R. Chad McClennan, CEO, founded The Customer Group in 1999 as a recognition of the need in the marketplace. Companies publicly express their commitment to being “customer-focused,” yet lack solid proven strategies, plans, know-how and technical capabilities. The Customer Group is a boutique advisory firm, based in Chicago, committed to delivering business results through effective customer experiences for many of the nation’s leading companies and brands. Chad has overseen efforts to analyze and redesign customer operations for nearly 20 years and has helped lead engagements at more than 90 companies across various industries that involve omni-channel customer interactions and experiences.