Our Process
Customer experience isn't accidental—it's engineered. As specialists in brand psychology and customer journey optimization, we design every deliverable to reduce confusion, build trust, and create consistent interactions that drive results.
We do this through MAVEN™, our proprietary 6-step framework that integrates brand psychology, buyer behavior, UX principles, and team alignment into one cohesive strategy.
The MAVEN Framework
What is
The MAVEN Process?
1. Foundation Audit
Identify gaps between what you say and what customers actually hear
We uncover disconnects between your intended message and customer perception. This stage establishes internal alignment and creates the foundation for trust-building across all touchpoints.
1. Foundation Audit
Identify gaps between what you say and what customers actually hear
We uncover disconnects between your intended message and customer perception. This stage establishes internal alignment and creates the foundation for trust-building across all touchpoints.
1. Foundation Audit
Identify gaps between what you say and what customers actually hear
We uncover disconnects between your intended message and customer perception. This stage establishes internal alignment and creates the foundation for trust-building across all touchpoints.
2. Market Position
Define exactly where you fit in your customer's mind
We map where your brand sits in the competitive landscape and why that positioning matters at every interaction. This isn't just market differentiation—it's about clarity and managing customer expectations from first contact to final delivery.
2. Market Position
Define exactly where you fit in your customer's mind
We map where your brand sits in the competitive landscape and why that positioning matters at every interaction. This isn't just market differentiation—it's about clarity and managing customer expectations from first contact to final delivery.
2. Market Position
Define exactly where you fit in your customer's mind
We map where your brand sits in the competitive landscape and why that positioning matters at every interaction. This isn't just market differentiation—it's about clarity and managing customer expectations from first contact to final delivery.
3. Identity Architecture
Design consistent signals that reflect who you truly are
Your brand's tone, visual language, and behavior should create continuity, not confusion. We design these elements so customers experience a cohesive brand whether they're on your website, in a call, or receiving support.
3. Identity Architecture
Design consistent signals that reflect who you truly are
Your brand's tone, visual language, and behavior should create continuity, not confusion. We design these elements so customers experience a cohesive brand whether they're on your website, in a call, or receiving support.
3. Identity Architecture
Design consistent signals that reflect who you truly are
Your brand's tone, visual language, and behavior should create continuity, not confusion. We design these elements so customers experience a cohesive brand whether they're on your website, in a call, or receiving support.
4. Message Engineering
Script the right words for maximum impact touchpoints
We craft messaging that shapes perception and influences decisions in critical moments: onboarding sequences, sales conversations, service interactions, and follow-up communications.
4. Message Engineering
Script the right words for maximum impact touchpoints
We craft messaging that shapes perception and influences decisions in critical moments: onboarding sequences, sales conversations, service interactions, and follow-up communications.
4. Message Engineering
Script the right words for maximum impact touchpoints
We craft messaging that shapes perception and influences decisions in critical moments: onboarding sequences, sales conversations, service interactions, and follow-up communications.
5. Team Deployment
Equip your people to deliver the brand experience
Customer experience isn't a website thing- it's a people thing. We create training systems and tools that ensure every team member can embody and deliver the brand consistently.
5. Team Deployment
Equip your people to deliver the brand experience
Customer experience isn't a website thing- it's a people thing. We create training systems and tools that ensure every team member can embody and deliver the brand consistently.
5. Team Deployment
Equip your people to deliver the brand experience
Customer experience isn't a website thing- it's a people thing. We create training systems and tools that ensure every team member can embody and deliver the brand consistently.
6. Performance Loop
Audit, refine, and optimize for retention
We analyze your customer journey, identify friction points, and design retention strategies. Every experience after the sale still shapes your brand—we ensure it's working in your favor.
6. Performance Loop
Audit, refine, and optimize for retention
We analyze your customer journey, identify friction points, and design retention strategies. Every experience after the sale still shapes your brand—we ensure it's working in your favor.
6. Performance Loop
Audit, refine, and optimize for retention
We analyze your customer journey, identify friction points, and design retention strategies. Every experience after the sale still shapes your brand—we ensure it's working in your favor.
