Our Process
As specialists in customer experience, we look to optimize every deliverable — from messaging frameworks to team training kits — and engineer these mediums to reduce confusion, increase trust, and create consistency interactions.
We do this through MAVEN™, our proprietary 6-part framework that integrates brand psychology, buyer behavior, UX principles, and internal team alignment into one cohesive, human-centered strategy.
As specialists in customer experience, we look to optimize every deliverable — from messaging frameworks to team training kits — and engineer these mediums to reduce confusion, increase trust, and create consistency interactions.
We do this through MAVEN™, our proprietary 6-part framework that integrates brand psychology, buyer behavior, UX principles, and internal team alignment into one cohesive, human-centered strategy.
What is The MAVEN™ Process?
What is
The MAVEN™ Process?
1. Clarity Core
We uncover the disconnects between what you say and what customers hear, what you offer and what customers believe. This stage gives you internal alignment and a foundation for trust-building.
1. Clarity Core
We uncover the disconnects between what you say and what customers hear, what you offer and what customers believe. This stage gives you internal alignment and a foundation for trust-building.
1. Clarity Core
We uncover the disconnects between what you say and what customers hear, what you offer and what customers believe. This stage gives you internal alignment and a foundation for trust-building.
2. Positioning Pillar
We define where your brand sits in your customer’s mind and why that matters at every touchpoint. It’s not just about market differentiation — it’s about cognitive clarity and expectation management.
2. Positioning Pillar
We define where your brand sits in your customer’s mind and why that matters at every touchpoint. It’s not just about market differentiation — it’s about cognitive clarity and expectation management.
2. Positioning Pillar
We define where your brand sits in your customer’s mind and why that matters at every touchpoint. It’s not just about market differentiation — it’s about cognitive clarity and expectation management.
3. Identity Signal
Your brand’s tone, look, and behavior should reflect who you truly are — consistently. We design those signals so your customers experience continuity, not confusion.
3. Identity Signal
Your brand’s tone, look, and behavior should reflect who you truly are — consistently. We design those signals so your customers experience continuity, not confusion.
3. Identity Signal
Your brand’s tone, look, and behavior should reflect who you truly are — consistently. We design those signals so your customers experience continuity, not confusion.
4. Visual & Verbal Leverage Layers
We script the right words and apply the identity in practical, high-impact areas: onboarding, sales, service, etc to shape perception and influence decisions.
4. Visual & Verbal Leverage Layers
We script the right words and apply the identity in practical, high-impact areas: onboarding, sales, service, etc to shape perception and influence decisions.
4. Visual & Verbal Leverage Layers
We script the right words and apply the identity in practical, high-impact areas: onboarding, sales, service, etc to shape perception and influence decisions.
5. Deployment Engine
We equip your team with tools to embody the brand — because customer experience isn’t a website thing. It’s a people thing.
5. Deployment Engine
We equip your team with tools to embody the brand — because customer experience isn’t a website thing. It’s a people thing.
5. Deployment Engine
We equip your team with tools to embody the brand — because customer experience isn’t a website thing. It’s a people thing.
6. Adaptation Loop
We audit your journey, refine your friction points, and design for retention. Because every experience after the sale is still part of the brand.
6. Adaptation Loop
We audit your journey, refine your friction points, and design for retention. Because every experience after the sale is still part of the brand.
6. Adaptation Loop
We audit your journey, refine your friction points, and design for retention. Because every experience after the sale is still part of the brand.
What's Included in the Clarity Suite?
What's included in the
Clarity Suite?
