Why Invest in Customer Service and Experience?
It leads to stronger profits $$$
Investing in your Customer Experience and Service function is proven to elevate customer satisfaction and retention leading to stronger profits. Providing world-class customer experience best practices will increase your referral base and decrease acquisition costs for gaining new customers. The commitment leads to a win-win outcome!

We help our clients elevate the customer experience. To do so, we begin with a discovery discussion and a survey to index our client’s practices. Then we compare their practices to that of established world-class best practices. That’s when the magic begins. With the gap realized, we are able to develop a prioritized plan of action to bolster the delivery of the customer experience. From there we work with you to ensure a successful implementation of your plan. Your success is our reward!
What
We
Do
Who
We
Are
We are a team passionate about the customer experience. We know that when the customer is satisfied, profits follow. Through a diversity of experience and skills, we have distilled a large number of practices into clear focus – making it easy for our clients to understand and embrace their journey to elevate their customers’ experience and success. The creation of MyCustomerSolutions marks the collaboration between Pablo Payet and PrinceLeadership, merging Pablo’s deep expertise in CX with PrinceLeadership’s strengths in business strategy, growth advisement, and leadership effectiveness. This partnership offers a comprehensive approach to delivering exceptional customer experiences and sustainable business growth.
TM

What We Excel At
Customer-Centric Culture & Training
Creating customer-centric cultures and training programs tailored to your organization's needs to foster lasting customer relationships and drive employee engagement.
Customer Experience Strategy & Branding
Developing bespoke CX missions, visions, and goals aligned with your brand identity, fostering loyalty among both customers and employees.
Workforce Management
& Scale-Up Strategy
Designing and implementing scalable customer service structures and workforce management strategies, including efficient department structuring, staffing models, and scheduling systems to balance quality, cost, and revenue.
Talent Acquisition & Employee Happiness
Recruiting customer-centric personnel and implementing strategies to enhance employee satisfaction, productivity, and retention.
Performance Measurement & Accountability
Establishing metrics, KPIs, and targets to measure and improve customer satisfaction, while holding teams accountable for delivering exceptional experiences.
Technology Integration & Automation
Selecting and integrating the right CX technology, including ticketing systems, live chat tools, and automation solutions, to streamline processes and enhance customer satisfaction.
Budgeting & Resource Allocation
Planning and allocating resources effectively to ensure quality service delivery while maximizing cost-effectiveness and ROI.
Process Optimization & Efficiency
Creating and documenting streamlined processes, reducing unnecessary work volumes, and implementing self-help solutions to drive efficiency and reduce ticket volumes.
Quality Assurance Reporting
Securing quality and competence through quality assurance processes, customer satisfaction surveys, and reporting systems, while implementing voice-of-the-customer programs and feedback loops to gather, analyze, and act on feedback for continuous improvement.
Published Articles
Did You Know?
01
02
03
Increasing customer retention rates by 5% increases profits by 25% to 95%. (Harvard Business Review, 2014)
After a positive customer service experience, 89% of consumers are more likely to make another purchase (SalesForce, 2020) and 68% would likely pay more (+Gladly, 2018)
Acquiring a new customer is anywhere from five to 25 times more expensive than retaining an existing one (Harvard Business Review, 2014)
Get in Touch
Pablo Payet​
Advisor, Customer Experience & Service Strategy & Operations
Tel: 646-276-6010​