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Haley Consulting Group LLC
Haley Consulting Group LLC                                                                     Operationalizing the Customer Strategy: Issues
                                                                                               HCG helps clients operationalize their Customer Strategy by identifying and resolving key issues limiting
Haley Consulting Group LLC is a boutique management consultancy that applies deep
                                                                                               efficiency and effectiveness of customer interactions …..
expertise in Integrated Customer Experience and Integrated Customer Engagement
to help companies develop and execute world-class customer strategies that improve their
customer interactions for material financial improvement and customer loyalty. With        •       Inabi lity to cross-sell / up-sell
particular expertise in Financial Services and Healthcare among other industries, HCG              effectively across the enterprise
holistically approaches the customer relationship and associated interactions across the   •       Marketplace gaps (geography,                                          •   Poor / fragmented customer knowledge
breadth of...                                                                                      product, segments, etc)                                               •   Customer experience i s spotty and not
                                                                                           •       Customer profitability not managed                                        integrated across channels
 … the Customer Lifecycle:     …Channels & Touchpoints:       …the Core Value Levers:              actively and/or holistically                                          •   Difficulty of managing relationships via
    • Attract                    • Web (1.0, 2.0, 3.0)          • Strategy & Insights      •       Lack of innovative and differentiated                                     intermediaries
    • Convert                    • Salesforce                   • Process                          value propositions
                                                                                           •       Products fail to meet custome r
    • Service                    • Call Center                  • People                           needs and wants
    • Extend                     • Kiosk                        • Data & Technology
                                 • SMS/Text
                                 • Branch
                                 • Advisers/Coaches
                                                                                                                                                                  •   Functional silos within the organization with
                                                                                               •    Inability to compile a single view of the                         redundant and/or unintegrated systems
                                                                                                    customer (aggregate accounts, etc)                            •   Legacy technology / poor technology
                                                                                               •    Inaccurate and fragmented d ata                                   enablement
 Integrated Customer Management                                                                •    Lack of coordination/point of control                         •   Cultural impediments to data sharing
                                                                                                    regardi ng customer decisions                                 •   Sub-optimal distributio n network
                                                                                               •    Misali gned metrics                                           •   Unintegrated or undifferentiate d client
                                                                                               •    Gaps in understa nding of risk                                    servici ng
                          “The orientation of a company
                to the needs and behaviors of its customers,
       and the ability to quickly align the company when those change”
                                                                                               Operationalizing the Customer Strategy: Analysis Framework
                                                                                               …through a Customer Lifecycle framework that addresses Strategy & Insights, Process, People, and Data &
                                                                                               Technology considerations holistically.




 Centricity                       Synchronicity                  Dexterity
 Orienting the company to         Coordinating people,           Quickly and efficiently
 the needs and behaviors          processes, and systems         reacting to changing
 of its customers, rather         to meet both business          market conditions and
 than internal drivers            goals and customer             customer demands
                                  needs


                                                   The Haley Consulting Group LLC, (312) 772 3456, 5532 N Lowell Ave, Chicago, IL, 60630
Haley Consulting Group LLC
Operationalizing the Customer Strategy:                                                                      Practice Lead
Illustrative Projects
HCG impacts the breadth of the Customer Lifecycle through discrete projects that build the                         John E Haley, Managing Principal
“mosaic” of the Customer Strategy capability, while individually yielding incremental and                          office: (312) 772-3456
defined benefits as well.
                                                                                                                   email: john.haley@haleycg.com
                                                                                                                   website: www.haleyconsultinggroup.com


                                                                                                             Client Testimonials
                                                                                                             “I worked with John for five years while he was … leader of our agency of record for online marketing and
                                                                                                             development. John was a trusted and valuable partner. His focus on providing business value to Discover
                                                                                                             Financial Services was evident in all aspects of the deliverables. As a team we were able to grow the web site
                                                                                                             and prove it's business contribution to the firm as an effective service, branding and marketing channel. John
                                                                                                             was always available to me as well as any team member, and ran an extremely efficient practice.”
                                                                                                                                           Steve A. Furman, Marketing Director - E-Business at Discover Financial Services

                                                                                                             “While at JPMorgan Chase, I had the pleasure of being John’s client for a multi-phase business strategy
                                                                                                             consulting project. During the course of our 18-month collaboration, John demonstrated very strong
                                                                                                             leadership, project management, strategic analysis, e-Business and implementation skills that contributed
                                                                                                             materially to securing executive management approval for what became a highly successful new business
                                                                                                             venture. John is a consummate business professional who consistently delivers positive results,”
                                                                                                                             Quentin Telep, Senior Vice President, Strategic Development & eBusiness at JPMorgan Chase

