We provide a comprehensive suite of consulting services aimed at driving growth, efficiency, and innovation across various industries. Our core services include customer experience, operations, people and organizations, and GTM advisory and implementation. We specialise in unique management placement services, enabling us to directly embed experts in client businesses, complemented by our industry-leading suite of out-of-the-box solutions. Additionally, we offer merger and acquisition advisory services, ensuring seamless integrations to unlock maximum value. Our white label services allow clients to leverage our expertise while maintaining a confident and self-assured stakeholder image.

Our goal is to support our clients in any way we can. Even if we don’t advertise a specific service, we take on projects based on our expertise. If we have the know-how, we want to help. For projects where we may not be the best fit, we partner with other firms or organisations to ensure we are the only place clients need to go for comprehensive business support.

Our journey began as a consulting firm within the restaurant industry and rapidly expanded into the hotel sector. However, our goal was never to be niche-specific. We have always strived to provide a blend of business and industry expertise. Our model, based on the sector convergence strategy developed by our founder, Bryce Porter, pulls insights, expertise, and solutions from various industries to solve problems faster and more effectively than traditional methods.

While we aim to remain industry-agnostic, we currently operate primarily in the following sectors: B2B software, enterprise technology, finance technology, government relations, higher education, restaurants, hotels, and private equity.

Some examples of successful projects that highlight our expertise and the tangible results we’ve delivered for our clients.

Burger King
Industry: Quick Service Restaurant (QSR)
Impact: Our intervention resulted in an 18% increase in employee satisfaction and a 30% reduction in turnover rates, achieving a 26% turnover rate. This led to $7.1 million in retained value through reduced turnover costs and increased productivity.

Trilogy Software
Industry: Software, SaaS
Impact: Our comprehensive approach increased Customer Satisfaction (CSAT) by 16%, reduced support costs by $8.4 million, achieved 97% SLA compliance, and increased customer retention to 88%, resulting in $34.3 million in retained Annual Recurring Revenue (ARR).

IgniteTech
Industry: Software, SaaS
Impact: Our initiatives reduced costs by up to $90,000 per month per product, improved time-to-resolution for internal tickets by up to 60%, and enhanced the customer journey, aligning it with organizational goals.
These case studies exemplify our commitment to delivering high-impact solutions tailored to that target and addressing each client’s unique challenges. Our strategic planning, hands-on implementation, and focus on measurable outcomes ensure that we drive meaningful improvements in operational efficiency, customer satisfaction, and overall business performance. No matter the industry, our team always delivers industry-leading results.
For more information about these examples and other examples, please visit our Projects Page

We differentiate ourselves from other consulting firms through a unique combination of hands-on management placements, bespoke solutions, a proprietary sector convergence model, and an industry-first suite of out-of-the-box offerings. Unlike traditional consultants, we embed our experts directly into your business, ensuring seamless integration and real-time problem-solving. We don’t just offer advice; we stay to implement solutions, ensuring they work long-term and are sustainable for our clients. Our tailored approach leverages deep industry knowledge and our sector convergence model to deliver strategic insights and practical solutions. Additionally, our white-label services allow us to manage day-to-day operations while maintaining your brand’s public image, ensuring consistent quality and performance. Our commitment to driving tangible results and sustainable growth sets us apart as a true partner in your success.

Our approach to customer experience consulting is comprehensive and structured, focusing on tangible results and continuous improvement. Here’s how we deliver exceptional customer experience consulting:

1. Customer-Metric Benchmarking: We begin by evaluating the data our clients collect and the metrics they consider important. This helps us understand their current standards for success and identify areas for improvement.

2. Existing Customer-Response Analysis: By analyzing existing customer data and feedback, we gain insights into customer sentiment and perception. This often involves direct discussions with current customers and interviews with CX team members.

3. Management Placement: We embed a CX expert within our client’s business, typically in a director or VP role. This deep integration allows us to thoroughly understand the business operations, processes, training programs, and the overall value proposition offered to customers.

4. Workflow Development: We design clear, customer-centric workflows that align positive customer interactions with employee performance metrics. This alignment ensures that both employees and customers benefit from the same actions, fostering a culture of mutual success.

5. Technical Integration: We implement advanced technologies such as AI, workflow management systems, IVR, CRM, chatbots, and automation tools. These integrations enhance the customer experience and eliminate low-value tasks for employees.

6. Evaluation and Iteration: Our iterative process involves continuous evaluation and improvement. Using data and customer feedback, we make weekly incremental adjustments to refine workflows and achieve the desired metrics.

