$$ Did the channels your competitors use $($or don$$t use$)$ impact decisions for your company? Why or why not?

About our company:

The leadership team is composed by the CEO, who is responsible for managing the company's resources and general operations, making key corporate decisions, and the Executive Hierarchy, composed by the Head of Operations, Head of Marketing and Head of People Experience.

The Operations area aims to manage the company's internal activities, such as Finance, Accounting and Human Resources areas. It has a manager and an assistant for each of these areas, which include Accounts Payable, Receivable, Accounting reports and Statements, Payroll, Recruitment and Selection.

The Marketing area is responsible for the sales teams $($management of the Sales Funnel, which includes the prospecting stage until the closing of the contract$)$ and General Marketing strategies, which include Internal Marketing $($development of campaign pieces, support material to the sales team$)$ and External Marketing $($includes design and production of materials to support customer project implementation and benchmarking research$).$

The People Experience area represents the core business of our company as it is focused on the external public, that is$,$ our customers. When closing a contract, whether focusing on the customer or employee experience, the People Experience teams $($CX and EX$)$ work together to collect qualitative and quantitative data. It has qualified professionals to perform different functions ranging from interviews, mystery shopping, data analysis and continuing training courses development.

Echo Ease uses its expertise in human relations to propose improvements that positively impact the experience of customers and employees. Through an in$-$depth diagnosis, which includes observations, interviews and mystery shopping, our company identifies and maps opportunities for action that aim to boost results.

The impact of the implemented actions aims to show that through an organizational culture that values people and human relationships, it is possible to attract and retain internal $($employees$)$ and external $($clients$)$ customers.

By building strong and trusting relationships, we help businesses improve their metrics and result indicators and stand out in the market in which they operate. The suggested actions can be found in our service portfolio, which has specific and combined options:

$1.$ Consulting and implementation

$$ Customer Experience AND$/$OR Employee Experience

In both cases, the structure works as follows:

Consulting:

$$ Observation, Experimentation, and active listening as a starting point

$$ Mapping the current and desired situation aligned with the company's vision and values $($include quantitative and qualitative analyses$)$ and actions suggested actions.

$$ Benchmarking $($External Analysis$)$

Implementation:

$$ Project management:

o Short$-$term and Long$-$term goals

$$ Improvements:

o Customer Experience $-$ E$.$g: NPS $($Net Promoter Score$),$ CAC $($Customer Acquisition Cost$),$ CSat $($Customer Satisfaction$),$ CES $($Customer Effort Score$),$ Churn Rate.

o Employee $$ E$.$g: E$-$NPS $($Employee NPS$),$ Turnover rate, Rewards Program.

$$ Operationalization

o Support inside and outside the company: in each project, we will have a professional designated to closely monitor $($in our client's company$)$ the implementation of the agreed improvements.

$2.$ Continuous learning $($online courses$)$

$$ Leadership $($CX and EX$)$

$$ Future leaders $($CX and EX ambassadors$)-$ Talent program

$$ Customer experience Management $($CX$)$

$$ Customer Experience Mindset $($CX$)$

$$ Employee experience Management $($EX$)$

$$ High performance teams $($EX$)$

$$ Motivational and inspirational $($EX$)$

$$ Operational $($Customer Service skills$)$

$3.$ Customized Packages

Our customers will be able to combine the contracted service according to their needs. Each proposal will be prepared in a personalized way with the aim of serving our client in the most optimized solution possible so that they can significantly leverage their results and see us as a relevant and reliable business partner.

It is important to emphasize that by hiring both services $($CX and EX$)$ we can go beyond what competitors deliver, evaluating the company, from the most varied perspectives, allowing changes to happen in a more consistent and sustainable way.

The extension of the contracts is directly linked to the complexity of the project and will depend on the need for post$-$implementation monitoring or contracted training courses. The number of hours estimated to deliver the project will be estimated in the contract.