Welcome to the new Chatfield Newsletter; TCG Chat – Our quarterly communication to keep everyone up to date with the latest developments at The Chatfield Group. In this newsletter, you’ll find out news around industry trends, client developments, changes at The Chatfield group, as well as other interesting features.

NOTES FROM SIMON

With the chorus of ‘Happy New Years!' beginning to die down, we all start to focus our attention on our strategies and goals for 2010, The Chatfield Group has been hard at work kicking off the year with a bang. Along with this new quarterly publication, we are renewing our vision and our promises to our partners and clients. First, we will focus our attention on bringing the very best in solutions to the market and continue to differentiate ourselves from our competitors by delivering the complete package of benefits; not useless features. Second, we are challenging ourselves to meet a higher level of quality and will soon be announcing a new division with a directive on quality and maintaining the highest standards. Our clients are our partners and now, more than ever, we are committed to you and our obligation to meet our commitments on all levels.

We will also be initiating a new client and customer feedback process to make sure we are delivering on these goals. Your feedback is invaluable to us. To help us serve you better, please take a few minutes to let us know how you feel - we will be sending out a satisfaction survey shortly.

Without further delay, please enjoy this first issue of TCG Chat and we look forward to working with you the coming year!

WHAT'S NEW WITH TCG

With great excitement, we’ve begun our office expansion project! As many know, we’ve owned the suite next door since 2008. Due to our tremendous growth within the last 6 months, we’ve been forced into expansion to provide additions space for all the new team members.

While the zip’s of drills and saws has become commonplace during our meetings and conference calls, and are not likely to make us any new friends in the building, the whole process has proceeded much faster than anyone anticipated.

Starting December 16th, with an empty shell, the contractors quickly got the wall support tracks installed. Shortly after, the insulation and dry wall was hung and the electrical run.

As of January 8th, all the drywall and insulation is up and taped.

Next we are expecting paint, carpet, and final trim work; hopefully moving in before the end of the month.

CLIENT NEWS

In coming publications, with your approval and cooperation, we would like to spotlight some specific client engagements and successes. If you would like (or not) to be considered for this space, please let us know and your account manager will be in touch with you.

FEATURE

With each quarterly publication we will include a 'Feature' section where we focus our attention on a technological update that we feel will benefit you; our customers and partners. In this issue: business metrics and intelligence.

Over the nine years that The Chatfield Group has been in business, we have been very fortunate to partner with the clients with whom we’ve worked. You are smart, innovative, and very business savvy. If you weren’t these things, we wouldn’t have had the privilege of being your technology partner and growing along with you.

You evaluate all of the most important areas of your business: revenues, expenditures, unique site visits, and conversion rates, for example. Are you missing anything? How about customer satisfaction? If you don’t know your customer’s likes and dislikes concerning you service or product, you are missing an extremely valuable piece of business intelligence.

If, like us, you are hopeful about your prospects for 2010, you know that this year is going to pose unique challenges. One of those challenges will be to provide a new level of service and performance in an attempt to retain one of your most valuable resources: your existing customer.

For several years now, TCG and our partner Westgroup Research have helped our clients compile information on customer satisfaction. We created an online dashboard to display that information so that virtually anyone in the enterprise can access the results of customer satisfaction surveys and leaders can make adjustments to improve their customersatisfaction ratings.

In 2009, to further guarge customer satisfaction levels, TCG unveiled our Enterprise Survey Platform – ESP, for short. ESP is a suite of web-applications that creates and distributes multi-lingual surveys in countries around the and displays results, real-time, on a web-accessible dashboard for corporate and regional leadership.

These companies understand the power of “What?” “Why?” and “How?” They are constantly gauging their customer’s level of satisfaction by asking questions such as:

What do you like most about _______?
Why have you chosen to return to ________?
How would you describe ________ to your employees and colleagues?
How likely are you to recommend _________ to friends/colleagues/family members?

Fill in those blanks with your company’s name. What could you learn?

You can find out so much about your company’s quality, efficiency, communication, market position, pricing…the list goes on – all because you simply asked! Imagine how you can improve your service, product offering, or evaluate what you are already doing. That is how you keep your customers and clients loyal and ensure that they stay where they belong: in your capable hands.This concept itself is nothing new, but there is a groundswell in its popularity as of late. Technologies such as ours are making it easier, cheaper and more powerful than ever to get the most out of your business intelligence-gathering efforts. TCG’s experience and skill-set in this space makes us uniquely qualified to help you traverse the technical landscape involved in automated surveys and dashboards.

To learn more, contact The Chatfield Group:

Phone: 480-776-6390

e-mail: george@thechatfieldgroup.com

STAFF UPDATES

New Hires

As many people know by now, The Chatfield Group has had unprecedented internal growth despite a national economic downturn. Along with congratulating the internal promotions below, we welcome the following new team members…

Matt "Franchise" Blackmon: Business Systems Analyst
Geoff Crim: Technical Lead
Chris Haley: Jr. Software Engineer
Greg Humphrey: Software Engineer
Jeff Pinkerton: Project Manager
Ed Pinter: Technical Lead
Jillian Piscitello: Office Assistant
Dan Plank: Jr. Software Engineer
Mark Plihcik: Business Systems Analyst
Pamela Scott: Project Manager

Promotions

Congratulations are in order for Cassi Drahos and Shelly Fincher.

Cassi Drahos has been promoted from lead BSA/Project Manager on the Profiles (among others) project team, to the Director of AmEx projects.

Shelly Fincher will be assuming additional responsibilities as our newest tech lead; promoted from Software Engineer on the PDI team.

Internal Moves

George Yogurtian has accepted the challenge to lead TCGs sales, marketing, client acquisitions and retention and branding efforts.