In the long term, we believe in using metrics in two ways:
1. Indicators: Metrics like CSAT (customer satisfaction score), FCR (first contact resolution), and latency provide direct feedback on how customers perceive their experiences.

2. Targets: Leveraging Goodhart’s Law, we use objective metrics such as churn, retention rate, and customer lifetime value as targets. These indirect metrics drive strategic decisions and ensure sustainable improvement.

By adopting this structured and data-driven approach, we ensure that our clients not only meet but exceed their customer experience goals, but also provide industry leading customer experiences.

The white-label operating service offered by Porter’s Management Group is a transformative solution designed to seamlessly manage your business’s day-to-day operations, leveraging our extensive operational expertise, and ensuring your brand’s reputation and public image remain unchanged.

Here’s how it works:
1. Seamless Integration: Our management professionals integrate into your organization, acting as an extension of your own team. This ensures the smooth and effective implementation of our strategies and solutions.

2. Comprehensive Management: We handle all aspects of daily operations, from staffing and training to process optimization and quality control. This allows you to focus on strategic growth initiatives without the complexities of operational management.

3. Brand Consistency: While we manage the operations, everything is done under your brand’s name. Your customers will continue to experience the same brand identity and values they trust and expect.

4. Scalable Solutions: Whether you have a single location or multiple outlets, our white-label service scales to meet your needs. We tailor our approach to fit the specific requirements of your business, ensuring optimal performance and customer satisfaction.

5. Results-Driven Approach: Our primary goal is to deliver measurable results. We focus on improving key performance indicators such as customer satisfaction, employee retention, operational efficiency, and financial performance.

6. Oversight and Support: Each region where we operate is overseen by a member of our management team. We perform weekly reviews of your business data, conducted by both on-site and remote management, and hold weekly meetings with our clients. This ensures world-class experiences for your customers and exceptional support for your business.

This comprehensive service allows you to leverage our expertise while maintaining the integrity and trust of your brand, driving efficiency and growth without sacrificing your identity.

During economic downturns and crises like Covid-19, Porter’s Management Group has remained an ally for businesses, particularly small enterprises and local businesses. Recognizing the immense challenges posed by the pandemic, we swiftly implemented significant discounts on our services, offering at-cost consultations to ensure that even the smallest businesses could access the expertise they needed to survive and adapt.

A cornerstone of our efforts was the Covid-19 Resiliency Program, which provided immediate and practical support tailored to the unique needs of each business. This initiative included comprehensive assessments, strategic planning, and operational adjustments. By running these consultations at-cost, we enabled many businesses to stabilize their operations, optimize resources, and navigate the uncertain landscape without the burden of prohibitive consulting fees.

In addition to discounted services, we launched the Not-for-Profit Consultation Sponsorship program. This initiative provided free consulting services to charities and non-profit organizations, focusing on those with the most critical needs. Our teams volunteered their time and skills to help these organizations restructure, innovate, and find new pathways to sustainability and growth. By supporting these vital community pillars, we reinforced our commitment to giving back during unprecedented times.

The combined efforts of discounted consultations, at-cost services, and pro-bono support allowed us to make a tremendous impact on the organizations we worked with during the Covid-19 pandemic.

The Covid-19 Resiliency Program was developed at the beginning of 2020 as a strategic initiative designed to support businesses in the hospitality and food service industries during the pandemic. Running until mid-2021, when its elements were integrated into our standard offerings, this program provided significant discounts and offered at-cost services to assist struggling businesses. The program included comprehensive support measures, from operational management to strategic planning, to ensure businesses could navigate the unprecedented challenges posed by the pandemic. Additionally, we facilitated the exit process for clients who chose to leave the industry, ensuring a smooth transition and minimizing potential losses.

Our services are designed to benefit a diverse array of businesses across various industries. Whether you are a small business aiming to streamline operations, a large corporation seeking to enhance the customer experience, or a public institution striving to improve efficiency, we offer tailored solutions to meet your needs.

Small and Medium-Sized Businesses
SMBs often face unique challenges related to growth, resource management, and market positioning. We provide both out-of-the-box options and bespoke consulting services to help these businesses optimize operations, implement effective marketing and GTM strategies, and build high-return branding initiatives. Our management placement service ensures that experienced professionals are embedded in your organization to drive growth and enhance customer engagement.

