Senior-led customer experience consulting
MJKDA helps complex organizations identify the key CX priorities that matter and turn them into a practical plan for measurable progress.
Two senior partners · You keep every finding.
Prefer to talk? Call 210-876-4086
Teams we've worked with
Founded 2008 · Certified SDVOSB
What we do
Find what is holding your customer experience back, fix the root cause, and measure it the way your customers do.
Learn moreFuture direction, defined with an impartial third party and aligned with the people who have to carry it.
Learn moreFrom complete re-engineering to focused fixes, with a continuous improvement process you run yourselves.
Learn moreThe people side: employee surveys, executive interviews, focus groups, and observation that lead to real change.
Learn moreMeasurement systems tailored to your organization that drive a culture employees and customers embrace.
Learn moreProven methodologies, tailored to you, that turn strategy into realized results on target, on time, on budget.
Learn moreExceptional project managers with multi-industry perspective, plus training and mentoring for your own.
Learn moreMore than 20 years of coaching across industries, including hands-on one-on-one work that bridges experience gaps.
Learn moreThat's normal. Start with the free CX Review and we'll tell you what we'd look at first.
Book My Free CX ReviewWhy we're different
Your team
Founded MJKDA in 2008. Air Force veteran. Runs the analysis. Read Mike's bio
22 years with J.D. Power. Runs the client work and the field force. Read John's bio
Behind them: a bench of seasoned associates for national-scale programs. More about the firm.
In their words
"MJKDA led us to a new level of performance we would not have been able to achieve on our own. In their initial assessment they raised our awareness of the transformation challenges and then assisted in guiding us successfully through. As a result, we have strengthened our organization's capability to minimize risk and enabled our teams to repeatedly deliver projects on target, on time, and on budget. MJKDA is specifically qualified to change any business. They're passionate, and they'll leave you in a much better place than if you had gone it alone."
"MJKDA was an integral part of our successful relocation. Their rigorous process of documentation and solid understanding of the ups and downs associated with the relocation process was absolutely invaluable to our overall success."
"MJKDA is great at identifying an organization's needs and prioritizing the ways that it can improve its efficiency."
Insights
Leadership and Change
A decision reaches the front line only when it reaches the supervisor in a form they can pass on. Where the path breaks, how to check, and what to hand supervisors.
Leadership and Change
Most CX programs stall because they work on everything. One utility cut 200 initiatives to seven and moved from third quartile to first in a year. How to sort yours.
Written by the two partners who do the work. Read all insights.
How the free hour works
The score tells you customers are unhappy. It does not tell you where the fire is. The hour is for finding it.
A few short questions when you book: what a win looks like, who owns CX, where you stand. About a minute. We research what's public before the call.
One hour with Mike and John: the quick wins you can start on immediately, the root cause behind your scores, and where you stand against leading practices.
No deck. No obligation. Plenty of companies leave with practical tips they put to work immediately. That is a fine outcome.
Book My Free CX Review Grab a time while the frustration is fresh.
The free CX Review
Yes. The review is one hour with two senior partners, and you keep every finding. You answer a few short questions when you book, we research what is public about your organization, and you leave with quick wins you can start on immediately.
Working with MJKDA
Yes. Keep them: large firms are built for growth strategy and operations, and built to stay. In an engagement we do one thing, customer experience, as an independent third party, hand your team a ranked plan it runs, and step back once the plan is delivered unless you ask us to stay for the implementation.
Yes. In an engagement we guide the start of execution and then leave you owning the result, and our change management and project management services cover the implementation wave when you want more hands. One utility with a strong plan stumbled on implementation, brought us back for that support, and climbed from third quartile to first within a year.
Yes. In an engagement the partners do the fieldwork themselves: structured executive interviews, call listening, frontline focus groups, and ride-alongs. What we ask of your people is interview time and access. The on-site Strategic Assessment runs about three weeks; the Comprehensive Customer Experience Plan that can follow runs twelve to sixteen weeks.
Yes. In an engagement, urgent findings are never held for the final readout: if something is clearly broken, you hear about it during the engagement, not twelve to sixteen weeks later. The free hour that starts everything also ends with quick wins you can start on immediately.
Yes. In an engagement we measure the experience the way your customers rate it, then build a closed loop: feedback that reaches the people who can act on it, measures tied to what drives the score, and a standing review your own leaders run. The clients who kept that loop turning kept climbing, including a utility that moved from third quartile to first within a year.
Yes. Before it starts, the Comprehensive Customer Experience Plan is scoped by the number of contact centers, field locations, and assessment areas it covers. The review that comes first is free, and the Strategic Assessment that can follow it is a fixed fee quoted once scope is clear and credited toward the plan.
Free CX Review
Prefer to call or email? 210-876-4086 · info@mjkda.com
