Company Overview

Customer experience -- helping you analyze the current experience of your customers with marketing and employee research; providing blueprints to move forward and support with change management. Focus groups, interviews, observational methods a specialty. Industries include retail and B2B financial services, public sector organizations, software and online services. Skilled wtih senior executive interviewing. Content knowledge includes: MBTI, Appreciative Inquiry, Postiive Organization Scholarship, Requisite Organization. Our approach: high leverage collaboration that gets results for you, the client.

Company Information

Additional Details

Legal Name: ARC Strategy Ltd.

Number of Employees: 2

Contacts

Services

• Bulletin Board Focus Groups

  Using an online discussion forum, we provide multi-day bulletin board focus group discussions. Well suited to B2B research, or widespread national audiences where budget is a consideration. Full client involvement in the evolving discussion, and complete transcripts available immediately. Also useful for internal ideation sessions.

• Change Management Strategies

  Helping you assess employee readiness for change, and designing a change management approach to engage employees; support in delivering and implementing successful small and large scale change interventions. Strategies and approaches are custom-designed for your unique situation. We work with your internal project team to ensure you are always in control and have high rates of knowledge transfer.

• Consulting

  Consulting in the area of customer experience and service strategy. High leverage model focuses on knowledge transfer and client team involvement. Projects have included: re-organize retail financial services customer delivery in retail banks; service strategy for insurance; creation of service standards; redesign of roles and management structures; new product concept development; redesign value proposition for professional organization. Our recommendations are based on multi-pronged data collection, typically including internal and external qualitative research, as well as data analysis. Only senior consultants on every project.

• Employee Research

  Design of positive employee research that involves your staff in addressing situations in a positive way. Useful for: understanding results of employee surveys; beginning transformational change initiatives; addressing emerging opportunities

• Focus Groups

  Standard projects in 'mirrored room' facilities, as well as creative approaches we build together with you, our client. Frequent use of projective methods (collage, drawings, story-telling) to elicit the key motivational drivers that lie beneath rational explanations. Our focus is intangibles, service delivery and customer experiences. Experience includes retail financial services, B2B financial services, software, ethnic marketing, retail shopping, public sector, high net worth consumers. Our moderators are professionally trained members of the Qualitative Research Consultants Association.

• Mbti Workshops

  Workshops conducted using the Myers-Briggs Personality Type Inventory for individuals and teams. MBTI is the world's most widely adopted tool for gaining insight into individual preferences and how they influence our behavior. We can provide assessments using our secure on-line web site, with reports delivered electronically where needed.

Products

• Training For Service Excellence

Additional Information