The Brookeside Group has traveled the world helping B2B clients improve their processes, increase their sales, and strengthen 1:1 client relationships.
Brookeside emerged out of research on customer experience. After a decade conducting qualitative and quantitative customer research for clients, it became clear to us that customer satisfaction and Net Promoter scores do a poor job of assessing relationships between companies and their customers.
Working with Robert Stringer of Harvard Business School and building on work done by Stringer and George Litwin, Brookeside Founder and President Tom Cates discovered a much more effective way to measure the strength of each customer relationship. This approach eventually evolved into the Encompass-CX software platform, which delivers a “deep dive” analysis of customer relationships and provides actionable advice for improving each one.
BROOKESIDE CONSULTING AND TRAINING SERVICES
Brookeside offers consulting services to help companies strengthen customer relationships, improve business processes, hone leadership and increase sales. We also offer award-winning training workshops to help companies improve efficiency and performance. All these service elements work together to deliver a comprehensive, data-driven approach unmatched in our field. In addition, we do more than recommend a course of action – we can make it happen.
Brookeside now serves clients around the globe. As we’ve grown, we’ve learned how to adapt our approach for different countries and languages and customize workshops for local company cultures. We create synergies across company cultural lines, leveraging best practices from other divisions to boost efficiency and revenue. We do the same for companies with regional offices or different business lines, working with groups in a step-by-step fashion to spread improvements throughout the organization.
Camille graduated from Hamilton College with a major in Economics and a minor in Communications. She is responsible for a variety of projects across Brookeside's offerings. She was a member of the Women's Varsity Basketball Team and volunteered as a tutor for both elementary school students and Syrian Refugees from the Utica area. She is passionate about experiencing various cultures, having been to South Africa, Rwanda, Qatar, and Japan so far, and hopes to continue to travel the world.
Stephanie is responsible for supporting the development and implementation of The Brookeside Group's workshop offerings. She draws on her background in customer success and conflict resolution to provide a seamless end-to-end workshop experience and to enhance participant development through tailored insight and facilitation.
Prior to joining The Brookeside Group, Stephanie worked in a variety of roles within the international education industry, where she gained specific experience in customer success, recruiting, and crisis management. Stephanie holds a Bachelor of Arts in Organizational Communication with a concentration in Training and Development from Northeastern University.
Isabel graduated from Bucknell University where she studied Political Science and Economics. She has experience in Digital Media, News Writing, and Editing. She utilizes her writing and communication skills to support The Brookeside Group's workshop offerings.
Jillian graduated from Lafayette College where she studied Mathematics and Economics. She is responsible for Brookeside's Marketing and Sales Development efforts, promoting thought leadership & Brookeside's offerings. She also brings her analytical background to Client Relationship and Market Research data-driven projects.
Megan DeGuglielmo is the former Strategy & Client Service Manager of The Brookeside Group, where she served as the head project manager for all training and consulting initiatives. She is an expert at strategy and facilitated group sessions, bringing a strong background in process re-design, and building organizational capacity. Her top-notch instructional design skills ensure any training development project she’s leading will be successful in both content and aesthetic.
As President of Brookeside, Tom Cates has established a research-based approach to uncovering the true value of a client relationship. As counsel to a wide array of industries and organizations, he helps companies tackle real issues like market research, customer satisfaction, retention and loyalty, process improvement and change management. Tom is the author of three books and a recognized speaker at many events each year, known for his natural storytelling that also inspires audiences to achieve better client relationships.
Tom will tell you that by leading Brookeside and helping our clients achieve their relationship goals, he is “living the dream.”
Rick Bierwagen leads training and consulting initiatives in areas such as business development, client service process, field engineering, management development, and efficiency.
Aside from his extensive experience in sales, marketing and business development, Rick is a recognized speaker at several industry events and also guest lectures at MIT’s Sloan School of Executive Education.
Jeff brings his extensive experience in sales and sales management to The Brookeside Group. Jeff specializes in delivering tailored training programs that engage sales organizations to improve their client relationships.
Our resident leisure expert, you can always rely on Jeff for a restaurant recommendation for your next travel destination. He keeps the team and our clients laughing with his clever jokes and sarcastic quips.
Carolyn, Talent Development Manager at Ascend Learning, designs and delivers best-in-class learning and development programs. Trained as an Organizational Psychologist, Carolyn provides insight, expertise, and solutions that drive performance, enhance professional development and build organizational capabilities that align with business needs.
Carolyn has previously worked in a variety of roles within the financial services, e-commerce, and non-profit sectors. Carolyn holds a Masters in Organizational Psychology and a Bachelor of Arts in Classical Studies from the University of Pennsylvania.
Melissa Malloy, President and CEO of Pathway Advising, LLC, brings over 20 years of experience in the global payments space. She consults with B2B companies specializing in Client Experience Management, Strategic Planning, Leadership Development & Executive Coaching, Process Improvement, and Employee Engagement. She works with all levels of leadership to deliver on their brand promise, make customers for life, and create highly engaged leaders and teams.
Brian’s experience spans all levels of management across three continents. Today, he consults for management, C-suite and board members in the financial services, pharmaceutical, automotive, broadcast and media industries, helping B2B organizations understand their client relationships.
Peter is the former Head of Strategy and Development, Asset Finance Division at Lloyds TSB Group, he was a leading member of the team that built one of the largest and most successful consumer finance businesses in the UK. Using his executive experience, Peter is able to successfully consult at any level of management, helping companies achieve greater retention and revenue from existing client relationships.
Andrew Shaw, Founder and Managing Director of Business Services Growth (BSG) in the U.K., has developed a partnership with Brookeside into a highly successful consultancy of his own. Since its launch in 2011, BSG has combined the patented SalesEquity.com platform with a number of its own service elements to build a compelling force for helping companies accelerate revenue growth. Andrew now advises a number of businesses on growth capability assessment, growth strategy and planning, finding new leads, winning more contracts and retaining clients, with a special focus on facilities management.
Drew Namiot, Founder and Managing Partner of PragmAdvisors is a senior level strategy, marketing and business development executive with over 20 years, in both corporate and consulting roles, consistently and pragmatically achieving bottom line growth through go-to-market, product and service innovations that leverage opportunities in core, adjacent and new markets. Drew has leveraged this expereince into a succesful partnership with The Brookeside Group, Inc.
LOOKING FOR AN ENGAGING SPEAKER?
Tom Cates is the Chairman and Founder of The Brookeside Group and a natural speaker and storyteller. He infuses 5 to 5000 person audiences with his energy and enthusiasm and will inspire you to improve every client relationship you have.