SNG Consulting

Customer experience work for brands you already know. Since 2005.

Journey mapping and voice-of-customer research, and then the harder part: getting an organization to agree on what to do about it.

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Select clients

Automotive

Volkswagen, Audi, Porsche

Retail and fashion

Saks Fifth Avenue, Lord & Taylor, Tory Burch

Beauty and wellness

Shiseido, NARS, Clé de Peau Beauté

Travel and hospitality

Royal Caribbean, Regent Seven Seas

CPG and healthcare

Purina, Diageo, Bayer, CVS

Education and nonprofit

Begin (HOMER), AmeriCares

The full client list, and what the work looked like.

Our approach

Most customer experience strategy is sold as a promise. This is sold as a plan.

Four phases. Named deliverables. One map and one strategy the whole organization can align behind.

Understand

The people who own each touchpoint, not a sample of stakeholders. Interviews, a cross-functional journey workshop, or a survey, whichever the engagement calls for. Store visits, field visits, and a full inventory of every channel and system.

You get: a synthesis of what you heard and a first draft of the current state.

Diagnose

Gaps named at the touchpoint, not just at the theme: how many steps your checkout takes, how long someone waits between signing up and hearing anything.

You get: gaps and quick wins, ranked, with the quick wins already moving.

Design

A future state built on what your systems and your org chart will allow, drawn as the same map with different layers switched on, so you can see the distance between now and next.

You get: the future state, and an orientation document that teaches your team to read it.

Activate

A phased roadmap with a named owner against every initiative, a quarter, and a cost range.

You get: the roadmap, the owners, and the measures.

Scoped to the question, and to the company. Sometimes that's one facilitated workshop. Sometimes it's multiple years of embedded work across a global market network. See how we work.

Why SNG

Who you meet is who you get.

You work with the founder.

Sara Nelson Goertel started SNG in 2005 and leads every engagement. The team that scopes an engagement is the team that runs it, from the first conversation through to the roadmap. More about Sara.

The team is built for the question.

For larger programs we bring in specialists we've worked with for years: researchers, facilitators, analysts. It means senior people on the work from beginning to end, at whatever size the engagement needs to be.

No platform to sell you.

SNG doesn't resell software and holds no partner agreements with technology vendors. When a system needs evaluating, the answer is whatever fits your stack and your budget, and sometimes the answer is the one you already have.

Getting people to agree is the job.

Sara trained as an organizational psychologist, is a Burke Institute trained focus group moderator and trained in mediation at Columbia University's International Center for Cooperation and Conflict Resolution. Getting a candid answer out of an interview, and running a room where senior people disagree, is most of what decides whether a strategy gets implemented or admired and shelved.

Let's talk

Let's find out if this is a fit.

Project work, retained advisory, workshop facilitation, and agency partnerships. All of them start the same way, with one conversation.

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