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| Go to the head of the class |
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| Put Our Experience to Work for You
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| Schmalensee Partners combines expertise in two critical disciplines - marketing research and change management - that are the building blocks of customer experience management. Clients appreciate the value we provide through our actionable research and data-driven customer experience management. |
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A hotel chain spent millions on customer satisfaction research without significantly improving guest experiences. We made the research actionable by showing that improving certain aspects of guest experiences could increase revenues and then by guiding the managers in their improvement planning. |
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An electric utility's annual plan called for reducing the maximum average power outage from 90 to 80 minutes, at the cost of many millions of dollars. We advised against making this change until we were sure it was on target. Our research revealed that this initial plan would have had no impact on customer satisfaction. We found that a different plan was needed since customers based their experience ratings on the number rather than the length of outages. |
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| Our founder, Diane Schmalensee has a track record of distinguished service in both marketing research and change management disciplines. Please see her bio for details. |
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