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Services Overview -- The McGlown Group
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.
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Services Overview -- The McGlown Group
- 1. Experience Score OverDeliver 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 actionsto 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 accessiblethrough phone, videoconference and in-person meetings. Cost can range from $10k-$50k quarterly. THINK THINK THINK THINK THINK 2013 2014 2015 2016 2017 Do Do Do Do Do 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