$3,500
Brand Discovery Intensive (90-min session + prep)
Brand Discovery Intensive (90-min session + prep)
Brand Discovery Intensive (90-min session + prep)
Audience & Positioning Map
Audience & Positioning Map
Audience & Positioning Map
Competitive Signal Analysis
Competitive Signal Analysis
Competitive Signal Analysis
Brand Narrative Core (storyline + strategic messaging angles)
Brand Narrative Core (storyline + strategic messaging angles)
Brand Narrative Core (storyline + strategic messaging angles)
Verbal Identity Brief (tone, voice, language dos/don’ts)
Verbal Identity Brief (tone, voice, language dos/don’ts)
Verbal Identity Brief (tone, voice, language dos/don’ts)
Action Plan for Visual + Experience Optimization (recommendations only)
Action Plan for Visual + Experience Optimization (recommendations only)
Action Plan for Visual + Experience Optimization (recommendations only)
Brand Discovery Intensive
A guided, in-depth session that surfaces gaps between how your brand is perceived and what it actually offers.
What you get:
A 90-minute structured session + insights doc.
What you get:
A 90-minute structured session + insights doc.
What you get:
A 90-minute structured session + insights doc.
Why it matters:
If your team or customers can’t explain you clearly, neither can your brand.
Why it matters:
If your team or customers can’t explain you clearly, neither can your brand.
Why it matters:
If your team or customers can’t explain you clearly, neither can your brand.
Audience & Positioning Map
A documented breakdown of who you’re speaking to and what they need to hear to trust and buy.
What you get:
Profiles + priority needs + decision triggers.
What you get:
Profiles + priority needs + decision triggers.
What you get:
Profiles + priority needs + decision triggers.
Why it matters:
Clarity here leads to faster conversions, better onboarding, and stronger long-term relationships.
Why it matters:
Clarity here leads to faster conversions, better onboarding, and stronger long-term relationships.
Why it matters:
Clarity here leads to faster conversions, better onboarding, and stronger long-term relationships.
Competitive Signal Analysis
An audit of how others in your space speak, behave, and show up — so we can design a distinct, trusted experience.
What you get:
Analysis grid + opportunity insights.
What you get:
Analysis grid + opportunity insights.
What you get:
Analysis grid + opportunity insights.
Why it matters:
Customers compare, even subconsciously. We give them a clear reason to choose you.
Why it matters:
Customers compare, even subconsciously. We give them a clear reason to choose you.
Why it matters:
Customers compare, even subconsciously. We give them a clear reason to choose you.
Brand Narrative Core
Your brand’s storyline and strategic angles — not fluff, but a structured narrative that shapes behavior and perception.
What you get:
A 1-page narrative doc you can build everything else on.
What you get:
A 1-page narrative doc you can build everything else on.
What you get:
A 1-page narrative doc you can build everything else on.
Why it matters:
Story isn’t for marketing — it’s how humans remember and trust.
Why it matters:
Story isn’t for marketing — it’s how humans remember and trust.
Why it matters:
Story isn’t for marketing — it’s how humans remember and trust.
Verbal Identity Brief
Defines your tone, language style, and voice boundaries — across sales, support, and service.
What you get:
Do’s, don’ts, examples, and usage cues.
What you get:
Do’s, don’ts, examples, and usage cues.
What you get:
Do’s, don’ts, examples, and usage cues.
Why it matters:
Brand experience breaks when the voice changes from page to person. This prevents that.
Why it matters:
Brand experience breaks when the voice changes from page to person. This prevents that.
Why it matters:
Brand experience breaks when the voice changes from page to person. This prevents that.
Visual + Experience Optimization Action Plan
Initial recommendations on how to align your site, sales touchpoints, and interactions with the brand strategy.
What you get:
Prioritized checklist.
What you get:
Prioritized checklist.
What you get:
Prioritized checklist.
Why it matters:
Customers feel gaps you don’t see — this catches them before they cost you.
Why it matters:
Customers feel gaps you don’t see — this catches them before they cost you.
Why it matters:
Customers feel gaps you don’t see — this catches them before they cost you.
What's Included in the Experience Suite?
What's Included in the
Experience Suite?