Client Experience                                                                                            John Haley is one of the most agile strategy thinkers I’ve ever worked with. His background in financial
                                                                                                             services, healthcare, and technology strategy has given him a 360 degree view of customer engagement.
HCG has developed specific industry expertise in financial services and healthcare, but has                  John uses his skills to understand a problem in multiple dimensions and then boil it down to recommend the
also applied, and continually refined, its customer management methodologies across a                        most practical solution. As CEO of a technology start-up, John’s counsel to me was invaluable, trustworthy
breadth of industries and sectors ensuring identification of best practices and the ability to               and his instincts were always dead-on. His advice was worth every penny!
drive cross pollination of those practices.                                                                                                                           Jason Saul, Chief Executive Officer at B2P Commerce
    Client Type                                            Project
                                                                                                             “I had the pleasure of working with John as a client for a large scale business transformation project. John's
Top 3 US Financial    Developed the customer experience management strategy and roadmap to conduct           insights and deep knowledge of the customer experience and engagement space were invaluable. John is
Exchange              enterprise-wide change across organizational, process, and technology areas to         action orientated and results driven. He has strong expertise, works collaboratively within organizational
                      improve customer interactions as measured by efficiency, efficacy, and customer        structures, and is an individual of great integrity.”
                      experience
                                                                                                                                                          Jill Syracuse, Senior Vice President Servicing at Independent Health
Diversified           Over 5 years lead the team conducting online customer experience management
Financial Services    across consumer lending products (credit card, personal loans, home equity, etc)       John is creative, insightful, and has an exceptional ability to get things done. This combination allows him to
Company               including strategy, process definition, and technology development. Recognized by
                                                                                                             construct and implement alternative solutions in a dynamic work environment that is charged with high
                      third parties as “best practice” and “best of breed”.
                                                                                                             pressure and with extremely demanding customers. John’s ability to rapidly assimilate relevant issues and
Large Regional        Developed the customer engagement strategy and roadmap and co-led                      think creatively about potential ways around them is an asset that I value highly, and consistently seek out.“
Health Plan           implementation. Led/facilitated development of foundational elements of the                                                       Sam Yoo, First Vice President - KYC/AML Operations at ABN AMRO
                      customer engagement capability to include servicing organization design, integration
                      across sales, servicing, and medical management, Web strategy and channel
                      development, member engagement attitudinal segmentation, single view of the            “John brought a very unique perspective…through his experience and knowledge of building integrated
                      customer, e-mail channel development, and voice of the customer program.               consumer experience from other industries. He was able to take our goal of building an integrated customer
                                                                                                             experience across multiple channels and build a well thought out strategy that established specific
Top 3 US National     For a nationally recognized brand, developed the brand strategy for the main
                      revenue generating product line targeting the organization’s business customers.       measurable goals and a plan to achieve them. He was very collaborative, brought a different and valuable
Trade Organization
                      Coordinated the brand strategy with the product development and communication          perspective, and educated us along the way...I strongly recommend John Haley as someone who can help
                      functions.                                                                             achieve improvements in (customer) engagement which will lead to improved service and financial results."
                                                                                                                                                                                   Bob Hoover, CIO at Independent Health


                                                          The Haley Consulting Group LLC, (312) 772 3456, 5532 N Lowell Ave, Chicago, IL, 60630

