 |
|
        |
  Inchcape Clear Channel Entertainment Rio Tinto Diamonds Ticketmaster British Waterways Patientline QVC Inchcape “CGA understood what we wanted to achieve and brought extensive knowledge and retail experience. The retail pedigree of the CGA team is outstanding and has contributed to our operational excellence in many ways. In particular, I’ve been very impressed by customer experience models CGA used to help shape our culture change and drive customer engagement.” “The impact has been great and CGA’s work has become installed in our vocabulary. The work has made a valuable contribution to the business and surpassed our expectations. Following the change in strategy, CGA identified a disconnect amongst our customers. We were viewed as being independent and sales-oriented. We have now tied the aspects of buying and running a car together and associated it with our wide-ranging services which are now customer-oriented.” Ken Lee, Group Marketing Director - Inchcape Clear Channel Entertainment “CGA’s specialist understanding of the customer journey was attractive to CCE. It was reassuring to have marketing and retail experience specialists work with our organisation to understand, learn and better develop our patrons’ experience of our theatres.” “CGA’s model and approaches were insightful and valuable to our success and growth. Each project they conducted has shown continued understanding of our business and theatre culture. As retail specialists they have understood the challenges facing us and have used fresh thinking and intelligence to encourage a strategic business approach. They have also transferred their learning to our teams on the ground which is invaluable. It allows us to roll out the changes required and has left us a stronger organisation.” Catie Callender, Managing Director – Clear Channel Entertainment UK Rio Tinto Diamonds “CGA’s expertise covers 2 areas – it is strategic with good insight into retail and good marketing knowledge plus they have a creative ability to interpret what has been said. I’m sure there are others (who do the same work) but CGA are quite specific in terms of the retail element - their insights into the retail trade was the real pull. Full-service agencies can put ideas down but we wanted specific expertise in the retail area” Christian Hanssen, Marketing Manager – Rio Tinto Diamonds Ticketmaster “[CGA.]….. gave us a greater understanding of our company goals – as a result, we defined clearly our strategic position, a structure and commitment to look forward and a number of excellent opportunities – great work !” Dominic Hazlehurst, Marketing Director – Ticketmaster UK British Waterways “CGA achieve great impact – excellent personal contact with the key players, and in resolving the issues. Their methods consistently made best use of people and resources." “Outstanding quality of facilitation - it felt about right in terms of balance with us controlling but the consultants adding extra value. The engagement not only reduced a problem, but helped us deliver an appropriate solution that capitalised upon some clear opportunities.” “They (CGA) are good at listening to what we are trying to do and helping to put that across to the business, articulating the future vision. They understand how difficult it is to communicate that and embed it. If you want to get a message into the business, CGA understand how to do it” “Down-to-earth, practical, not arrogant, not big, fit in well, prepared to get their hands dirty, not precious” Robin Evans, CEO – British Waterways Patientline “The significant contribution that CGA made was to develop the team’s thinking of how to identify and quantify customer groups in terms of current and future value to the business.” “The provision of an easy-to-understand language (Strategic Roadmapping™) was critical to a successful outcome. Measurement was clear and, equally important, the various responsibilities and accountabilities agreed. Their methods were both appropriate and are standing the test of time. An excellent additional benefit of their work has been their impact upon team work and team ownership.” “Empathy, sensitivity, accountability and delivery – all words used by Patientline’s team members about CGA’s style. Their involvement goes well beyond the call of duty !” Jim Glover, CEO – Patientline QVC “It really provided clarity about where we saw the company in the future – CGA were excellent.” “CGA really did add value and a fresh perspective. They did not pull any punches – they told us what they saw in us, which was refreshing.” “The benefits of having industry-aware external facilitators are huge – we should continue to work with these guys.” “CGA were impressive in how they were able to pull together our issues to give a realistic and strategic view of our business – great learning.” Brian Farrelly, Director of Broadcasting - QVC |
||
 |