SNG Consulting

Bringing customer experience to life within your organization

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SNG Consulting

Bringing customer experience to life within your organization

It's All About the Experience...

At SNG, our capabilities range from high-level strategic thinking to front-line execution. We believe customer centricity creates value and loyalty over time. We are customer experience pioneers and have been using touchmaps, customer journey maps, and storyboards as the cornerstones of our work for nearly 20 years. We provide clients with an understanding of their Current State through the eye of the customer, and a robust vision for the ideal Future State. Most importantly, we outline a clear and actionable improvement strategy that becomes a roadmap for success.

Capabilities

Current State

Customer and employee needs and data-driven insights are at the core of any strategy we develop.

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Future State

Our tools enable organizations to envision a future that highlights their strengths and differentiators.

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Alignment

We have experience getting organizations energized and empowered to change the customer experience.

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Implementation

We work nimbly within client organizations to make sure initiatives are progressing according to plan.

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Team

Sara Nelson Goertel

Passionate about improving the customer experience, Sara's expertise lies in uncovering customer needs and insights and using those learnings to drive strategy across the touchpoints of an enterprise. Since founding SNG in 2005, Sara has used her background in organizational development and change management to cascade customer-focused vision and strategy throughout client organizations. She has long been a proponent of customer journey thinking and has pioneered the development of various journey and touchmapping methodologies.

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Strategic Partners

We are proud to have longstanding partnerships with The Priority Group and Digital Prophets Network (DPN). Our collective teams ensure our mutual clients fully realize their Customer Experience, CRM and Digital objectives.

Experience

Client Experience

Our consultants are proud to have served a wide variety of high performing companies.

Results

Travel

Luxury cruise line faced significant financial challenges and was looking for ways to increase the return rate, while capturing more of a price premium for guests overall.

Automotive

Client wanted to facilitate a best-in-class and consistent experience across touchpoints in the customer lifecycle, from awareness of the brand through repurchase.

Beauty & Skin Care

The decision making process in the retail and beauty space is not linear. More than ever, consumers are using digital and social tools and platforms in the consideration and purchase process.

Retail Pharmacy

As a part of an effort to develop the "pharmacy of the future," the team wanted to leverage customer insight to make the customer experience more relevant for their different target audiences.

Connect

Curious to explore whether SNG might be a fit?

We would welcome the opportunity to talk about your customer experience challenges and opportunities to collaborate on a customized solution for your organization.

We are also always looking for exceptional talent. Think you might be a great addition to the team? We'd love to hear from you.

Phone: 203-952-8665
Email: info@sngconsulting.com

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