Looking for someone to help your company scale?
Business growth is a wonderful affirmation of hard work and intentionality. However, growth, especially fast or unexpected growth, often comes with challenges related to scalability. Without the proper tools and processes in place it can be hard to maintain the customer experience your customers expect.
Whether your business is already experiencing growing pains or you simply want to optimize your processes to ensure you can maintain customer experience as you continue to grow, we'd love to help!
Our services are specifically designed with the following outcomes in mind:
- Improved, consistent customer experience and ultimately higher customer retention.
- Improved company and team efficiencies, thus reducing operating costs and making it easier to scale and continue growing.
- Higher customer lifetime value, due to more repeat business.
- Improved brand reputation.
Our Consulting Services include:
Analysis of your internal processes and execution, identifying and prioritizing areas of opportunity for improved customer experience and internal efficiencies.
Customized processes and best practices that are standardized, repeatable and measurable without restricting your team's ability to problem solve on the fly. Implementing this type of structure helps ensure consistency and follow through on behalf of your team.
Compensation structure analysis to align employee goals with customer retention & satisfaction (or other internal initiatives).
Team training for your customer-facing employees and their leaders.
One-on-one coaching for leaders and employees.
Recommendations for technological integrations that can run in the background, nurturing leads & customers, without the need for heavy lifting by your team.
Best practices for managing your online brand reputation & reviews.
More information on customer loyalty program development, which is a key element in earning repeat business can be found here.
Why trust Orca Business Consulting with this very important aspect of your business?
With nine years of experience as Chief Customer Officer for one of the country’s fastest growing technology companies, our founder & CEO, Rachel, has extensive first-hand experience helping scale and grow a very fast growing business.
She has been recognized by several organizations over the years for her work in customer service, marketing and leadership. Awards include:
Business Innovation Group’s 2021 Excellence in Customer Service Executive of the Year amongst national nominees
2021 Silver Stevie Award Winner amongst international nominees for Female Executive of the Year, Business Products
2018 Bronze Stevie Award Winner amongst international nominees for Female Executive of the Year, Computer Software
2017 Bronze Stevie Award Winner amongst international nominees for Female Exec of the Year, Business Products
The unique value and perspective Rachel brings is rooted in:
Personal Experience with Fast-paced Growth: Rachel joined Madwire's leadership team when the company had only 50 employees. During her time on the executive team the company reached over 500 employees and 20,000 customers. Madwire earned a spot on Inc. 5000's Fastest Growing Companies list eight years in a row (something accomplished by very, very few companies nationwide). As both a software & services company Rachel grew & managed teams of up to 120 customer service reps. She was heavily involved in team development and structuring, customer retention reporting and analysis, process development and implementation, as well as employee compensation structure development.
B2B Consulting Experience: Rachel has advised hundreds of small and medium businesses from many different industries.
Corporate Experience: Rachel started her career at Hewlett-Packard, where she worked for a Global Business Unit. Working for one of the largest organizations in the world gave Rachel invaluable corporate experience and perspective.
Rachel is brilliant and such a joy to work with! She helped me understand how to optimize my website and further develop my company’s branding. Although she is an expert in the field, she explains it in a way that is easy to understand and implement. She gave me a simple to follow task-list that is helping my business gain visibility and convey the message I want to convey. Rachel is a delight to work with and I would highly recommend her to any business.
- Heather B, CEO & Founder
I had the opportunity to hear Rachel speak at Colorado State University. She spoke about why it’s crucial for businesses to cultivate a customer-centric culture, as well as practical tips on how to activate and measure success. She led with examples throughout her vast experience in this area and thoughtfully answered questions from the audience. I left her speaking engagement inspired to take action within my own life, both professionally and personally. I’m eager to learn more from Rachel and would highly recommend her to help businesses focus on their greatest assets — their customers.
- Courtney M, MBA candidate at CSU
LET US HELP YOU SCALE!
We'd love to provide more info and answer any questions you may have. Fill out this form, and we'll be in touch.