Consumer Core Solutions is a customer service consulting firm focused on small and mid-size businesses that have outgrown improvisation but cannot yet justify a full-time senior CX leader. We help operations design, build, and refine the systems that turn customer service from a cost center into a competitive advantage.
Consumer Core Solutions exists because most growing businesses sit in a difficult middle ground when it comes to customer service. They have outgrown the founder-handles-tickets stage, but they are not yet large enough to hire a full senior leadership team. Their service operation is doing the work, but no one is doing the strategy. Quality is slipping in ways that are obvious to customers but invisible to leadership.
We work with these businesses to close that gap. The firm brings decades of combined customer service and customer experience operational experience — built across contact centers, B2B and B2C operations, retail, e-commerce, and subscription businesses. Every engagement is led by senior practitioners, not handed off to junior consultants.
What separates Consumer Core Solutions from larger firms is focus. We do not offer marketing strategy, sales enablement, or general management consulting. We do customer service and customer experience — well, deeply, and exclusively.
Every engagement we run is anchored in a single operational framework: PEARLS. It is the set of principles we use to evaluate, design, and improve customer service operations — and it gives our clients a shared vocabulary for talking about service quality across their entire business.
The baseline of any service interaction. Tone, accuracy, follow-through, and treating every customer with the seriousness their issue deserves. Without professionalism, nothing else compounds.
Genuine acknowledgment of the customer's situation — what they feel, what they need, and what the issue means for them. Empathy is the difference between processing a ticket and serving a person.
Service that meets customers where they are — across the channels they use, at the speed they expect, without friction. Accessibility is what separates customer service from customer service theater.
Consistent quality, contact after contact, agent after agent. Reliability is what allows trust to compound over time — and the absence of it is what most often drives silent churn.
The long-term outcome. Loyalty is not a campaign or a points program. It is what gets built when the other five principles are operating consistently. It is also the most defensible asset a growing business can own.
A bias toward resolution rather than process. Customers come to service teams with problems, not requests for empathy. A solution-oriented operation pairs care with competence — and ships the answer.
Consumer Core Solutions is most useful to businesses that share a few common characteristics:
Growing past the founder-led service stage. Typically between $2M and $50M in revenue, with a customer service team of 3 to 40 people. Large enough to need real systems, small enough that those systems can be put in place without organizational gridlock.
Customer experience is a competitive variable. The business competes — at least in part — on the quality of the experience it delivers. Subscription businesses, services firms, e-commerce brands, B2B SaaS, healthcare-adjacent operations, and financial services all fit this pattern.
Operational, not just aspirational. Our most successful engagements are with leadership teams that want to act on what we recommend, not file the deck and move on. We design our engagements for businesses that are ready to execute.
Open to honest feedback. Some of the most useful things a customer service consultant tells you are uncomfortable. We work best with clients who would rather hear it than not.
We structure our work in three general formats, depending on what the operation needs.
Project engagements. A defined scope — a strategy build, a QA program rollout, a journey mapping exercise, a training curriculum, a Voice of Customer program — delivered in a fixed timeframe with clear deliverables. Best for operations that need to ship a specific thing.
Operational audits. A diagnostic engagement where we evaluate the current state of the operation against the PEARLS framework and surface the prioritized list of changes that would most improve outcomes. Best for operations that know something is off but cannot yet articulate what.
Ongoing advisory. A monthly retainer relationship that functions as fractional CX leadership — strategic guidance, mentorship for internal CX leaders, and accountability on long-running initiatives. Best for operations that need senior judgment applied continuously, not just at project intervals. We covered the model in detail in our piece on fractional CX leadership.
Every engagement begins with a no-cost discovery conversation to determine the right fit. We turn down work we do not think we can move the needle on.
A few non-negotiables that shape how we engage with every client:
A no-cost discovery conversation to determine whether we can help.