What we do
Practitioning
Service Immersion
Practitioning
We are practitioners not consultants, meaning we are in the business, driving improvements, and managing outcomes as well as consulting. We assist our partners to manage blended analytics, best demonstrated practices and employee productivity expectations. We translate volume and labor data, build forward looking forecasts, schedule reali
We are practitioners not consultants, meaning we are in the business, driving improvements, and managing outcomes as well as consulting. We assist our partners to manage blended analytics, best demonstrated practices and employee productivity expectations. We translate volume and labor data, build forward looking forecasts, schedule realignments, and operational reporting. We train leaders how sustain results.
Online System
Service Immersion
Practitioning
Our reporting suite reflects past and future operation information in a manner to drive quick educated decisions. Built to be operational, users can easily extract information as recent as same day, or as far back as data is warehoused. Key components are reporting, forecasting, budgeting, and scheduling.
Service Immersion
Service Immersion
Service Immersion
Our studies have shown that more than 7 in 10 businesses fail to deliver service in-line with what their customers want and expect. Service Immersion identifies customer wants and expectations, then trains employees to deliver. We can enhance current customer service programs or create a program from scratch.
About Us
Our Mission: everything we do is about you. This starts and ends with your customers, and how we can help you deliver the service they expect. Sustainable profits happen only happen when a customer is the singular focus of a business.
Our employees are senior-level service industry operators. Their passion is our partners. Since 2013 we have created hundreds of millions in incremental profits through culture change.
Our operations are worldwide, 24 hours a day, 365 days a year
We focus on the service industry. Casinos, Hotels, Restaurants and Retail are historically treated like manufacturing, when they are completely different.
Our analytics, forecasting, and all that we do algins with the unique challenges of the service industry
About Our Founders
NICK BOSSING
Starting in the early 1990's as a manager at McDonald's, I learned living continuously in the business as a way of managing. This consisted of frequent sales samples to manage margins, forecasting sales trends, preventing logistic breakdowns, customer engagement, and understanding and motivating employees.
After finishing an undergrad in IS, I worked writing software for close to a decade. I moved back to my passion with Harrah's Entertainment in 2006, creating VIP customer capabilities, and then into corporate finance and analytics. I saw a large opportunity in how gaming executives stayed connected to the moments of truth happening between employees and customers/guests. I was fortunate enough to create a new department focused on creating tools, bridging the information gap and proving that improving transparency, turning data into information, and providing guidance created immediate improvement in service and profit (EBITDA). This also broke the reliance on legacy budgets through exposing potential, changing how businesses was measured. In 2013, we found that what we were doing was highly desired by the best operators and went on our own. Now, here we are today.
DOUG FITZGERALD
My entire career has been in sales, sales management, training, customer service and marketing. Though I have crossed many different business verticals, the service industry has been my far my favorite. I love to solve problems on how to improve the customer experience. I am very passionate about how we can identify minor tweaks to a business that feel like monumental improvements to customers.
Among my areas of expertise:
- Consistently meeting and exceeding revenue goals and key objectives throughout a wide variety of industries
- Leading and managing sales teams from startup to established status
- Analyzing P&L statements and designing innovative strategies to increase profitability
- Developing and maintaining strong customer relations
- Creating, presenting and delivering effective sales presentations and sales training programs
- Conceptualizing and collaborating on the development of powerful marketing and advertising strategies