Clarity Suite - $3,500
Build your brand foundation and strategic messaging
✓ Brand Discovery Session (90 minutes + prep work)
• Structured session that surfaces perception gaps and strategic opportunities
• Insight document with actionable findings
✓ Brand Discovery Session (90 minutes + prep work)
• Structured session that surfaces perception gaps and strategic opportunities
• Insight document with actionable findings
✓ Brand Discovery Session (90 minutes + prep work)
• Structured session that surfaces perception gaps and strategic opportunities
• Insight document with actionable findings
✓ Audience & Positioning Map
• Customer profiles with decision triggers and priority needs
• Clear positioning statement with supporting rationale
✓ Audience & Positioning Map
• Customer profiles with decision triggers and priority needs
• Clear positioning statement with supporting rationale
✓ Audience & Positioning Map
• Customer profiles with decision triggers and priority needs
• Clear positioning statement with supporting rationale
✓ Competitive Intelligence Analysis
• Market signal audit with differentiation opportunities
• Strategic recommendations for brand distinction
✓ Competitive Intelligence Analysis
• Market signal audit with differentiation opportunities
• Strategic recommendations for brand distinction
✓ Competitive Intelligence Analysis
• Market signal audit with differentiation opportunities
• Strategic recommendations for brand distinction
✓ Brand Narrative Framework
• Core brand story that shapes all communications
• Strategic messaging angles for different contexts
✓ Brand Narrative Framework
• Core brand story that shapes all communications
• Strategic messaging angles for different contexts
✓ Brand Narrative Framework
• Core brand story that shapes all communications
• Strategic messaging angles for different contexts
✓ Voice & Tone Standards
• Language guidelines with do's, don'ts, and examples
• Consistency framework for all customer interactions
✓ Voice & Tone Standards
• Language guidelines with do's, don'ts, and examples
• Consistency framework for all customer interactions
✓ Voice & Tone Standards
• Language guidelines with do's, don'ts, and examples
• Consistency framework for all customer interactions
✓ Implementation Roadmap
• Prioritized action plan for visual and experience optimization
• Timeline and resource requirements
✓ Implementation Roadmap
• Prioritized action plan for visual and experience optimization
• Timeline and resource requirements
✓ Implementation Roadmap
• Prioritized action plan for visual and experience optimization
• Timeline and resource requirements
Why this matters: Without clear internal alignment on who you are and what you offer, no amount of marketing or design will create trust with customers.
Experience Suite - $7,500
Experience Suite -
$7,500
Transform strategy into a cohesive brand identity
Transform strategy into a cohesive brand identity
Everything in Clarity Suite, plus:
Everything in Clarity Suite, plus:
✓ Complete Brand Identity System
• Logo suite with full visual system
• Color palette and typography standards
• Scalable design framework for all applications
✓ Complete Brand Identity System
• Logo suite with full visual system
• Color palette and typography standards
• Scalable design framework for all applications
✓ Complete Brand Identity System
• Logo suite with full visual system
• Color palette and typography standards
• Scalable design framework for all applications
✓ Brand Guidelines Manual
• Comprehensive usage guide for internal and external teams
• Examples and templates for consistent implementation
✓ Brand Guidelines Manual
• Comprehensive usage guide for internal and external teams
• Examples and templates for consistent implementation
✓ Brand Guidelines Manual
• Comprehensive usage guide for internal and external teams
• Examples and templates for consistent implementation
✓ Strategic Visual Applications
• Website design framework or single-page site build
• Email templates, presentation decks, or other priority touchpoints
✓ Strategic Visual Applications
• Website design framework or single-page site build
• Email templates, presentation decks, or other priority touchpoints
✓ Strategic Visual Applications
• Website design framework or single-page site build
• Email templates, presentation decks, or other priority touchpoints
✓ Comprehensive Messaging Toolkit
• Elevator pitches, taglines, and bio templates
• Sales scripts and conversation frameworks
• Customer communications templates
✓ Comprehensive Messaging Toolkit
• Elevator pitches, taglines, and bio templates
• Sales scripts and conversation frameworks
• Customer communications templates
✓ Comprehensive Messaging Toolkit
• Elevator pitches, taglines, and bio templates
• Sales scripts and conversation frameworks
• Customer communications templates
✓ Two Strategy Refinement Sessions
• Structured feedback and iteration process
• Fine-tuning based on real-world testing
✓ Two Strategy Refinement Sessions
• Structured feedback and iteration process
• Fine-tuning based on real-world testing
✓ Two Strategy Refinement Sessions
• Structured feedback and iteration process
• Fine-tuning based on real-world testing
Why this matters: A consistent visual and verbal identity builds trust faster and allows you to command premium pricing by looking and sounding like the authority you are.
