return on intelligence. - service evaluation...
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Return On Intelligence.
Superior shoppersmean better results.
Our single most important resource is
our panel of over 650,000 shoppers
(Brand Agents) around the world.
That’s why our certification process is
the most rigorous in the industry.
We begin by collecting detailed
demographic information, so we can
match the right clients with the right
kind of shopper. Next, our BA’s must
complete two levels of training - on
market research methodologies and
client-specific needs of the engage-
ment. All applicants must then take a
BA Certification Exam to demonstrate
comprehension of these standards.
This two-part certification process is
the cornerstone of the SEC business
model. This non-negotiable standard
mandates an unparalleled level of
skill, reliability, and professionalism
in the industry.
Call 516-576-1188 x3530 or
today to get started!
We provide powerful & effective Customer ExperienceOptimization tools and resources to some of the best knownbrands in the world. Our unique and custom-tailoredservices enable clients to optimize their brand performanceacross every touch point.
Reveal the customer experiencer Know how your brand is performing in your stores, over the phone,
online, at kiosks, and at the drive-throughs
r Gain insight into how you stack up against your competitors
r Evaluate your staff's knowledge and sales skills
r Be confident that your locations are maintained and merchandised
properly
r Track the effectiveness of your pricing and promotions
r Be sure your products are being demonstrated effectively
r Maintain adherence to compliance standards
Know what your customers really thinkr Experience the voice of the customer with online, mail, in-store
and phone surveys
r Hear what your customers say with Interactive Voice Response
Solutions (IVR)
r Learn what's really important to them with CATI and
In-Venue customer interviews
r Understand how your brand is perceived in the zeitgeist with online
reputation monitoring
r Manage your staff more effectively with Employee Attitude Surveys
r Gain immediate feedback on advertising receive instant alerts on
calls, and improve the call-handling skills of your staff with
AdTrack call monitoring
CustomerExperienceOptimization.
Return OnIntelligence.
ComprehensiveReporting.
r Ability to define, categorize and
send real-time alerts directly
to your in box.
r Balanced Scorecard.
r Net Promoter Scores.
r Comparisons to pre-determined
Key Performance Indicators.
r Scorecards for locations,
regions, and districts.
r Survey and question reports.
r Demographic reports.
r Manager performance reports.
r Customizable data fields.
r Drill down to actual answers
including narratives.
r Client Resolution Board for
easy information sharing
throughout your team.
Call 516-576-1188 x3530 or
today to get started!!
SEC supports customer-focused organizations to consistentlydeliver the brand promise, while supporting communicationof the brand strategy to the frontline associate.
We focus on the unique needs of the client, from industry to industry,
applying our collective experience to each and every program we manage.
We consciously seek out companies who are leaders in their industry and
who have a commitment to employee and customer satisfaction. We only
consider projects where our skills and resources are aligned with the
clearly defined objectives of the engagement. This is essential because
our approach requires a true partnership with those we serve, so that SEC
becomes an extension of their organization.
We deploy over 250,000 Certified Brand Agents into all venues to
observe, listen, evaluate and engage with your front line associates
across all customer channels - in-store, online and by phone. Findings
are collected, analyzed and streamed on demand, allowing stakeholders
to integrate results into their decision-making.
We enter into each client engagement with a flexible, responsive and
customized approach, supported by a six step methodology for ensuring
optimal success:
r Discover - The challenges you face
r Define - Your critical goals & metrics
r Design - A brand measurement program
r Develop - A detailed plan of implementation
r Deploy - Our highly trained Brand Agents
r Deliver - Actionable Intelligence
Analytics Dashboard.Our online dashboard (in development)
will provide multiple views of customer
attitudes, behaviors, and market condi-
tions to enable more effective decision
making and deliver a higher return on
your customer experience investment.
r Color-coding to indicate performance
r Graphic dashboard style reports
r Customizable views
r Summary, trend, and per-evaluation
r Balanced Scorecard/Net Promoter Score
r Comparisons to pre-determined KPI’s
r Multi-level security permissions
r Scorecards by location, region or district
r Survey and question reports
r Demographic reports
r Manager performance reports
r Customizable data fields
r Drill down to actual answers
r Viewable on smart phones
r Compatible with Excel, Word, PDF and
Powerpoint formats
Call 516-576-1188 x3530 or
today to get started!
SEC is committed to creating the most powerful tools tomeasure, monitor, and maintain excellence in the front-lineselling environment. That’s why we’re constantly developingnew tools to improve the quality of the data we provide.
r Track success of advertising campaigns with AdTrack - Marketing &
Sales Management Tracking and Monitoring Tools
r Improve the call-handling skills of your staff with Call Track - Call
Center Monitoring and Recording
r Understand how your brand is perceived in the zeitgeist with Pulse-
Online Reputation Monitoring
r Make more effective decisions with ROI - Return On IntelligenceTM
Graphical Dashboard Reporting Console
Smart Agent Mobile Intelligence
Our newest application, Smart Agent, leverages the latest insmart phone technology to deliver better quality data to youand your managers, faster than ever before.
r Specially-designed mobile application that allows that SEC
Brand Agents to capture a wide variety of files including:
n Still pictures
n Audio & Video recordings
n Text messages
n Barcode scans
n Document scans
r Compatible with iPhone, Blackberry and Android devices
Newtools for acompetitiveedge.
Thecompanieswe keep.
Our Commitment.At SEC, we pride ourselves in
developing strong collaborative
relationships between our clients
and our team members. This helps
us ensure that your business goals
are being achieved.
r Accuracy
We promise to deliver accurate,
quality-certified data.
r Alerts
We promise to send alerts on
critical issues to all team
members within 72 business
hours of the interaction.
r Actionable Intelligence
We promise to continually
analyze your data, and advise
you of important trends and
opportunities.
Call 516-576-1188 x3530 or
today to get started!
SEC prides itself in allowing every client to get themaximum amount of time and energy possible from ourstaff. This helps us ensure that your business is being heardand that your goals are being achieved.
SEC’s clients represent companies and brands of every size, across many
different sectors and verticals. We offer experience in these industries:
banking, consumer goods and services, convenience stores and service sta-
tions, government, grocery, health-care, fashion, hospitality and resorts,
financial services, Insurance, luxury goods, retail, technology, mass mer-
chandise & specialty retail, restaurants (quick serve, casual & fine dining),
media and entertainment, travel and others.
r Aveda
r Aveda Salons
r Barclay Bank
r Barney’s New York
r Blue Cross & Blue Shield
r Bravo Health
r Cartier
r Cole Haan
r Comprehensive Health
r Coventry Healthcare
r Estee Lauder
r Ferragamo
r General Electric
r Giant Eagle
r Genworth Financial
r L’Occitane
r Macy’s
r Metro Credit Union
r New Alliance Bank
r Nike
r Piaget
r Roundy’s
r Saturn