Our approach
Most customer experience strategy is sold as a promise.
This is sold as a plan.
01
Understand
The people who own each touchpoint, through interviews, a journey workshop, or a survey. Store visits, field visits, and an inventory of every channel and system.
You get: a clear picture of where things really stand.
02
Diagnose
Gaps named at the touchpoint, specific enough to act on: how many steps your checkout takes, how long someone waits between signing up and hearing anything.
You get: a ranked list of what to fix and who owns each piece.
03
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 how far you are from where you want to be.
You get: a future state your team can picture and build.
04
Activate
A phased roadmap with a named owner against every initiative, a quarter, and a cost range.
You get: clear accountability for every initiative, and the measures that show whether it's working.
Sometimes the right scope is 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. No tech to sell.
Founder-led.
Sara Nelson Goertel started SNG in 2005 and leads every engagement. The team that scopes your project is the team that runs it. More about Sara.
Tool agnostic.
No software to sell and no vendor partnerships, so any advice on technology is based on your business requirements and budget.
Let's talk
Let's find out if this is a fit.
Project work, retained advisory, workshop facilitation, and agency partnerships.
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