Conversion Suite - $12,500
Conversion Suite -
$12,500
Engineer every touchpoint for maximum retention and growth
Engineer every touchpoint for maximum retention and growth
Everything in Experience Suite, plus:
Everything in Experience Suite, plus:
✓ Customer Journey Optimization
• Complete touchpoint audit from awareness to advocacy
• Friction point analysis with specific improvement recommendations
• Retention strategy with loyalty-building systems
✓ Customer Journey Optimization
• Complete touchpoint audit from awareness to advocacy
• Friction point analysis with specific improvement recommendations
• Retention strategy with loyalty-building systems
✓ Customer Journey Optimization
• Complete touchpoint audit from awareness to advocacy
• Friction point analysis with specific improvement recommendations
• Retention strategy with loyalty-building systems
✓ Website Conversion Audit
• User experience analysis with trust-building recommendations
• Conversion path optimization for key customer actions
• Technical and content improvements for better performance
✓ Website Conversion Audit
• User experience analysis with trust-building recommendations
• Conversion path optimization for key customer actions
• Technical and content improvements for better performance
✓ Website Conversion Audit
• User experience analysis with trust-building recommendations
• Conversion path optimization for key customer actions
• Technical and content improvements for better performance
✓ Sales Process Calibration
• Conversation structure with emotional mapping
• Objection handling frameworks and closing strategies
• Follow-up sequences that maintain momentum
✓ Sales Process Calibration
• Conversation structure with emotional mapping
• Objection handling frameworks and closing strategies
• Follow-up sequences that maintain momentum
✓ Sales Process Calibration
• Conversation structure with emotional mapping
• Objection handling frameworks and closing strategies
• Follow-up sequences that maintain momentum
✓ Customer Success Systems
• Onboarding experience design that reduces churn
• Post-sale communication frameworks
• Referral and testimonial collection systems
✓ Customer Success Systems
• Onboarding experience design that reduces churn
• Post-sale communication frameworks
• Referral and testimonial collection systems
✓ Customer Success Systems
• Onboarding experience design that reduces churn
• Post-sale communication frameworks
• Referral and testimonial collection systems
✓ Team Training & Rollout
• Brand implementation training for all customer-facing staff
• Internal communication templates and processes
• Quality assurance checklists for brand consistency
✓ Team Training & Rollout
• Brand implementation training for all customer-facing staff
• Internal communication templates and processes
• Quality assurance checklists for brand consistency
✓ Team Training & Rollout
• Brand implementation training for all customer-facing staff
• Internal communication templates and processes
• Quality assurance checklists for brand consistency
✓ 30-Day Launch Support
• Implementation troubleshooting and real-time adjustments
• Performance monitoring and optimization recommendations
• Ongoing advisory support during critical launch phase
✓ 30-Day Launch Support
• Implementation troubleshooting and real-time adjustments
• Performance monitoring and optimization recommendations
• Ongoing advisory support during critical launch phase
✓ 30-Day Launch Support
• Implementation troubleshooting and real-time adjustments
• Performance monitoring and optimization recommendations
• Ongoing advisory support during critical launch phase
Why this matters: Revenue grows when customers become advocates. We engineer every post-sale interaction to increase lifetime value and generate referrals.
Implementation Timeline
Clarity Suite: 2-3 weeks Experience Suite: 4-6 weeks Conversion Suite: 6-8 weeks
Clarity Suite: 2-3 weeks
Experience Suite: 4-6 weeks
Conversion Suite: 6-8 weeks
Each project includes structured check-ins, progress reviews, and dedicated revision cycles to ensure precision and alignment with your business goals.
Each project includes structured check-ins, progress reviews, and dedicated revision cycles to ensure precision and alignment with your business goals.
Ready to Build Your Legacy?
Ready to Build
Your Legacy?
Uncover touchpoint gaps with a free 30-minute audit. No commitment, just results.