Our Approach

AIM takes a principled approach that includes staying true to our mission and values as well as the specifics of how we envision, plan and complete consulting engagements. We believe that you will find our approach refreshing and engaging as well as it enables us to deliver great value to you and your business.

Our Mission

Provide the best customer experience ecosystem insights and guidance available to our clients using sound business principles and leading edge measurement and analytics methods that will improve their business performance.

Our Values

Our values include building mutual trust, openness, transparency and collaboration with our clients. We believe this is the best way to deeply understand the business problems you are trying to solve, decisions you are trying to make and questions you are trying to answer that will enable AIM to provide you with the most actionable insights possible to drive your business performance.

Central to AIM’s approach is assisting you in understanding and making targeted adjustments to your customer experience ecosystem based on leading edge analytics driven insights. These adjustments are designed to create a better experience for your customers, enhance their loyalty to your business and ultimately to improve your overall business performance.

AIM partners with its clients to ensure that we appropriately frame our engagement to address your strategically relevant business topics. We take the time to ensure that our efforts will yield insights that are specific and actionable as well as having strategic relevance and impact.

Our core competency is in using leading edge measurement and analytics tools and techniques to discover the insights needed to improve on the customer experience and business performance metrics you care about.

Our team of highly skilled and experienced analytics professionals apply tools and techniques using your data such as (but not limited to) t-tests, chi-square, analysis of variance, correlation, linear and logistic regression, factor analysis, decision trees, cluster analysis and causal modeling. Applying modern causal modeling tools and techniques to your data (e.g., Partial Least Squares Structural Equation Modeling – PLS-SEM) is a particularly powerful way to accurately estimate how large an impact several customer experience ecosystem metrics (e.g., specific operational excellence and employee engagement attributes) have on the overall customer experience, customer loyalty and business performance. A causal model estimates the relative importance and combined impact of multiple upstream predictors across several data sources in an integrated analysis. This technique allows us to estimate accurately how much increase in an outcome metric can be expected by making a specific level of improvement in one or more of its key drivers.

Another part of the AIM approach is to use effective project management practices from well-established frameworks (e.g., the Project Management Institute) that integrate the people part of the process with the classic triple constraints of engagement scope, schedule and cost.

In addition to having on-time and within budget projects, we encourage and can facilitate involvement of relevant stakeholders from your organization in the planning, execution, management and delivery of your project. This methodical and inclusive approach ensures that the strategic and actionable insights gained from the project have the best chance of being embraced and acted upon by your organization to deliver maximum business performance improvements.