How do our customers perceive their experiences? What are their pain points?
Which of our competitors deliver a best-in-class experience? How do they do it?
Can we leverage technology to improve customer experience? Can we reduce cost at the same time?
How SATOV can help
We have worked with many consumer services companies to balance the desire for efficiency with the imperative to give the customer the best possible experience. Our clients tell us we are better at the operational science of customer operations because we truly understand the customer needs and the link back to strategy.
“We have hired SATOV on more than one occasion to perform due diligence for us. They do a great job at getting up to speed on opportunities and giving us sound and objective viewpoints with which to make investment decisions.”
− Pete Samson, Managing Partner Ironbridge Equity Partners −
“The coming together of the Heart and Stroke foundations across the provinces into a single national entity was an important yet complex turning point for our organization. Mark did masterful job at staging the right discussions and then bringing various groups together to help us move through decisions in a way that was systematic and comfortable for a wide range of decision makers.”
− Irfhan A. Rawji, Former Chairman of the Board Heart and Stroke Foundation −
“I hired SATOV to assist us in quickly addressing some fundamental strategic decisions. We formed a joint team of SATOV and Telus employees and together ran a very efficient process to deliver against tight deadlines. My team and I had a great sense of ownership and confidence in the recommendations we made, which ultimately improved profitability. Thanks for the help!”
− Stephane Dubreuil, SVP, Strategy and Consumer Marketing TELUS Communications Company −
“The SATOV team helped us with some complex operational & organizational issues that required co-ordination and input across a wide variety of groups. In a relatively short period of time, we had developed recommendations that are expected to significantly improve our effectiveness with substantial buy in from the parties involved.”
− Ross Petersmeyer, Vice-President of Strategy Great-West Life Assurance −
“Thank you for SATOV’s strategic help, advice and partnership along the way. We couldn’t have accomplished the turnaround without you.”
− Brett Marchand President and CEO, Cossette Communication CEO, Vision 7 International −
“Even as an intern, I could define my own experience and it carried into my work now as a consultant. I did meaningful work and was meeting with clients from Day 1. To get that level of exposure to executives, to be in the room during the decision-making process and see how they think, to even get to give input, is a unique learning experience.”
− Sam Roston, SATOV alumni −
“I thought SATOV was the best place I could have worked at in my first role after school. It’s hard to match the breadth of experience across industries and business problems, and the range of amazing people I’ve met along the way in all sorts of businesses and in all roles. Just be prepared to work hard before you sign. Call me if you have any doubts.”