HOW WE WORK TOGETHER
Every engagement starts with understanding your best customers.
The work looks different depending on where you are. Some clients need a clear diagnostic first. Others are ready to redesign the entire strategy. All of them start with an honest conversation about what's actually happening with their top 20%.
THE APPROACH
Diagnostic before prescription.
Every engagement at Kelley Strategy Group follows the same principle: understand the reality of your customer relationships before recommending how to change them. That means asking uncomfortable questions, looking at what your data actually shows, and benchmarking against what the best operators in the world do with their most valuable customers.
Discovery Conversation
30 minutes to understand your situation, your goals, and whether KSG is the right fit for this moment.
VIP Strategy Audit
The starting point for most clients. A structured 2 to 3 week diagnostic that scores your current approach across six dimensions.
Strategy or Implementation
Depending on what the audit surfaces, the next step is either a full program redesign or ongoing advisory support through rollout.
THE ENGAGEMENTS
Four ways to work together.
START HERE
VIP Strategy Audit
A focused diagnostic that tells you exactly where your high-value customer strategy stands today and what it costs you to leave it there. Six dimensions. Best-in-class benchmarks. A clear picture of what to fix first.
Intake Questionnaire
Mystery Shop
Proximity Ladder Scorecard
Stakeholder Interviews
Live Read Out Sessions
Prioritized Recommendations
DURATION
2 to 3 weeks
CLIENT TIME
~4 hours
RIGHT FOR
Any starting point
VIP Program Design
A complete redesign of how you identify, serve, and retain your most valuable customers. Built around your specific assets, your industry, and your best customers' actual needs
Tier Architecture
Implementation Roadmap
Full Program Blueprint
Measurement Framework
Benefit & Service Model Design
DURATION
4 to 6 weeks
FOLLOWS
VIP Strategy Audit
Implementation Support
Monthly advisory during rollout. For teams that have a strategy but need a senior voice in the room as they execute who has built these programs before and knows where things go wrong.
Monthly Strategy Sessions
Optimization Guidance
Milestone check-ins
Async Feedback & Review
DURATION
3 to 6 months
STRUCTURE
Monthly Retainer
VIP Strategy Workshop
A half-day working session for leadership teams who want to pressure-test their current approach and walk away with a shared vocabulary, a clear gap analysis, and a prioritized action list.
Workshop Workbook
Gap Analysis
Facilitated Working Session
Action Plan
Proximity Ladder Diagnostic
FORMAT
Half day, in person or virtual
BEST FOR
Leadership Alignment
READY TO START
Not sure which engagement is right? Start with a conversation.
Most clients begin with the VIP Strategy Audit. But if you're not sure where you are or what you need, a 30-minute discovery call will make it clear. No pitch. Just an honest conversation about your situation.