Leading Spirits Organization taps Taylor Reach Group to Design DTC Vision for Customer Experience
One of the world’s largest and fastest-growing premium spirits companies has enlisted the aid of The Taylor Reach Group, Inc. (TRG) to assess their current capabilities and support the design of a new Direct to Consumer (DTC) organizational vision.
The DTC channel will support consumers across the globe. Consumer support and experience will be delivered across multiple channels and across dozens of popular and premium liquor brands. The full roll out of this process is expected to take three years,
The Taylor Reach Group, Inc., is a globally-recognized contact center, customer experience consulting and managed services firm focused on optimizing consumer engagement. The firm’s role in this massive undertaking is to perform a sweeping audit of the client’s current consumer service channels, determine how those channels compare against industry best practices, and make recommendations on improvements to support the DTC strategy.
Taylor Reach uses a holistic strategy built on four pillars of people, processes, technology, and methodology to design and customize its strategic approach, says Colin Taylor, CEO and Chief Chaos Officer at TRG, “we conducted stakeholder interviews across multiple brands to determine what is and isn’t working, we see what is working and what is not. Armed with this knowledge, we’re able to define a comprehensive strategy to bring the entire consumer response program in line with the best global practices.”
“It’s our mission to use our knowledge and experience to deliver the best customer experience program possible,” Taylor says. With all of the different brands involved in this project, along with a diverse international clientele, that experience is what will drive the strategic plan forward.
Taylor Reach has helped major retail, publishing, education, and financial brands, as well as government agencies at all levels, provide world-class consumer support and customer experience.
About The Taylor Reach Group, Inc.
A global Contact Center, Call Center, and Customer Experience consulting firm. Established in 2003, Taylor Reach is dedicated to assisting clients to solve customer experience, contact center, and customer service challenges. Service include Strategic Assessments, Training Development, Revenue Generation and anything related to optimizing the Contact Center. Taylor Reach serves client organizations across all verticals with anywhere from 5 to 10,000+ agents: SMB’s, Fortune 500 and Global 1000 firms.