Tarp :: Release the Profit of Interaction

TARP Buzz
Don't Take Our Word For It. Here's What Industry Leaders Have to Say About TARP…

“TARP provided Southern California Edison with tools that allowed us to create an exceptional customer experience online. SCE's relationship with our customers is our number one priority, and now we can continue to provide the highest quality service.” Felipe Zaragoza Internet Development Southern California Edison		“Our work with TARP on Consumer Satisfaction Tracking has given our project credibility and given me confidence that we have an effective way of measuring our service to consumers and a clear path to continuous improvement.” Carla Dundes Consumer Affairs Del Monte Foods
“TARP has helped us quickly focus on key customer service issues and gain internal support to make quantifiable improvements.” Doug Shipp Senior Vice President, Director of Customer Management Compass Bank		“Millions of customers rely on Atmos Energy Corporation for their energy needs. Atmos Energy relies on TARP to help direct our energies on what is most important to our customers” David Floden Call Center Manager Atmos Energy Corporation
“TARP’s research has given us an end-to-end view of the customer experience along with a practical roadmap of how to achieve measurable improvement. Also, the internal service improvement effort has convinced employees that we are serious about improving service both internally and externally.” Cathy Stitzer Customer Service Director Blue Cross Blue Shield, NEPA		“TARP’s customer research has provided CTFS with a prioritized list of customers’ points of pain, along with the economic imperative to rapidly fix them. Likewise the Voice of the Customer assessment will allow us to move customer feedback to a world-class level.” Mary Turner Vice President, Customer Experience Canadian Tire Financial Services
“They are one of the most productive, motivated and skilled groups I have ever worked with. They are very smart, phenomenally responsive to the needs of the business, and can get it done.” Bob Goodwin Sr. Manager and Project Lead AOL Collections, Member Services		“Our impact at AOL was a direct result of the AOL leadership of the team led by Gonier and Collier. Without them, we could have accomplished very little in the re-engineering and turnaround of AOL.” Michael St. Lawrence President and Founder Outsell Consulting, Inc.
“They understand this business, and know how to apply their expertise across the entire customer experience. And because of that, they have made and will continue to make a difference to the bottom line of all their clients.” Ken Nemcovich Senior Partner The Meridian Consulting Group		"TARP provided Southern California Edison with tools that allowed us to create an exceptional customer experience online. SCE's relationship with our customers is our number one priority, and now we can continue to provide the highest quality service." Anthony Yeo Manager, Corporate Communications Southern California Edison
“The team that is now at TARP played a vital role in turning around a massive operation that had major opportunities for improvement. Training, communications, tools and ideas all helped place the Member First, become the Member’s Advocate and win the most challenging circumstances any company could ever face.” Joe Redling Chief Marketing Officer, America Online Inc. President, AOL Access Business		“This team helped us launch our St. Lucia call center, and what a launch it was! The level of support I received made the experience very memorable - their dedication, marketing expertise and ability to deliver were stellar. I was truly delighted with the partnership and excited by the results. Thank you!” David Kreiss President and CEO KM2 Solutions, LLC
“In 2003, TARP conducted a research study designed to benchmark American Express Financial Advisor satisfaction with the service they receive from the American Express Client Services Organization. Insights obtained on the reasons for dissatisfaction were perceived by management as providing specific, timely and actionable direction for service improvement. In fact, I would characterize overall results as among the most actionable we have experienced. As a result, the initiatives already put into place are expected to start the Financial Advisor satisfaction and loyalty "train" moving in a much more positive direction, a change which we hope to measure in the next wave of interviews..” Lee F. Connerton Director, Customer Service American Express Financial Advisors		"Without the contact center expertise this team had, we would not have been able to deliver the high caliber products we did. They understand the business holistically and were able to provide the right direction for our projects. They were well ahead of the industry in terms of integrating effective sales training with technology systems with products and offers - a very rare combination, even in the most advanced contact center organizations. On top of that, their work ethic was second to none. One of the best, most innovative and impactful teams I've ever worked with!" Chuck Stolfa Former VPAD and Project Lead Digitas