Customer Experience Strategist

Our Company

The Jill Raff Group helps customer-obsessed entrepreneurs, restaurants, and hotels develop a culture that delivers a Celebrity Customer Experience ™ consistently to reduce turnover & increase revenue, ratings, and repeat customers. Our proven proprietary 7 Ingredient Customer Experience Transformation process is what we use to deliver stellar results to all our clients.

Meet Jill

With over 30 years of customer experience, Jill Raff grew up working with her parents, owner/operators of McDonalds #150. She truly learned how to apply Ray Kroc’s customer service philosophy that permeates their over 37,800 stores. Jill followed her dream to be a Fashion Designer taking her to work in New York, Italy, and Hong Kong. She's fluent in 5 languages, trained as a Chef at Le Cordon Bleu in Paris, France, became a top Food Stylist, and within the food industry, worked with brands like Harrods, Michelin Starred Ristorante Guido, Godiva, Food and Wine Magazine, The Oprah Magazine, Good Morning America, and The Today Show. Jill’s closed over $22 Million in real estate sales, licensed in New York and Texas. Jill uses her entire background now as a high-level consultant for companies who want to create a 5-star customer experience.    

 
Undisclosed
 
Undisclosed
 
2 - 9
 Founded
2018
Show all +
Austin, TX
headquarters
  • Austin, TX
    United States

Reviews

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Business Consulting to Improve Customer Experience

“Jill knows how to say what you need to hear in the way you need to hear it.”

Quality: 
5.0
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
Less than $10,000
 
Sept. 2018 - June 2019
Project summary: 

The Jill Raff Group primarily provided customer experience consulting services. They worked with an internal stakeholder to review customer expectations, define potential pain points, and make improvements.

The Reviewer
 
1-10 Employees
 
Troy, Ohio
Kim Sutton
Mktg & Business Automation, Kim Sutton | Positive Productivity
 
Verified
The Review
Feedback summary: 

The Jill Raff Group’s external perspective was key in identifying simple service improvements with exponential returns. By implementing a minor pricing adjustment, the internal staff had more time to focus on quality customer service, resulting in happier customers and more referrals.

The client submitted this review online.

BACKGROUND

Please describe your company and your position there.

I am the founder of Kim Sutton, Positive Productivity. Our focus is on empowering broke and broken entrepreneurs with the systems and support they need to take their business to the next level.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire The Jill Raff Group?

We hired them for business consulting as well as customer experience consulting.

What were your goals for this project?

Our goal was to improve our customers' experience so that referrals would increase.

SOLUTION

How did you select this vendor?

We met at a networking group.

Describe the project in detail.

Jill (Founder & Customer Experience Strategist, The Jill Raff Group) and I had many calls during which we broke down communication, expectations, deliverables, and other areas where systems and standards could be improved and/or implemented. We also focused on team member experiences, as a happy team makes a happy business.

What was the team composition?

Jill and I were the only team members on this project.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Jill helped me to take a step back and see all of the factors which were affecting my client satisfaction. For example, under-charging for the services we provide meant we had to take on more clients, which, in turn, meant each client received less attention. I saw that a small adjustment to pricing could have drastic (positive) effects on the business—and it has! Clients are happier, and more referrals are on their way!

How effective was the workflow between your team and theirs?

Jill was extremely responsive, and, from my standpoint, any workflow bottlenecks were my fault.

What did you find most impressive about this company?

Jill knows how to say what you need to hear in the way you need to hear it. She also has an ability to peel back the curtains and see what's really going on, even if I couldn't because I was too close.

Are there any areas for improvement?

No, not at all. Keep doing what you're doing, Jill!

5.0
Overall Score
  • 5.0 Scheduling
    ON TIME / DEADLINES
  • 5.0 Cost
    Value / within estimates
  • 5.0 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer