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Our Methodology 2018-06-20T19:43:25+00:00

Our Methodology

Assessment

We immerse ourselves in your organization. We conduct a thorough review of your current customer feedback, brand messaging, and various cultural mechanisms including all aspects of training, communications, and performance tools. Once all required information is collected, we conduct surveys and on-site interviews to understand the mindset of your team members and their needs.

Outcome: SGEi delivers a detailed blueprint of materials and mechanisms to be refreshed and improved. This feedback is presented to the senior leadership team where a strategy for improvement is developed.

Design

Our consultants and creative team develop marketing messages and a series of tools including videos, meeting scripts, posters, and other communication apparatus to stimulate thinking and conversation amongst employees. Simultaneously, we work with frontline supervisors and managers to understand how to utilize the tools and messaging successfully. Frontline supervisors and managers are coached and assessed on their abilities to lead their teams with the required standard of effort, passion, and care. Using our expertise in both online and classroom learning experiences, we then create a variety of learning experiences to improve the attitudes and skills of employees relating to service, sales, stress management, multi-cultural understanding, and teamwork.

Outcome: Depending on the priorities and focus for each brand, SGEi designs and implements, through the frontline management team, a series of internal marketing materials, communication mechanisms, learning experiences, and tools to be a catalyst for better employee mindsets and improved customer experiences.

Delivery

Our master trainers can deliver custom content or hand it over via a train-the-trainer program. Whether you choose to use our team or an internal group to implement training programs, we remain a long-term resource. Our familiarity with a brand means that we can quickly step in to deliver training any time.

Outcome: We offer a reliable and effective team of trainers and coaches to deliver memorable, motivating, and effective learning experiences.

Sustainment

We ensure that measurements are in place to score both customers’ interactions and employees’ engagement. We work with clients’ vendors to ensure their programs also measure the emotional and cultural impact on the customers’ and employees’ experience. The continued success of a program or training initiative is important to our team.

Outcome: We provide a series of scores that allow for a thorough understanding of the effectiveness and relevance of any program or initiative introduced.

“It has been my pleasure to work with SGEi. Since 2010, they have partnered with The Cosmopolitan in the areas of eLearning, content development, service, sales, culture and leadership content development, training and superior facilitation. I can confidently recommend SGEi as a solid and reliable consultant; true masters of their craft.”
Daniel Espino, SVP, PEOPLE, THE COSMOPOLITAN OF LAS VEGAS
“SGEi was masterful at guiding us through what our unique, company-specific customer experience should be. By truly immersing themselves in our company’s culture and values, they were able to design a customer experience that is a natural extension of our corporate culture. I think this is the key to the longevity of their impact.”
Erin Armendinger, VP OF CUSTOMER EXPERIENCE, GGP
TRUSTED BY GLOBAL BRANDS

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