Bottomline Marketing Consulting, Logo

Creating Customer-Focused Organizations in a Multicultural World

Why Choose Bottomline Marketing Consulting?

Bottomline Marketing has been helping companies achieve customer loyalty and retention for over 25 years. We have a track record across industries and nonprofits, for organizations in various elements of development, from start-ups in new markets to turnarounds in mature markets.

Under the direction of Deborah McConchie, you get access to trusted consultants and coaches with MBA’s from the top schools and senior level, strategic and hands-on operating experience. You only pay for what you need, when you need it. So whether you need a part-time CMO, someone to spearhead new initiatives, train your service center, or improve customer experience, we provide actionable solutions in a cost-effective manner.

If you want to expand internationally, we can help you find new markets. If you are a multinational company, we'll give you the assistance you need to launch your products in the U.S.  We can also work with your international managers and teams to facilitate their cultural, communication and business practice integration.  

Through our partners, you can also access implementation services, such as lead generation and qualification or event attendee acquisition. These services are available in most global markets through native language speakers. We also work with providers of tools for managing and tracking VOC, customer experience.

When Do Companies Hire Bottomline Marketing Consultants?

When they need to:

  • Launch a new initiative with experienced marketers
  • Differentiate on offerings and service—not compete on price
  • Raise low satisfaction or net promoter scores
  • Increase customer retention
  • Enhance their voice of customer feedback process
  • Create a consistent customer experience across all customer touchpoints
  • Find new international markets
  • Integrate international individuals and teams
  • Build Customer Loyalty

PROVEN OUTCOMES for Bottomline Marketing Clients:

  • Differentiated brands
  • Enhanced customer/patient experience and satisfaction
  • Increased revenues
  • Higher customer retention
  • Expanded customer base/patient panels
  • Increased productivity and integration of ESL international managers

Success Highlights:

♦ Conducted company-wide service excellence training for US division of global manufacturer. Found areas for service improvement and $10 million service impact; Identified service performance KPIs in every department; Developed VOC and customer upgrade programs.

♦ Enabled children’s mental health research and clinical care practice to reach patient intake goals within six months. Developed consumer market development and professional referral program including branding, website improvements, and school outreach and expansion recommendations.

♦ Developed launch plan, product offerings and led business development effort for global managed care services/reinsurance firm. Developed Fortune 500 accounts and benefits package/pricing model that enabled membership to grow to 10 million members.

♦ Created multi-channel business and key account program for global quality organization. Expanded new service offerings, increased repeat business by 25% and customer value by 35%.

♦ Coached managers from Latin America, Asia and Middle East: Clients have obtained higher positions and salaries, sold U.S. accounts and achieved better performance from their teams.

Sample Clients

  • Jack Cooper Transport
  • Harvard Kennedy School of Government
  • Institute for Healthcare Improvement
  • Masspro
  • Michigan Consolidated Gas
  • NewSpring Senior Communities
  • Northeastern University
  • Samsung
  • Scholastic
  • Sensata Technologies
  • Ziff Publishing
  • Zumtobel