Who We Are

We craft compelling customer experiences that work tirelessly for our clients and deliver results.

Our Story

Originally formed in 1999 and 100% referenceable ever since, TCG (The Customer Group) constantly succeeds in addressing the need for specialized expertise in the area of customer experience research, design and build.

We provide knowledge and expert guidance across the areas that ultimately influence a company’s ability to deliver an outstanding customer experience. Our professionals bring experience ranging from market research and setting customer-focused strategy through to operations design, technology design, and delivery and comprehensive measurement tool delivery.

The Customer Group has guided the efforts of more than ninety (90) leading companies across industries to design and improve customer experiences. Our professionals bring extensive knowledge and a passion for our style of work to each client engagement. We have a proven methodology that works. Period. Each client engagement benefits from the body of knowledge we have accumulated over time.

History

We were founded around a central but complex guiding principle: To succeed in a competitive marketplace, you must attain a heightened knowledge of your customer, enable an excellent customer experience, and leverage enabling technology, analytics, and measurement, all while continuously striving for increased efficiency.

The Customer Group set out to be the leading provider of management consulting and advisory services to companies striving for customer focus and the associated business results. We deliver customer-related strategy, operational, technical, and financial expertise through high quality and effective business practices and tools within a culture of trust, innovation and fun: That’s our vision!

And within our mission, we strive to

  • Be thought leaders and trusted advisors delivering sound business advice
  • Solve challenging business problems for leading companies
  • Use proven tools and methodologies
  • Deliver results
  • Continuously grow personally and professionally
  • Have fun

We have become a leading advisor to businesses seeking to enhance the effectiveness of their customer interactions across channels, across the organization, and across the customer lifecycle, delivering measurable results and lasting value.

The Team

We pride ourselves on providing our clients with the best and the brightest individuals for every engagement. Our projects are staffed by highly experienced team members who have “been there” and “done that” both as consultants and/or industry participants.

Chad McClennan
Chad McClennan
President / CEO
Barbara Miller
Barbara Miller
Vice President / CFO
David Piening
Creative Director
Ben Diehl
Ben Diehl
Program Director
Deborah Morden
Deborah Morden
Program Specialist
Diahn Hevel
Diahn Hevel
Program Specialist
Jane Finn
Jane Finn
Program Specialist
sandy-lurins-marketing-business-development
Sandy Lurins
Marketing & Business Development

Alliance Partners

The Customer Group is truly a unique consulting firm. We maintain a completely objective, vendor-neutral position when co-creating solutions with our clients.

While all firms may say their clients’ needs come first, many have vendor quotas to meet and financial incentives to sell their products.  Our approach is to select the best solution possible with absolutely no bias other than the prior experience we may have had with a particular product or partner.

The universe of solutions is vast and dynamic. We maintain a network of alliance relationships to help guide our efforts on our clients’ behalf. Each has expertise in a particular domain such as research, outsourcing or technology. Our relationships keep us current on the features, strengths and limitations of leading and emerging solution providers. We tap into this network for information and partner with their professionals whenever it can add value to a client, dramatically increasing the speed of our service delivery. If the right approach is simply to refer a client opportunity to one of these partners, we do not receive a referral fee and instead request that they pass along those savings directly to our client.

We also take pride in seeing that ideas and solutions are actually implemented. We often oversee implementation efforts to ensure the design requirements ultimately come to life as envisioned and as desired by the end customer. We leverage clients’ internal resources wherever possible and bring in additional expertise or resources when needed.