Client Case Study —Results Driven Consulting PayPal: Delivering a Branded Customer Experience The Challenge: One of the world’s leading online payments company wanted to make important improvements to the customer experience for both consumers and merchants. The Solution: SPCI partnered with Smith+Co, our UK alliance partner, to design a multi-stream implementation plan that began with executive education and included: Customer research Development of a Balanced Scorecard Internal communications that included an innovative learning map: “The Payment Space Race” Re-design of both the consumer and merchant experiences A plan for enrolling and equipping managers and employees to deliver the new experience The Results: PayPal’s success has b

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