Since 1989, Elliott Brown & Associates has helped a wide variety of organizations measure and improve the satisfaction and loyalty of their customers and employees.

We offer a full range of services, including surveys, consulting, workshops and speaking engagements, to help our clients better understand and respond to their customers and achieve higher productivity and effective performance from their employees. The following are brief summaries of some of the services we offer. Please click here for a more detailed description of these and other services.

ASSESSMENT AND INFORMATION GATHERING

To help our clients get the critical information they need, we offer a variety of customer surveys, employee surveys, multi-rater (360°) performance and leadership evaluations, and the design of customer and employee feedback instruments and programs.

PROCESS IMPROVEMENT

To help improve the performance of internal processes which impact upon customer satisfaction, we offer consultation in the development and implementation of measurement systems, including performance indicators and standards.

LEADERSHIP DEVELOPMENT

We help develop and implement programs designed to strengthen service leadership and improve the service focus of all levels of management. We offer workshops to improve the effectiveness of management teams.

ORGANIZATIONAL IMPROVEMENT

To enhance the working environment within the organization, we help our clients build organizational trust, open up channels of communication, strengthen teamwork and improve the quality of their communication.

BUILDING AND REINFORCING THE SERVICE CULTURE

We can design recognition programs, communication vehicles, promotional programs and events aimed at keeping the customer service focus fresh and alive. We offer speaking engagements and workshops designed to strengthen the commitment of employees to the delivery of high-quality products and services.