Contact centre Archives - SATOV Consultants

May 05

AMEX knows how to resolve customer issues: a traveller’s tale

By SATOV Consultants Loyalty and retention, Mark Satov

We have all heard about the guy who went to the Nordstorm store to return a set of tires and was allowed to do so even though he bought it…

Apr 20

Love0

Grocery hasn’t embraced tech yet, at least not successfully

By SATOV Consultants Customer experience, Mark Satov

If you were in business school with me in the 90's you would have believed (many did) that PeaPod and others like it were going to revolutionize the grocery experience.…

Apr 07

Love0

Using live-chat well: a case example and some do’s and don’ts

By SATOV Consultants Customer experience, Mark Satov

After a lovely Passover Seder at my Mom’s house, my wife and I decided to send some flowers to thank her and otherwise brighten her day. I volunteered to handle…

“SATOV developed a growth strategy in the retail services industry for one of our portfolio companies. SATOV’s strategic thinking was top notch, and it was coupled with practical and actionable recommendations that enabled us and the company to see a clear path to growth.”
− Joe Shlesinger
Managing Director, Callisto Capital
(Former Managing Director, Bain Canada) −

“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.”
− Kuba Soltysiak, SATOV alumni −

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AMEX knows how to resolve customer issues: a traveller’s tale

Grocery hasn’t embraced tech yet, at least not successfully

Using live-chat well: a case example and some do’s and don’ts

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