Client Example: In an e-commerce company that sells consumer electronics, the company was receiving an increasing number of customer complaints regarding late deliveries, damaged products, and poor customer service. The surge in complaints led to a decline in customer satisfaction and threatened the company’s reputation and revenue. Our team of experienced facilitators helped the leadership team begin by identifying and explore the issues, including examining customer complaints, reviewing customer feedback and pinpointing logistics problems in the supply chain. The team then conducted a root cause analysis, and developed action plans to address all of the issues. Our team engaged parties from all over the company to ensure that resource allocation to address these problems happened in a timely manner. Then, the team established a successful monitoring process that enabled them to iterate and adapt the solutions as the issues started to resolve. Our facilitators also helped develop a communication and customer engagement program and developed measures of success that demonstrated the effectiveness of the solutions over time.