Optimizing your Customer and Employee Experience
CopperBeech Associates specializes in the transformation of people intensive businesses, customer service functions, and operations teams with a strong focus on processes, systems, and culture. As a Practice Group we are focused on optimizing your customer and employee experience, both of which are inextricably linked to your organization's success. CopperBeech Associates' Practice Group brings a depth of experience to your team, across multiple disciplines, helping elevate your team to the next level of success!
It all starts with a conversation - we can help, contact us today!
Hear what some of our clients have to say, below....
“Jon, and his firm CopperBeech Associates, did several excellent workshops with our staff and management on improving our self-awareness and communication skills when dealing with the myriad of constituents involved in our projects: clients, contractors, vendors, etc. Those workshops were fun, inspiring and thought-provoking to everyone on our team and extremely well received. This work led to a deep and critical self-assessment of LDa as an organization, identifying ways for us to work on strengthening our growing organization for the benefit of our clients, employees, and the LDa organization as a whole. Our organizational development work is ongoing, but Jon’s experienced and passionate guidance was essential in getting us on the right path to ensure our future success.”
Treff LaFleche, AIA, LEED AP
Principal
LDa Architecture & Interiors, LLP
“Jon and his firm CopperBeech Associates has been a great fit for us. They have helped with everything from high level customer experience strategy development, to technology recommendations and the project management of their implementations, along with the more mundane, but important, creation of job descriptions. CopperBeech Associates has been instrumental in moving our customer experience strategy forward quickly and in working collaboratively within the GateHouse Media organization. We are a lean organization that is moving fast and it has been great having Jon and CopperBeech Associates as a member of the GateHouse Media team and I look forward to working with him going forward.”
Robert Saurer
VP Consumer Marketing
GateHouse Media
“CopperBeech Associates helped me focus on the areas of training and development our design staff needed to be most effective in managing complex projects, on budget and on time, while keeping our clients informed and satisfied. The “Work Group Effectiveness” workshops not only helped the team understand how to work more effectively together, but also gave each team member insight as to areas where further skill development might be key to their success…and gave them additional perspective and skills to apply in managing client satisfaction.”
Jason Harris, Vice President
Gregory Lombardi Design Incorporated
Cambridge, MA
"We were fortunate to get referred to Jon who helped us set up a third party call center relationship as part of our overall strategy for supporting our NBC viewers {in the Boston DMA}, as we transitioned to the new NBC Boston. Jon understood our needs and reflected those back in his proposal, gave us additional insights on consumer behavior that helped guide our marketing and customer contact strategies, and presented his recommendation in a clear and concise way that enabled us to feel confident in adopting Jon’s recommendation. The final “hand-off” meeting with the New England based, third party contact center went extremely well and they did a great job for us, given our transition to NBC Boston took place on a very busy viewing day – New Year’s Day!”
Brian Hocker
VP – Programming, Research, and Digital Media
NBC 5 / KXAS-TV
Fort Worth, TX
“Jon and one of his associates helped us with a review of our reporting functions, with an eye toward standardizing and streamlining our client reporting. Their written observations/recommendations from their onsite visits were on point and gave us actionable steps to improve our reporting. They were also able to identify some very cost effective call volume forecasting and staffing software options that we plan to use to bring more consistency to our workforce management functions.”
Mike Moody
COO
OnBrand 24
Beverly, MA
Treff LaFleche, AIA, LEED AP
Principal
LDa Architecture & Interiors, LLP
“Jon and his firm CopperBeech Associates has been a great fit for us. They have helped with everything from high level customer experience strategy development, to technology recommendations and the project management of their implementations, along with the more mundane, but important, creation of job descriptions. CopperBeech Associates has been instrumental in moving our customer experience strategy forward quickly and in working collaboratively within the GateHouse Media organization. We are a lean organization that is moving fast and it has been great having Jon and CopperBeech Associates as a member of the GateHouse Media team and I look forward to working with him going forward.”
Robert Saurer
VP Consumer Marketing
GateHouse Media
“CopperBeech Associates helped me focus on the areas of training and development our design staff needed to be most effective in managing complex projects, on budget and on time, while keeping our clients informed and satisfied. The “Work Group Effectiveness” workshops not only helped the team understand how to work more effectively together, but also gave each team member insight as to areas where further skill development might be key to their success…and gave them additional perspective and skills to apply in managing client satisfaction.”
Jason Harris, Vice President
Gregory Lombardi Design Incorporated
Cambridge, MA
"We were fortunate to get referred to Jon who helped us set up a third party call center relationship as part of our overall strategy for supporting our NBC viewers {in the Boston DMA}, as we transitioned to the new NBC Boston. Jon understood our needs and reflected those back in his proposal, gave us additional insights on consumer behavior that helped guide our marketing and customer contact strategies, and presented his recommendation in a clear and concise way that enabled us to feel confident in adopting Jon’s recommendation. The final “hand-off” meeting with the New England based, third party contact center went extremely well and they did a great job for us, given our transition to NBC Boston took place on a very busy viewing day – New Year’s Day!”
Brian Hocker
VP – Programming, Research, and Digital Media
NBC 5 / KXAS-TV
Fort Worth, TX
“Jon and one of his associates helped us with a review of our reporting functions, with an eye toward standardizing and streamlining our client reporting. Their written observations/recommendations from their onsite visits were on point and gave us actionable steps to improve our reporting. They were also able to identify some very cost effective call volume forecasting and staffing software options that we plan to use to bring more consistency to our workforce management functions.”
Mike Moody
COO
OnBrand 24
Beverly, MA