$7,500
Everything in the Clarity Suite PLUS:
Brand Identity Design (logo, colors, typography, system)
Brand Identity Design (logo, colors, typography, system)
Brand Identity Design (logo, colors, typography, system)
Brand Guidelines PDF
Brand Guidelines PDF
Brand Guidelines PDF
Key Visual Applications (2–3: website, deck, email header, etc.)
Key Visual Applications (2–3: website, deck, email header, etc.)
Key Visual Applications (2–3: website, deck, email header, etc.)
Messaging Framework (tagline, elevator pitch, bio, intro script, etc.)
Messaging Framework (tagline, elevator pitch, bio, intro script, etc.)
Messaging Framework (tagline, elevator pitch, bio, intro script, etc.)
Brand Website Structure & Copy Guide (or done-for-you single-page site)
Brand Website Structure & Copy Guide (or done-for-you single-page site)
Brand Website Structure & Copy Guide (or done-for-you single-page site)
2 Rounds of Iteration
2 Rounds of Iteration
2 Rounds of Iteration
Brand Identity Design
We craft the full visual system: logo, color, typography, and UI-ready assets that match.
What you get:
Logo suite + color and type system.
What you get:
Logo suite + color and type system.
What you get:
Logo suite + color and type system.
Why it matters:
A consistent visual presence builds trust and speeds up decision-making — especially online.
Why it matters:
A consistent visual presence builds trust and speeds up decision-making — especially online.
Why it matters:
A consistent visual presence builds trust and speeds up decision-making — especially online.
Brand Guidelines
A clear, usable manual that shows your team how to express the brand consistently.
What you get:
PDF guidelines for internal and external use.
What you get:
PDF guidelines for internal and external use.
What you get:
PDF guidelines for internal and external use.
Why it matters:
Branding breaks down when teams guess. This prevents inconsistency and brand dilution.
Why it matters:
Branding breaks down when teams guess. This prevents inconsistency and brand dilution.
Why it matters:
Branding breaks down when teams guess. This prevents inconsistency and brand dilution.
Key Visual Applications
We apply your brand system to real contexts — like your website, pitch deck, or email headers.
What you get:
Branded templates or mockups.
What you get:
Branded templates or mockups.
What you get:
Branded templates or mockups.
Why it matters:
Customers feel your brand through repetition and coherence — this gets you there faster.
Why it matters:
Customers feel your brand through repetition and coherence — this gets you there faster.
Why it matters:
Customers feel your brand through repetition and coherence — this gets you there faster.
Messaging Framework
We write and structure the key messages your team needs: tagline, bio, elevator intro, and more.
What you get:
Word-for-word scripts + flexible formats.
What you get:
Word-for-word scripts + flexible formats.
What you get:
Word-for-word scripts + flexible formats.
Why it matters:
Confidence in communication transforms how customers experience your sales process.
Why it matters:
Confidence in communication transforms how customers experience your sales process.
Why it matters:
Confidence in communication transforms how customers experience your sales process.
Brand Website Structure & Copy Guide (or single-page site)
Either we give you a copy-ready guide — or write it for you. Your choice.
What you get:
Website content or structure doc.
What you get:
Website content or structure doc.
What you get:
Website content or structure doc.
Why it matters:
A confused site creates churn. This removes that friction.
Why it matters:
A confused site creates churn. This removes that friction.
Why it matters:
A confused site creates churn. This removes that friction.
2 Rounds of Iteration
You get review time built in — because precision is key.
What you get:
Structured feedback sessions.
What you get:
Structured feedback sessions.
What you get:
Structured feedback sessions.
Why it matters:
No one wants a “close enough” brand. We get it exactly right.
Why it matters:
No one wants a “close enough” brand. We get it exactly right.
Why it matters:
No one wants a “close enough” brand. We get it exactly right.
What's Included in the Conversion Suite?
