Service
guarantee
case study

Balanced scorecard of measures
case study

Build Tools to Increase Competitiveness


Even firms with clear goals, appropriate strategies and a strong understanding of their customers and markets need more to succeed. Knowing what needs to be done is not the same as doing it. Many firms lack the specific tools or skills they need to fully implement their goals and plans.

Schmalensee Partners – in cooperation with its many partner organizations – provides some of the tools that firms need to increase their competitiveness, including . . .
	Building a dashboard (balanced scorecard) of measures to track and guide performance
	Creating and implementing a service guarantee program that builds customer loyalty and aligns the organization’s efforts
	Conducting research on the hierarchy of customer needs to guide advertising, sales and marketing communications
	Providing executive and leadership coaching
	Training and facilitating planning efforts
	Coaching leaders through the process of mergers & acquisitions
	Creating and implementing performance standards
	Developing effective employee training programs on service guarantees, performance standards, complaint handling, improvement team skills, how to listen to customers, customer focus and more
	Devising customer-focused and goal-focused incentive systems