Customer Experience &
Professional Presence Advisory
Customer Experience as Strategy — Not Soft Skill
The foundational principles of CX cross-pollinate into all industries.
We partner with organizations that understand reputation is earned through behavior. Our programs align client-facing performance with brand promise, strengthen retention, and protect long-term credibility.
1
Core Offering
THE ELEVATED EXPERIENCE
A 2-3 hour high-impact training designed to transform how your team delivers service.
This is not customer service basics.
This is a behavioural alignment at scale.
Participants will learn:
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The difference between service and experience
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How friction erodes trust and revenue
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Communication intelligence tools for difficult interactions
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A structured service recovery model
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Professional presence standards that reflect your brand
Ideal for:
Healthcare practices, financial service firms, educational institutions, nonprofits, hospitality, and professional service organizations across Massachusetts.
Investment begins at $3,500.
2
Offering
THE EXPERIENCE
ALIGNMENT REVIEW
A confidential, third-party evaluation of your organization’s client journey — from first inquiry through follow-up.
This engagement identifies behavioral inconsistencies, friction points, and reputation risk indicators that impact retention and trust.
Delivered with executive discretion and strategic insight.
Investment begins at $4,500.
3
Executive Offering
THE EXECUTIVE EXPERIENCE LAB
For senior leaders and department heads responsible for culture and brand alignment.
This session focuses on:
• Experience strategy at the leadership level
• Modeling behavioral standards
• Culture calibration
• Accountability systems
• Reputation risk mitigation
Available as a half-day intensive or leadership retreat add-on.
4
Offering
INDUSTRY CUSTOM INCENTIVES
We tailor frameworks for:
• Patient Experience (Healthcare)
• Client Trust & Retention (Professional Services)
• Institutional Excellence (Education)
• Membership Experience (Nonprofits)
• Guest Brand Loyalty (Hospitality)
Each program integrates behavioral principles drawn from The Polished Persona, translating theory into actionable workplace systems.
5
Offering
ADVISORY & FOLLOW-THROUGH
Training without implementation is inspiration – not transformation.
We offer:
• 30-Day Experience Accelerator
• Leadership Roundtables
• Experience Audit & Touchpoint Analysis
• Custom workbook & internal language guides
Ongoing advisory relationships available.
Christina Truscello
Owner of TEAL Hair & Makeup Studio, Massachusetts
"After Janika's seminar, our team received a boost in confidence and team morale, along with a more enthusiastic approach and outlook. The effects of her teachings show through the positive responses from our clientele. She has enabled us to bridge the gap between guests and stylists to be more confident with their conversations, as displayed by their increased ease and comfort in our space. Our guests and staff are happier and communicate their desires and expectations more effectively, leading to increased guest satisfaction and overall retention. We cannot thank her enough!"