Everything in the Clarity & Experience Suites PLUS:
$12,500
Customer Experience Journey Map (touchpoint audit + optimization plan)
Customer Experience Journey Map (touchpoint audit + optimization plan)
Customer Experience Journey Map (touchpoint audit + optimization plan)
Website UX & Trust Flow Audit
Website UX & Trust Flow Audit
Website UX & Trust Flow Audit
Sales Conversation Calibration (scripts, structure, emotional cues)
Sales Conversation Calibration (scripts, structure, emotional cues)
Sales Conversation Calibration (scripts, structure, emotional cues)
Retention & Loyalty Levers (post-sale comms, client onboarding revamp)
Retention & Loyalty Levers (post-sale comms, client onboarding revamp)
Retention & Loyalty Levers (post-sale comms, client onboarding revamp)
Internal Brand Rollout Kit (for training team to live the brand)
Internal Brand Rollout Kit (for training team to live the brand)
Internal Brand Rollout Kit (for training team to live the brand)
Ongoing Advisory (30-day post-launch support or retainer option)
Ongoing Advisory (30-day post-launch support or retainer option)
Ongoing Advisory (30-day post-launch support or retainer option)
Customer Journey Map
A full audit and mapping of your client journey: where confusion, friction, or drop-off occurs — and how to fix it.
What you get:
Annotated journey map + action plan.
What you get:
Annotated journey map + action plan.
What you get:
Annotated journey map + action plan.
Why it matters:
Customer experience isn’t accidental — we make it intentional.
Why it matters:
Customer experience isn’t accidental — we make it intentional.
Why it matters:
Customer experience isn’t accidental — we make it intentional.
Website UX & Trust Flow Audit
We evaluate your site like a customer would — identifying where trust breaks, confidence drops, or clarity fails.
What you get:
Annotated screen-by-screen walkthrough.
What you get:
Annotated screen-by-screen walkthrough.
What you get:
Annotated screen-by-screen walkthrough.
Why it matters:
Users make snap judgments. If your site doesn’t guide them, they’re gone.
Why it matters:
Users make snap judgments. If your site doesn’t guide them, they’re gone.
Why it matters:
Users make snap judgments. If your site doesn’t guide them, they’re gone.
Sales Conversation Calibration
We script or refine your high-stakes conversations: from outreach to close.
What you get:
Sales structure + emotional cue map.
What you get:
Sales structure + emotional cue map.
What you get:
Sales structure + emotional cue map.
Why it matters:
Great service starts before the sale. This sets the tone.
Why it matters:
Great service starts before the sale. This sets the tone.
Why it matters:
Great service starts before the sale. This sets the tone.
Retention & Loyalty Levers
Systems for creating repeat buyers and advocates: onboarding, offboarding, surprise-and-delight.
What you get:
Strategic plan + key content templates.
What you get:
Strategic plan + key content templates.
What you get:
Strategic plan + key content templates.
Why it matters:
Retention isn’t luck. It’s engineered.
Why it matters:
Retention isn’t luck. It’s engineered.
Why it matters:
Retention isn’t luck. It’s engineered.
Internal Brand Rollout Kit
We train your team to live the brand — and deliver the experience customers now expect.
What you get:
Brand training doc + team scripts.
What you get:
Brand training doc + team scripts.
What you get:
Brand training doc + team scripts.
Why it matters:
If your team isn’t aligned, your experience breaks. This keeps everyone on the same page.
Why it matters:
If your team isn’t aligned, your experience breaks. This keeps everyone on the same page.
Why it matters:
If your team isn’t aligned, your experience breaks. This keeps everyone on the same page.
Ongoing Advisory
For 30 days after launch, we stay on call to troubleshoot, advise, or help you adapt in real time.
What you get:
Slack or call-based support.
What you get:
Slack or call-based support.
What you get:
Slack or call-based support.
Why it matters:
Implementation is where most strategies die. We help yours live.
Why it matters:
Implementation is where most strategies die. We help yours live.
Why it matters:
Implementation is where most strategies die. We help yours live.
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