Revenue is won or lost in moments.
Can you identify the moment where your biggest revenue growth opportunity lies?
There are 7 moments in every customer journey where your revenue is either captured or lost forever. We examine these moments in detail, design them, optimize them, and prove they work.
Every client came with a completely different business problem. All of them were solved by using behavior design to unlock revenue growth.
The best behavior design doesn't feel like selling — it feels like an obvious next step. At Mike's Carwash, the customer was already there, already paying, already receptive. We engineered the offer — with today's wash you get a month of unlimited washes, with just a phone number and a credit card — so that yes required almost no effort. Same customers. Same tunnel. Dramatically more members.
Bob Evans was only winning in one part of their retail partners' stores. We identified the sections where they belonged but were absent — and built the product strategy to claim that shelf real estate.
Every day at Galactic Fried Chicken customers asked what do you recommend? Every day the cashier said tenders. We observed the moment, redesigned the answer, and gave the cashier one line: our bone in chicken is awesome — do you like white, dark or a mix? The more profitable bone in sales increased significantly. One moment. One line. That's it.
Middle market CFOs called PNC when they needed a loan. We engineered a different behavior — calling PNC to understand where their business was going. The CFO Cash Flow Options concept repositioned the bank from a backward-looking lender into a forward-looking strategic resource. Same bank. Completely different relationship.
The Build-A-Bear experience was designed for kids making something for themselves. We identified gifting — an adult buying that experience for someone else — as a completely different behavior worth engineering. Santa's Workshop transformed the store into the signal that triggered it.
Discover the 7 Moments Where Revenue is Lost or Gained.
What makes potential customers notice you before they ever reach out? Is your brand visible and compelling enough to be their first choice?
How strong is your first impression? Are you effectively engaging customers from the first contact and securing their interest?
When customers are ready to choose, do they find your offerings clear and compelling? Are you guiding them to the best choice?
Is the delivery of your product or service exceeding expectations? Are you reinforcing their decision with a positive experience?
What brings customers back? Are you creating routines or incentives that make returning easy and attractive?
Are you building long-term relationships? How effectively are you transitioning customers into memberships or subscriptions?
Are your satisfied customers motivated to share their experiences? How easy is it for them to refer friends and family?