Services //


The McGlown Group helps organizations translate business strategy into messaging tools that clarify what to do as an employee, and what to expect as a customer. The deliverables drive alignment between employee and customer beliefs, while pinpointing when the customer promise is, or is not, made real – and what to do about it.

Services //

  • Distill Business Intent

    LETS...

    Take a snapshot of your promise.

    1. Map the Customer Experience
    2. Identify and Validate Beliefs
    3. Publicize Shared and Opposing Beliefs

    Define the ideal user experience.

    1. Make the end-goal easy to recall
    2. Clarify how to create the experience
    3. Paint a picture of the ideal state
  • DELIVERABLES
    • Touchpoint Mapping
    • Qualitative Research
    • Quantitative Research
    • Business & Brand Insights
    • Mission & Corporate Values
    • Business/Brand Purpose
    • Internal Messaging
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  • Communicate Clearly

    LETS...

    Translate the promise.

    1. State highest-order benefit(s) simply
    2. Articulate relevance for customer occasions
    3. Specify unique approach within each occasion

    Clarify the details.

    1. Streamline how the details are presented
    2. Design an offer that is easy to shop
    3. Design self-help user guides
  • DELIVERABLES
    • Brand Positioning
    • Brand Architecture
    • Messaging Distillation
    • External Messaging
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  • Deliver in Unison

    LETS...

    Redefine how the team executes.

    1. Prioritize mis-aligned touchpoints
    2. Incorporate new/repurposed touchpoints
    3. Use the environment to shape employee beliefs

    (re)Design sales & service toolkits.

    1. Create a system of prospect conversion tools
    2. Refine how the customer experience is facilitated
  • DELIVERABLES
    • Touchpoint Optimization
    • Document (re)Design
    • Sales Conversion Tools
    • Internal Branding
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  • Gauge ability to execute as promised.

    LETS...

    Gauge ability to execute as promised.

    1. Track engagement at each touchpoint
    2. Report status of execution versus plan
    3. Develop algorithm to benchmark business metrics over time

    (re)Align your promise with demand.

    1. Clarify where execution aligns with beliefs
    2. Map beliefs across competitors, customers and employees
    3. Identify symptoms to explore and distill
  • DELIVERABLES
    • Brand Health Assessment
    • Competitive Tracking
    • Loyalty Development
    • Business Planning Insights
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  • Advisory Retainer

    Show more of your best

    An exhaustive “To Do” list can yield flat results. Refresh the communication and delivery of your customer promise by leveraging our expertise.

    As your retained advisor, we can:

    • Share experiences that strengthen your ideas.
    • Suggest creative ways to engage employees and customers.
    • Offer insight on ways to advance existing activities.

About Us //

The McGlown Group helps organizations translate business strategy into messaging tools that clarify what to do as an employee, and what to expect as a customer. The deliverables drive alignment between employee and customer beliefs, while pinpointing when the customer promise is, or is not, made real – and what to do about it.