Service Advantage International Moved Their Southeast Michigan Office

DETROIT, Michigan (May. 11, 2006) Service Advantage International has moved their Southeast Michigan Office from Plymouth to Ann Arbor, Michigan.

3820 Packard Road, Suite 390
Ann Arbor, MI 48108
Phone (734) 477-9082
Fax (734) 477-0366

Service Advantage International (SAI) helps its clients to become #1 in the eyes of their customers through its comprehensive approach for improving the total customer experience. SAI conducts customer service assessments, audits, and market research, as well as provides consulting and management services to help consumer and business-to-business clients significantly increase customer loyalty, employee engagement, profitability, and return on investment.

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Protect Your Customers

An article by Larry Smith, SAI's chair and CEO, was featured in the Detroiter Magazine's Small Business Central section. "How to develop an 'early warning system' for your most valuable asset".....story

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Detroit & Canada Tunnel Corporation Convenes Think Tank to Increase Business in Windsor

l Executive Vice President and General Manager Neal Belitsky was to “Find ways to improve cross border traffic and commerce in the region.”.....story

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Service Advantage International Measures Customer Satisfaction from Multiple Sources

Broader approach helps companies increase profitability in a tight economy


DETROIT, Michigan (Nov. 8, 2004) Improving the customer experience involves more than collecting data that is readily available, according to “Broaden your view,” an article published in the October 2004 issue of Quirk’s Marketing Research Review and authored by Stephen J. Gill, director of assessment and training for Service Advantage International (SAI), and Laurence N. Smith, CEO of SAI.

The article stresses that if companies truly want to increase customer satisfaction and loyalty and achieve their bottom-line goals, they must see to all of the factors that contribute to customers being satisfied and loyal.

Smith said, “There is no better testimonial to your business than customers who return because they want to and enjoy doing so!”

SAI recommends a total customer experience (TCE) model for its clients that includes an assessment of 1) desirable and available products and services, 2) competent and engaged employees, 3) an aligned customer service culture, and 4) efficient and effective business processes.

Gill added, “Companies need to choose the best measurement tool for the job, and in most cases, more than one tool.” These include mystery shopping, focus groups, intercept studies, customer satisfaction and loyalty surveys, employee competency and engagement surveys, customer-service culture surveys and company records.


The SAI article, illustrated by a typical customer scenario at a fast-food restaurant, describes in detail how each of these measures work to help provide a full understanding of the customer’s experience.

About Service Advantage International
Service Advantage International (SAI) helps its clients to become #1 in the eyes of their customers through its comprehensive approach for improving the total customer experience. SAI conducts customer service assessments, audits, and market research, as well as provides consulting and management services to help consumer and business-to-business clients significantly increase customer loyalty, employee engagement, profitability, and return on investment.

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