of difference There are times when a task or a challenge has to be approached ever so slightly

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1 A shade of difference There are times when a task or a challenge has to be approached ever so slightly differently differently by just a tiny nuance in order to have a great impact.

2 Nuance Advisory A shade of difference

3 Market research and business development under one roof: Nuance Advisory unites the previously separate and offers businesses the opportunity to continuously, accurately, dynamically and efficiently improve their service and advice quality. Benefit from our comprehensive know how in the market research sector: From customer surveys to complex studies defining the quality of service in international settings and exclusive customer segments all projects are handled in a reliable, transparent and efficient manner. Get the maximum from the obtained results: Let the results of our surveys directly influence your point of sale. Nuance Advisory offers support in creating a concept and strategy for sales- and advice staff development, and assists with its realisation. Benefit from our long standing training experience and our international network of executive coaches. Hold us accountable: Measure the success of the implemented action exactly and in real-time. Our data capture and evaluation tools offer access to the obtained results at any time, be it in their raw version or in shape of concise diagrams. This way you stay in control and are, at all times, informed about the trends and developments from the current surveys. Nuance Advisory s integral approach gets your point of sale into shape! Because your competitive edge is our aim. Nuance Advisory a Shade of Difference.

4 Sectors customer-oriented, demanding, exclusive Nuance Advisory concentrates on the optimisation of sales- and advice situations within exclusive sectors and segments. Premium products or services have to continuously satisfy customer expectations in order to effectively ensure sales and to set them apart from their competitors. Benefit from our well-founded industry knowledge in the premium sector, and optimise your sales- and advice processes with Nuance Advisory s integral approach. BankS Set yourself apart from the competition through continuous, focused improvement of your service and advice quality. In Nuance Advisory you have a strong partner with longstanding experience in mystery shopping and personal development not only in the customer segments counter service, retail and private banking. More specialised segments, such as investment advisory, private pension provision or services for corporate clients, are equally part of our extensive portfolio. Insurances Whether you re dealing in life-, property-, transport- or health insurance get the crucial competitive edge through top-quality customer service. We will help you to map out the realisation of your target service standards in order to allow you to carry out any training and development measures accurately, focussed and with the greatest possible return on investment.

5 Premium Consumer Goods As manufacturer of exclusive products, you want to ensure that your goods are marketed worldwide according to your specifications, and that they meet the high expectations of your target audience. Brand control by Nuance Advisory offers the possibility to retrieve continuous, comprehensive surveys of your licensees, franchising partners and distributors at the point of sale. Our global network of mystery shoppers supplies you with the relevant information structured, prompt and available at all times. Service Providers Can the service processes between your business and its clients pass the test? How do your clients judge the service quality offered by your business? Regardless of company sector and size, flawlessly functioning service processes are the key success factor in the fight for market shares today. Nuance Advisory will help you to create one-time or continuous surveys of your service quality and to implement efficient and long-lasting corrective measures.

6 our services comprehensive, modular, interdisciplinary mystery shopping only businesses, which manage to convince new and existing clients of their high service quality, will be in a position to defend and increase their market share in the long run. carefully chosen and individually trained mystery shoppers go undercover to investigate services and advice given, the compliance with standardised processes or the use of auxiliary means, and provide an exceedingly realistic image of your service quality. bank brand control mystery shoppers all over the world check whether product presentation, price policy and marketing strategies are carried out according to your specifications and make this information well structured and promptly available via n-brand. This online application is adaptable to your specific needs and gives you the opportunity to oversee your points of sale, irrespective of time and location. brand control is a tool for simple, efficient and economic market control while maintaining maximum flexibility.

7 surveys systematic surveys of your customers and internal stakeholders provide a clear picture of their satisfaction and expectations and allow for specific corrective measures. surveys can be conducted quantitatively via structured questionnaires or qualitatively in form of interviews. count on our thorough approach and our extensive pool of experience when conducting those exceedingly sensitive studies. benefit from our tried and tested online applications, which will guarantee transparency and up-to-date information. TrAining & development nuance Advisory supports businesses in their strategic alignment, the development and the realisation of management development programs - regardless of their scale. benefit from our extensive experience and enhance the client experience and service excellence in your business targeted, ongoing and with maximum return on investment. nuance Advisory has an extensive network of experienced trainers and a pool of approved actors and mystery shoppers at its disposal. our experience ranges from concept development and planning to the realisation of custommade training events for small groups as well as large scale development programs for hundreds of participants.

8 Nuance Advisory Toolbox customer friendly, flexible, online n-survey n-survey is Nuance Advisory s standardised data capture tool. Data obtained from market research projects will be captured via n-survey. Our clients have online access to the saved data from their assignment and have the possibility to quickly and easily asses the situation as a whole or to take a closer look at specific records. Inbuilt quality checks and processes of elimination make n-survey a solid and powerful market research tool. n-chart n-chart presents the data captured by n-survey graphically and offers hereby maximum insight as well as facilities for the easy construction of evaluations and reports right from the start. The charts can be customised to match your company s colour scheme and can then be easily inserted into documents and presentations. n-chart is directly connected to the data captured by n-survey and thus depicts the current status of your projects at all times live and online.

9 Nuance Advisory applies targeted information technology to make its project processes efficient, transparent and customer friendly. Besides standardised solutions for data capture and evaluation, an independent network of software developers allows for the cost-effective, practical and fast realisation of customer- and assignment specific demands and requirements. n-brand n-brand offers you insight into your or your franchising partners point of sale; anywhere and at anytime. Product presentation, price control, or corporate behaviour brand control allows you to oversee your points of sale in one clearly laid out online application, that can be customised to suit your requirements. Thus you re always up to date and have enough leeway to initiate corrective measures in time. n-index n-index is made up of thousands of test interviews from the financial sector. A wide selection of topics such as impression and behaviour, conversation starters, requirement analysis, presenting the solution or conclusion have been standardised and indexed by Nuance Advisory. The resulting values may be used by our clients in the financial sector as a benchmark or a gauge for comparison and give information about the ranking of their own service and advice quality compared to the competition.

10 Nuance Advisory AG Henric Petri-Strasse 35 CH-4051 Basel T F advise@nuanceadvisory.ch