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HCG Information Placemat

  • 1. Haley Consulting Group LLC Haley Consulting Group LLC Operationalizing the Customer Strategy: Issues HCG helps clients operationalize their Customer Strategy by identifying and resolving key issues limiting Haley Consulting Group LLC is a boutique management consultancy that applies deep efficiency and effectiveness of customer interactions ….. expertise in Integrated Customer Experience and Integrated Customer Engagement to help companies develop and execute world-class customer strategies that improve their customer interactions for material financial improvement and customer loyalty. With • Inabi lity to cross-sell / up-sell particular expertise in Financial Services and Healthcare among other industries, HCG effectively across the enterprise holistically approaches the customer relationship and associated interactions across the • Marketplace gaps (geography, • Poor / fragmented customer knowledge breadth of... product, segments, etc) • Customer experience i s spotty and not • Customer profitability not managed integrated across channels … the Customer Lifecycle: …Channels & Touchpoints: …the Core Value Levers: actively and/or holistically • Difficulty of managing relationships via • Attract • Web (1.0, 2.0, 3.0) • Strategy & Insights • Lack of innovative and differentiated intermediaries • Convert • Salesforce • Process value propositions • Products fail to meet custome r • Service • Call Center • People needs and wants • Extend • Kiosk • Data & Technology • SMS/Text • Branch • Advisers/Coaches • Functional silos within the organization with • Inability to compile a single view of the redundant and/or unintegrated systems customer (aggregate accounts, etc) • Legacy technology / poor technology • Inaccurate and fragmented d ata enablement Integrated Customer Management • Lack of coordination/point of control • Cultural impediments to data sharing regardi ng customer decisions • Sub-optimal distributio n network • Misali gned metrics • Unintegrated or undifferentiate d client • Gaps in understa nding of risk servici ng “The orientation of a company to the needs and behaviors of its customers, and the ability to quickly align the company when those change” Operationalizing the Customer Strategy: Analysis Framework …through a Customer Lifecycle framework that addresses Strategy & Insights, Process, People, and Data & Technology considerations holistically. Centricity Synchronicity Dexterity Orienting the company to Coordinating people, Quickly and efficiently the needs and behaviors processes, and systems reacting to changing of its customers, rather to meet both business market conditions and than internal drivers goals and customer customer demands needs The Haley Consulting Group LLC, (312) 772 3456, 5532 N Lowell Ave, Chicago, IL, 60630
  • 2. Haley Consulting Group LLC Operationalizing the Customer Strategy: Practice Lead Illustrative Projects HCG impacts the breadth of the Customer Lifecycle through discrete projects that build the John E Haley, Managing Principal “mosaic” of the Customer Strategy capability, while individually yielding incremental and office: (312) 772-3456 defined benefits as well. email: john.haley@haleycg.com website: www.haleyconsultinggroup.com Client Testimonials “I worked with John for five years while he was … leader of our agency of record for online marketing and development. John was a trusted and valuable partner. His focus on providing business value to Discover Financial Services was evident in all aspects of the deliverables. As a team we were able to grow the web site and prove it's business contribution to the firm as an effective service, branding and marketing channel. John was always available to me as well as any team member, and ran an extremely efficient practice.” Steve A. Furman, Marketing Director - E-Business at Discover Financial Services “While at JPMorgan Chase, I had the pleasure of being John’s client for a multi-phase business strategy consulting project. During the course of our 18-month collaboration, John demonstrated very strong leadership, project management, strategic analysis, e-Business and implementation skills that contributed materially to securing executive management approval for what became a highly successful new business venture. John is a consummate business professional who consistently delivers positive results,” Quentin Telep, Senior Vice President, Strategic Development & eBusiness at JPMorgan Chase Client Experience John Haley is one of the most agile strategy thinkers I’ve ever worked with. His background in financial services, healthcare, and technology strategy has given him a 360 degree view of customer engagement. HCG has developed specific industry expertise in financial services and healthcare, but has John uses his skills to understand a problem in multiple dimensions and then boil it down to recommend the also applied, and continually refined, its customer management methodologies across a most practical solution. As CEO of a technology start-up, John’s counsel to me was invaluable, trustworthy breadth of industries and sectors ensuring identification of best practices and the ability to and his instincts were always dead-on. His advice was worth every penny! drive cross pollination of those practices. Jason Saul, Chief Executive Officer at B2P Commerce Client Type Project “I had the pleasure of working with John as a client for a large scale business transformation project. John's Top 3 US Financial Developed the customer experience management strategy and roadmap to conduct insights and deep knowledge of the customer experience and engagement space were invaluable. John is Exchange enterprise-wide change across organizational, process, and technology areas to action orientated and results driven. He has strong expertise, works collaboratively within organizational improve customer interactions as measured by efficiency, efficacy, and customer structures, and is an individual of great integrity.” experience Jill Syracuse, Senior Vice President Servicing at Independent Health Diversified Over 5 years lead the team conducting online customer experience management Financial Services across consumer lending products (credit card, personal loans, home equity, etc) John is creative, insightful, and has an exceptional ability to get things done. This combination allows him to Company including strategy, process definition, and technology development. Recognized by construct and implement alternative solutions in a dynamic work environment that is charged with high third parties as “best practice” and “best of breed”. pressure and with extremely demanding customers. John’s ability to rapidly assimilate relevant issues and Large Regional Developed the customer engagement strategy and roadmap and co-led think creatively about potential ways around them is an asset that I value highly, and consistently seek out.“ Health Plan implementation. Led/facilitated development of foundational elements of the Sam Yoo, First Vice President - KYC/AML Operations at ABN AMRO customer engagement capability to include servicing organization design, integration across sales, servicing, and medical management, Web strategy and channel development, member engagement attitudinal segmentation, single view of the “John brought a very unique perspective…through his experience and knowledge of building integrated customer, e-mail channel development, and voice of the customer program. consumer experience from other industries. He was able to take our goal of building an integrated customer experience across multiple channels and build a well thought out strategy that established specific Top 3 US National For a nationally recognized brand, developed the brand strategy for the main revenue generating product line targeting the organization’s business customers. measurable goals and a plan to achieve them. He was very collaborative, brought a different and valuable Trade Organization Coordinated the brand strategy with the product development and communication perspective, and educated us along the way...I strongly recommend John Haley as someone who can help functions. achieve improvements in (customer) engagement which will lead to improved service and financial results." Bob Hoover, CIO at Independent Health The Haley Consulting Group LLC, (312) 772 3456, 5532 N Lowell Ave, Chicago, IL, 60630