toolbox? These are some of the typical projects we lead.

 

Strategy

  • Business Objective Definition
  • Brand Strategy
  • Customer Engagement Strategy (CE Strategy)
  • Customer Experience Strategy (CX Strategy)
  • Marketing Strategy
  • How We Win Strategy
  • Channel / Partner / Dealer Engagement Strategy
  • Social Media Strategy
  • Social Business Strategy

Analysis

  • Customer Journey Mapping
  • Focus Groups
  • Touch-point Audit & Assessment
  • Attrition Event Analysis & Resolution
  • Risk Analysis & Mitigation

Design

  • Engagement Roadmap Development
  • Messaging Framework
  • Website Redesign
  • Traditional + Digital Communications Redesign

Measurement

  • KPI & Success Indicator Measurement
  • Scorecard Reporting

Training & Guidance

  • Stakeholder Presentations
  • Staff Training

Ongoing Leadership

  • Health and Performance reviews
  • Guidance on Vendor Selection & Management
  • Participation in Vendor Selection & Management

Our Challenge To You

This is a dare. No, a double-dare. OK, it's a double-dog-dare actually. If you've read this far, don't stop now. Schedule a chat to learn more about our methods, our results and what we can do for you. We promise you won't regret it.

 

Join Us

Giving Back

It's Our Passion

We are fortunate. Our work has earned us an incredible reputation. This reputation of creating amazing results for our clients keeps us very busy. But not too busy to give back. 

 

countless organizations work tirelessly each day to improve our world. The work they do is beyond wonderful, it's essential. Unfortunately, many of these organizations run incredibly lean. Many are under-resourced in nearly every measure. keeping the lights on is hard enough - access to high quality marketing and engagement guidance is rare. 

Our belief is simple - just because you are an under-resourced organization doesn't mean you shouldn't have access to high quality partners. 

It's Our Way of Saying Thank You!

Approximately each Quarter, we select one organization that would not otherwise have access to great guidance and donate our time and services. We are incredibly impressed by those who work each day to improve our world - this is our small way of saying thank you.

Could Your Organization Be Our Next Partner?

If you feel like your organization is a good fit for our Give Back Partnerships, please click below to read more about the details and to connect with us.