FACT SHEET
Model, Measure and Manage the Customer Experience.
A Practical Approach to Realizing Your Brand’s Full Potential.
Second To None empowers customer-centric brands to deliver consistent, intentional and
authentic consumer experiences. We adeptly design and manage mystery shopping, compliance, engagement and
voice of customer solutions grounded in strategic relevance, program integrity and actionable insights. Our solutions are developed
on the basis of solid research and statistical science. We achieve success through a relentless focus on quality and innovation,
consultative relationships and a talented team of professional associates.
PRACTICES
Methodology
Holistic Customer Experience Management™ is
the foundation on which all of our solutions are
built. This methodology for modeling, measuring
and managing the customer experience enables
our firm and our clients to develop a highly relevant
means of understanding the customer experience
across channels, or to re-imagine and re-work
underperforming research programs. This integrated
approach to customer experience measurement
engineers strategic relevance into all we do.
Philosophy
Customer experiences are based on three elements:
Brand Promise, Brand Implementation and Brand
Perception. When these work and live in harmony
with one another, through the design of intentional
and consistent customer experiences, you achieve
Brand Authenticity. It is through Brand Authenticity
that you create customer advocacy and drive
shareholder return.
SOLUTIONS
Mystery Shopping
Customer Feedback
Brand Compliance
Uncover and act on the behavioral
drivers of the customer experience
Holistic, customized and practical
by design Multi-channel: Stores,
kiosks, at home, drive-thru, call
center, web, catalog
Listen to and leverage the voice
of your customers to enhance
the brand experience Modular
questionnaires, unlimited
responses and robust analytics
Multi-channel: Online, mobile,
tablet, IVR and intercept surveys
Monitor and improve adherence
to brand standards to preserve and
protect brand equity Assess highly
detailed compliance and regulatory
needs Healthcare, Insurance,
Banking, Retail and Government
program audit solutions
FACT SHEET
FOCUS
We understand customer experience management.
For over two decades we have worked with dozens of highly respected
brands, as well as emerging companies who are destined to be the
leaders of tomorrow. Well-known and iconic brands choose our expertise,
including: Bose, Cartier, FedEx Kinko’s, Converse, Starbucks and Whole
Foods Market. Our work is as varied in scope as the types of clients
we attract, yet grounded in the common desire to design and deliver
intentional and consistent customer experiences.
Our top 5 clients collectively operate:
57,850 locations
Employ over 610,000 individuals
Over $137 billion in annual sales
Industry Experience and Leadership
Second To None is proud of its history.
Global Affiliate Offices
Highlighted achievements:
+ Founded 1989
+ Privately owned – self-funded & debt free; no external stakeholders
+ Founding member, Mystery Shopping Providers Association (MSPA)
+ MSPA Hall of Fame Inductee, 2007
+ Founding member & past president, IMSA
+ Inc. Magazine Fastest Growing Private Company: 2007, 2008, 2009
+ Member: National Retail Federation, CASRO, MRA, MSPA, IMSA
Second To None is a managing
partner of the International Mystery
Shopping Alliance (IMSA), based in
London, UK. The IMSA serves as a
single resource to global brands desiring to measure their performance
wherever they do business around
the world. Our twenty affiliate
offices provide customer experience
research solutions in 75+ countries.
Contact
Jeff Hall
Founder & CEO
734.302.8401
jeff.hall@second-to-none.com
Chad Losey
New Business Development
734.302.8414
chad.losey@second-to-none.com
Second To None
303 Detroit Street, Suite 1
Ann Arbor, Michigan 48104
734.302.8400
www.second-to-none.com