This document provides an overview of services from The McGlown Group to help organizations align employee actions with the promises made to customers. The services include defining expectations, messaging, research, and tools to track execution and the customer experience. Costs for quarterly advisory retainers range from $10k-$50k. As a retained advisor, The McGlown Group can share experiences, suggest engagement strategies, and provide insights to strengthen brands and refresh how customer promises are communicated and delivered.

1. Experience Score
Over Deliver
Deliver
Under Deliver
{ SERVICES OVERVIEW}
Execute as
PROMISED
Help employees communicate and deliver the
experience promised to their customers.

2. Define what
employees
are expected
to create.
Simplify how
people explain
and use your
offer.
Deliverables:
• Touchpoint Mapping
• Qualitative Research
• Quantitative Research
• Business & Brand Insights
• Mission & Corporate Values
• Business Purpose
• Internal Messaging
Deliverables:
• Brand Positioning
• Brand Architecture
• Messaging Distillation
• External Messaging
• Corporate Identity
• Offer Occasion Alignment
Distill Business
Intent
Communicate
Clearly
Leaders SHARE
Business Strategy
Employees
TRANSLATE
Strategy
EXTEND
Promises
DESIGN ways to Fulfill Delivering the Promise
CREATE Expectations
Execute as PROMISED
We can identify, and implement, ways to

3. Align employee
actions to
support the
promise.
Track your
ability to
execute at each
touchpoint.
Deliverables:
• Touchpoint Optimization
• Document (re)Design
• Sales Conversion Tools
• Employee Beliefs Analysis
• Employee Alignment Plan
• Internal Branding
Deliverables:
• Brand Health Assessment
• Competitive Tracking
• Loyalty Development
• Loyalty Monitoring
• Business Planning Insights
Monitor the
Experience
Deliver in
Unison
Promises
OVER
Deliver
UNDER
Deliver
Opt-In
Opt-Out
Insights inform strategy.
DELIVER
Customer
Expectations
EXECUTE

4. We are accessible through phone, videoconference and in-person
meetings. Cost can range from $10k-$50k quarterly.
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About Us
The McGlown Group helps organizations translate business
strategy into messaging tools that clarify what to do as an
employee, and what to expect as a customer. The deliverables
drive alignment between employee and customer beliefs, while
pinpointing when the customer promise is, or is not, made real –
and what to do about it.
Contact Us
email info@themcglowngroup.com
call {317} 800-8319
Show MORE of your best
Refresh the communication and
delivery of your customer promise
by leveraging our expertise. As a
retained advisor, we can:
1 Share experiences that
strengthen your ideas.
2 Suggest creative ways to engage
employees and customers.
3 Offer insight on ways to advance
existing activities.
©2013 The McGlown Group
All Rights Reserved
Advisory Retainer
“To Do” List
Develop Reports
Socialize Intentions
Champion Accomplishments
Manage People
Improve Processes
Craft Business Plans
Develop Team
Manage Budget
Develop Relationships
Resolve Conflict