More often than not, the change we inform has to do with the quiet and often unnoticed movement of customers as they become more distant from the companies who serve them. 

We are content matter experts in teasing apart the nuances of sales processes, of understanding how to delight customers and grow relationships, of securing the continuation of accounts long before they come up for renewal, of intervening the stem the loss of customers who are drifting away or becoming disenchanted with your company, and of winning back customers who have actually left. 

 

Formally schooled in the behavioral sciences, we are strong advocates of the concept of active listening, of saying little and listening much.  Our clients refer to our work as “high impact research” because it fundamentally changes the way they do business.  But we don’t just listen…we listen with purpose.  

We help companies deal with the day-to-day realities of survival…of winning new customers and keeping the customers they already have.  

Client Testimonials...

Telecommunications Company— Epley is "very good at providing insights into issues that are questionable or not understood fully." What sets them apart is "the depth of their interviewing and their ability to address the issues and stay focused. They can get at the issue without having to have the structuring go, 'Okay, next question.' It's much more conversational and easier to elicit the kinds of responses we need." …

Financial Services Company— One of Epley's strengths is "putting structure around the process of contacting lost customers. Epley was able to provide great detail on what's behind the process of leaving or ending a relationship. All that front-end development was impressive; their lost customer work is really one of the firm's fortes." …