1. Customer Experience Research Group

• Are our people doing a great job in sales, service or support, or are they putting us at risk?
• Are the products, variety, stock and assortment in our locations current and accurate?
• Are re-sellers doing a good job at presenting and selling our products and services?
• Are employees following compliance practices so the company is not at risk?
• Do our competitors do a better job at sales, service, marketing and operations than we do?
• Are we on top of pricing trends?
• Are guest complaints being answered effectively?

Services include: secret shopping and surveys, as well as competitive, compliance and price auditing

2. The A.gen.cy

• Are we positioned to win business?
• How are our customers close to defection?
• Are our current customers engaged and recommending us to others?
• Will our marketing campaigns and advertising resonate with people?
• Are our target customers changing?
• Do our business practices really drive loyalty?
• How is our brand perceived by a specific customer type?
• What is really holding us back?

Services include: Guestumentaries™, B2C and B2B panels, semi-qual & semi-quant surveys, focus groups, marketing and brand consulting

3. Performance Development Group

• Do we have a company culture of A-Players to assure we achieve our goals?
• Are employees clear and committed to doing what it takes to help the company win?
• Does everyone in the organization participate in continuous quality improvement, including the frontline?
• Is leadership vigorously promoting and investing in customer-centricity or do they only speak the language of business?
• Do employees have the tools, resources and authority to help with service recovery?
• Does everyone understand how to create loyalty, or do they think it is just a rewards card?

Services include: Advanced Customer Experience Strategy™ (ACES), strategic planning, learning and performance management modules, recognition systems, hiring assessments and our trademarked Frontline Coaching Methodology™