Customer Experience Consulting
Service Physics helps multi-unit service brands design end-to-end customer experiences that are operationally sound, behaviorally consistent, and built to drive joy, loyalty, and growth. We focus on the systems behind the experience, so every shift, team, and location delivers services that keeps customers coming back.
Trusted by leading service brands
Service Physics is bringing a different way of looking at our operation through data and using lean methods to solve problems. We have never thought like this.
Turn inconsistent service into experience that builds trust
Is your customer experience delivering what your brand promises, or is it breaking down across locations and channels? Service Physics helps design experience systems that teams can deliver, customers can feel, and businesses can scale.
Our customer experience consulting services eliminate the following types of operational problems:
Inconsistent service delivery
Inflexible service models
Service gaps
Misaligned priorities
The Service Physics methodology
Understand the customer journey
Map key touchpoints and identify where expectations break down across channels or roles
Segment & analyze customer behavior
Use data to understand what different customer groups need, value, and respond to
Redesign service workflows & roles
Align operations with experience goals to reduce friction and improve consistency
Define service behaviors
Translate brand intent into actions teams can take every day, across every location
Test, refine, & scale
Use experience data and frontline feedback to optimize and expand what works
Industry-specific approaches
Foodservice
- Build consistency across channels
Align service standards across counter service, drive-thru, mobile, and dine-in experiences - Streamline the guest journey
Identify and fix friction points from ordering to pickup to post-visit communication - Train brand-aligned behavior
Reinforce tone, timing, and engagement habits that bring your brand to life at the frontlines
Healthcare
- Simplify patient care experience
Redesign touchpoints like check-in, intake, and follow-up to reduce confusion and improve flow - Improve communication across roles
Build clearer expectations and smoother transitions between clinical and operational teams - Deliver consistent empathetic care
Define service standards that support both patient outcomes and emotional connection
Why Service Physics for customer experience consulting
Most customer experience strategies start with good intentions but miss the operational structures that actually shape service.
We work differently. Service Physics designs experience systems that are built for real-world execution, scalable across locations, and aligned with what your customers truly value. From journey mapping to behavioral standards, we help translate brand promise into everyday delivery.
Built for consistency
We help brands create clear service expectations and behaviors that can be repeated across teams, shifts, and locations.
Grounded in the customer journey
We start with the full customer journey, identifying pain points and aligning every moment with what matters most to the customer.
Designed for the frontlines
Experience standards are embedded into workflows, roles, and routines, so teams can deliver great service without guesswork.
Driving a 57% increase in retail store capacity for Peet’s Coffee
Peet’s Coffee partnered with Service Physics to streamline service workflows and boost in-store performance , without major capital investment. Through targeted operational improvements, Peet’s increased throughput, accelerated transaction times, and unlocked $12.9M in new annual revenue potential.
Rolling up our sleeves to turn customer experience into brand loyalty
Ready to deliver a customer experience that’s consistent, scalable, and built to last? Service Physics helps design systems that are grounded in what customers actually need and built for real-world execution. From mapping the journey to training teams, we help turn experience into a business advantage your brand can scale.