Intro To Sec


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A brief introduction to Service Evaluation Concepts

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Intro To Sec

  1. 1. Service Evaluation Concepts, Inc. Who We Are, What We Do and How We Do It
  2. 2. Who We Are <ul><li>Service Evaluation Concepts, Inc. (SEC) is a Customer Experience Optimization TM resource with a core competency in the administrative process of Field Deployment and data collection. The methodology commonly used is referred to as &quot; Mystery Shopping &quot;. SEC was founded in 1987 to empower decentralized businesses to evaluate the customer touch point across all channels. SEC is a leader in Customer Experience Management (CEM), helping industry-leading businesses &quot; inspect what is expected &quot;, to ultimately measure, monitor and maintain the behaviors that ensure the brand message and improve the customer experience. In a world where competition is global and where knowledge and technology rapidly flow across cultural boundaries, our mission is to empower organizations to be responsive to market changes and customer expectations. </li></ul>
  3. 3. What We Do <ul><li>SEC specializes in administrating large-scale Customer Experience Optimization programs that help organizations align the brand message with the customer reality. We focus on the unique needs of each enterprise we serve. We consciously seek out companies who are leaders in their industry and who have a commitment to employee and customer satisfaction. We only consider projects where our skills and resources are aligned with the clearly-defined objectives of the engagement. </li></ul><ul><li>  </li></ul><ul><li>The approach is driven by a process of discovery that identifies cause and effect linkage with corporate strategy for the brand and the customer experience. The key building blocks are based on the management principles developed by Robert S. Kaplan and David P. Norton called &quot;the Balanced Scorecard&quot; published by the Harvard Business School. </li></ul>
  4. 4. How We Do It <ul><li>The cornerstone of our success is our panel of more than 600,000 para-professional independent contractors located throughout the United States and in all the major markets around the free world. These resources are trained and certified to your specific brand message to monitor, and engage with your frontline across all customer touch points – in person, online and/or by phone. </li></ul><ul><li>  </li></ul><ul><li>We view the relationship with our employees, clients, alliance partners and agents as the most important assets on our balance sheet. To that end, service as viewed by this audience is the top priority in the operation of our business. </li></ul><ul><li>We are committed to creating the most powerful tools to measure, monitor, and maintain excellence in the front-line selling environment, using our disciplines individually or in combination to meet any challenge. </li></ul><ul><li>  </li></ul><ul><li>We recognize that our business that depends on execution and thrives on collaborative efforts. We promise to manage ourselves on a human scale, encouraging every person to develop their full potential where personal and professional integrity matter above all else. </li></ul>
  5. 5. How We Do It
  6. 6. <ul><li>Customer Experience OptimizationTM </li></ul><ul><li>  </li></ul><ul><li>Sales & Service Evaluations </li></ul><ul><li>Competitive Intelligence-Benchmarking </li></ul><ul><li>Compliance Audits </li></ul><ul><li>Pricing Intelligence </li></ul><ul><li>Product Placement </li></ul><ul><li>Site Inspections </li></ul><ul><li>  </li></ul><ul><li>  </li></ul><ul><li>Approach </li></ul><ul><li>  </li></ul><ul><li>Discover – Understand Challenge. </li></ul><ul><li>Define – Determine Solution. </li></ul><ul><li>Design – Using alignment for cause and effect linkage to your business metrics. </li></ul><ul><li>Deploy – Market Place Field Research. </li></ul><ul><li>Deliver – Site visit Data Capture, Analytics and Reporting. </li></ul> Employee - Customer Satisfaction   Loyalty Measurements Front-line Intercepts Interviews Focus Groups Employee Attitude Assessments Site Inspections (Compliance Audits)     Platform   Proprietary Systems Interactive Voice Response (IVR) Online Surveys tied to all metrics captured PDA and Cellular Phone surveys Central Dashboard for all of these metrics for Custom Training Certification, Scheduling, Data Capture, Quality Assurance, Web Reporting and Analytics.
  7. 7.
  8. 8. Service Offerings <ul><li>Customer Experience Optimization TM : </li></ul><ul><li>  </li></ul><ul><ul><li>Sales and Service Evaluations </li></ul></ul><ul><ul><li>Competitive Intelligence - Benchmarking </li></ul></ul><ul><ul><li>Compliance Audits </li></ul></ul><ul><ul><li>Pricing Intelligence </li></ul></ul><ul><ul><li>Product Placement </li></ul></ul><ul><ul><li>Site Inspections </li></ul></ul><ul><ul><li>IVR </li></ul></ul><ul><li>Employee - Customer Satisfaction: </li></ul><ul><li>  </li></ul><ul><ul><li>Loyalty Measurements </li></ul></ul><ul><ul><li>Front-line Intercepts </li></ul></ul><ul><ul><li>Interviews </li></ul></ul><ul><ul><li>Focus Groups </li></ul></ul><ul><ul><li>Employee Attitude Assessments </li></ul></ul><ul><ul><li>Site Inspections (Compliance Audits) </li></ul></ul><ul><li>  </li></ul>
  9. 9. <ul><li>The SEC Approach: </li></ul><ul><li>(The Six D's) </li></ul><ul><li>  </li></ul><ul><ul><li>Implementing and delivering a successful program: </li></ul></ul><ul><li>  </li></ul><ul><ul><li>Discover: </li></ul></ul><ul><ul><li>Define: </li></ul></ul><ul><ul><li>  </li></ul></ul><ul><ul><li>Design: </li></ul></ul><ul><ul><li>  </li></ul></ul><ul><ul><li>Develop: </li></ul></ul><ul><ul><li>  </li></ul></ul><ul><ul><li>Deploy: </li></ul></ul><ul><ul><li>Deliver: </li></ul></ul><ul><li>  </li></ul>Understand the challenge. Brainstorm to create the most effective intervention for collecting the information needed. Determine the best solution for overcoming the challenge. Develop collateral using  cause and effect linkage to align expectations with reality. Conduct the market research. Utilize custom report gallery for analyzing data capture during the deployment process.
  10. 10. Contact SEC today for a no-obligation quote! <ul><li>How to contact SEC: </li></ul><ul><li>  </li></ul><ul><ul><li>Contact Angela Stevens, Project Manager: </li></ul></ul><ul><ul><li>E-mail:  [email_address] </li></ul></ul><ul><ul><li>Phone:  1-516-576-1188 x3594 </li></ul></ul><ul><ul><li>Fax:       1-516-450-3466 </li></ul></ul><ul><ul><li>  </li></ul></ul><ul><ul><li>Corporate Offices: </li></ul></ul><ul><ul><li>210 Crossways Park Drive </li></ul></ul><ul><ul><li>Woodbury, NY 11797 </li></ul></ul><ul><ul><li>  </li></ul></ul><ul><ul><li>Website: </li></ul></ul><ul><ul><li> </li></ul></ul><ul><ul><li>  </li></ul></ul><ul><ul><li>SEC's normal operating hours are Monday through Friday from 9:00am to 5:00pm - We are closed for major holidays. </li></ul></ul><ul><ul><li>  </li></ul></ul><ul><li>  </li></ul>