Company: Profile

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Company Profile

AboutFace™ helps CEOs and their leadership teams conceive clever, customer-centric strategies that engage customers in new and exciting ways. Because we are equally proficient in mystery shopping, marketing research, customer experience strategy and performance analysis, we are able to develop solutions that effectively deliver robust financial wins. Our clients represent some of the most progressive and committed organizations in the world.

Take a look at some of the core issues AboutFace™ can resolve for you:

1. Mystery Shopping and Quantitative Measurement

  • Are your frontline people succeeding at delivering experiences that differentiate you?
  • Do your competitors do a better job at sales, service, marketing and operations than you?
  • Are the products, variety, stock, pricing, placement and assortment relevant and appealing to consumers?
  • Are your partners exceeding your expectations in driving value for your business and customers?
  • Are employees following compliance practices so the company is not at risk?
  • Are you able to achieve a high level of service recovery?

Services: Secret Shopping; Audits, Price Audits; Observational Assessments; Compliance Checks; Competitive Differentiation Assessments; IVR; Surveys

Solutions: Full-loop Feedback with Rate My Service™; The Service Recovery Index™; Assessments; Secret Shopping On-Demand™

Facts

2. Marketing Research

  • Are you positioned to win and keep business?
  • What do your harshest critics say and why are they defecting?
  • Are your current customers engaged and recommending you to others?
  • Will your marketing campaigns and advertising resonate with your core customers?
  • Are your target customers changing? How?
  • How does a specific customer segment perceive your brand, products or services?

Services: B2C and B2B Panels; Semi-qualitative & Semi-quantitative Surveys; Focus Groups; Shop-a-longs; Customer Polling & Interviews; Intercepts

Solutions: The Guestumentary™; Customer Experience Inventory™; The Service Recovery Index™

Question

3. Customer Experience Strategy & Performance Consulting

  • Are you having trouble getting started on the customer experience journey?
  • Is leadership vigorously promoting and investing in customer-centricity, or do they only speak the language of business alone?
  • Do employees have the tools, resources and authority to assure prompt service recovery?
  • Do you have a company culture of A-Players to assure you achieve goals beyond your expectations?
  • Does everyone in the organization participate in continuous quality improvement, including the frontline?
  • Is there a consistent system in place to measure service and non-negotiable standards?

Services: Strategic Planning; Learning and Performance Management Modules

Solutions: Advanced Customer Experience Strategy™ (ACES); Frontline Coaching Methodology™; Spin2Win™ Loyalty; Smiley Bucks; The Berke™; Performance Check-ups™; The A-Player Path™

Improve