Ken Gross

The Quintessence Corporation

We are Changineers: We help you fix poor business processes and leadership systems that keep great employees from serving loyal customers. Improving Customer Loyalty involves process and people. You can't get where you want to be without improving both of them. If you really want to improve the performance of your business, Customer Loyalty has to be measured and increased. Increasing Customer Loyalty will increase your top and bottom lines. To increase Customer Loyalty, you have to fix your business processes. Human behavior is the #1 cause of poor business processes. People do what they do because of old habits – this impedes change. You will achieve the best results when you improve business processes and your leadership approach at the same time.