our services:

Stance offers a generous range of services, tailored to fit the needs of small-to-medium-sized businesses. We know for a fact that our clients are like thumbprints, and we customize all of our services accordingly. With that in mind, take a peek at our offerings.

CORE SERVICES

We DEFINE your brand promise and customer sparkpoints through…
: Customer experience mapping, a graphical representation of the service journey of a customer. It helps to create a predetermined set of standards from which to measure all customer moments of truth and sparkpoints in order to
1. Improve operational performance to maximize the customer experience, sales and profitability
2. Correlate sales results to specific measurements of the customer experience
3. Identify areas where new procedures and/or training can improve the bottom line
4. Reinforce desired behaviors by rewarding team members who deliver an outstanding customer experience

We IDENTIFY the customers most likely to buy, and pinpoint current attitudes toward your business through…
: Actively “listening” to social media outlets and online communities
: Surveying current clients through online campaigns, exit surveys, and focus groups

We DESIGN the optimal customer experience through…
: Mystery shops in which an unidentified shopper observes your company’s customers, staff, and overall systems. Our programs evaluate your operational performance against your internally defined standards. We anonymously visit your locations/competitor’s locations and deliver a comprehensive, unbiased view of operations. From branding and operational compliance to customer service, appearance and wait time, we give you objective insight into your customer experience so you can optimize operations, improve customer satisfaction and maximize sales.
: Competitive shops in which a mystery shopper observes and evaluates your competition
: Comprehensive evaluation and improvement of customer interactions

We COMMUNICATE & MEASURE your customers’ expectations, your brand promise, the desired experience, and its ultimate delivery through…
: Internal branding and brand training which allows an entire organization to present the optimal customer experience – employees will generate stronger relationships, better customer retention; higher sales close rates and increased profitability
: Performance measurement and reward/recognition programs

SOCIAL MEDIA SERVICES

The mammoth task of keeping up with social media can make the brightest social butterfly crawl back into a cocoon. Which tools are worth your time, which ones are a waste of energy, and how can you juggle them all at once? Stance specializes in answering these questions. Social media helps to understand the root cause of customer sentiment and behavior in order to prioritize improvements that enhance each customer’s experience.
: Listen and engage
: Know your customers
: Care about your customers
: Evolve with your customers

Social Media Monitoring

Listening is everything! Stance will carefully track and respond to Google Alerts, Twitter conversations, and public review sites in order to extract specific information and improve policies related to your company, target audience, and competitors.

Social Media Engagement

Reaching out is essential! Stance will engage your followers and fans with the sole purpose of building ongoing relationships that boost your business profile in a positive way. We will also incorporate your current vendors and partners within your social media strategy and clearly feature their benefit to your customers.

Social Media Management

One too many things on your plate? Stance will create, customize and actively maintain the following social media tools and applications in order to promote a consistent, powerful online presence for your company.
: Interactive Facebook page
: Twitter account
: Blogs and website polls
: YouTube, flickr, digg, delicious, etc.
: Interactive media (short demonstration films, etc.) for your website, blog, or Facebook page

Social Media Measurement

Unsure whether you’re getting results? Stance will create an evaluation strategy to ensure your company takes advantage of the right social media tools. Consistently tracking your company’s performance enables you to keep pace with your customers while evolving to better meet their needs.