Large Corporations
Large corporations can benefit from our comprehensive strategic planning and implementation services designed to enhance efficiency, reduce costs, and foster innovation. Our expertise in customer experience, operations, people, organizations, and M&A solutions enables large businesses to address their specific needs more effectively. Whether it’s project-oriented, function-specific, or organization-wide challenges, we have the expertise to deliver impactful solutions.

No matter the size or industry, businesses and public institutions seeking to improve efficiency, enhance the customer experience, and drive sustainable growth have turned to Porter’s Management Group for tailored consulting services. Our hands-on approach, combined with deep industry knowledge and a commitment to delivering tangible results, makes us the ideal partner to drive your business’s success.

Our mission is to drive transformative growth, foster innovation, and ensure sustainable success for our clients. We empower businesses across diverse industries with strategic, innovative, and actionable solutions that enhance growth, efficiency, and long-term success. As a trusted partner, we offer unparalleled expertise and support, helping clients navigate complex challenges and seize new opportunities.

Our commitment to creating lasting value enables our clients to achieve their business objectives and build a sustainable future. Join us on this journey and experience the transformative impact of our industry-leading solutions and approach.

Our GM training program was developed as a result of our consultation with the Government of Nova Scotia, and aimed to enhance leadership skills and provide real-world experience for top graduates of business, hospitality, and tourism programs. This program involved placements within client businesses across the hospitality and restaurant sectors. This program, which ran from 2020 to 2023, was designed to fast-track new graduates into competent General Manager-level candidates. It incorporated hands-on training, strategic leadership development, and best practices in customer experience, HR, operations, and finance management. Despite its success, the program is currently on hold following the end of our consultation with the Government of Nova Scotia.

We leverage the latest technology to deliver innovative, data-driven solutions that propel your business forward. Our tech-enabled consulting services are designed to optimize efficiency, enhance the customer experience, and drive strategic growth. Here’s how we incorporate technology into our offerings:

Advanced Analytics and Data Insights
We utilize state-of-the-art analytics platforms to gather and interpret vast amounts of data. This enables us to provide you with deep insights into your business operations, customer behaviours, and market trends, ensuring informed decision-making.

Automation and AI Integration
Our expertise in automation and artificial intelligence helps streamline your processes, reduce manual workload, and enhance operational efficiency. From automating routine tasks to implementing AI-driven customer support, we ensure your business stays ahead of the curve.

Digital Transformation Strategies
We craft bespoke digital transformation strategies tailored to your business needs. By integrating cutting-edge technologies such as IoT, blockchain, and cloud computing, we help you innovate and adapt in a rapidly changing digital landscape.
Our clients gain access to technology-driven consulting services that not only solve today’s challenges but also position your business for future success. Our commitment to leveraging technology ensures you stay competitive and achieve sustainable growth.

We are dedicated to providing exceptional consulting services that drive growth, efficiency, and innovation for our clients. Becoming a client means beginning a partnership where we will develop a deep understanding of your unique challenges and tailor our solutions to meet those needs. Our comprehensive onboarding process ensures that we gather all necessary information, align our strategies with your goals, and set the stage for a successful collaboration. Here’s how it works:

1. Initial Consultation:
   • Discovery Session: We begin with a thorough discovery session where we discuss your business needs, challenges, and goals. This helps us understand the scope of your requirements and how our services can best support you.
   • Needs Assessment: Our team conducts a detailed needs assessment to identify key areas where we can add value. We analyze your current operations, customer experience, and market positioning to create a customized plan.
2. Proposal Development:
   • Tailored Solutions: Based on the initial consultation and needs assessment, we develop a tailored proposal outlining our recommended strategies, services, and projected outcomes.
   • Collaborative Review: We present the proposal to you and work collaboratively to refine it, ensuring it aligns perfectly with your objectives and expectations.
3. Agreement and Onboarding:
   • Contract Signing: Once the proposal is finalized, we move forward with the contract signing. Our transparent and straightforward agreements ensure you understand every aspect of our collaboration.
   • Onboarding Kickoff: We initiate the onboarding process with a kickoff meeting, bringing together key stakeholders from both sides to outline the project plan, timelines, and deliverables.

Our goal is to provide exceptional value to our clients and help business owners achieve their objectives. To maintain this high standard of service, we sometimes need to decline consultation requests. This generally happens for one of three reasons:

1. Inflexibility or Unwillingness to Change:
Some potential clients seek solutions but are not open to changing their processes, policies, or investing the necessary resources to create a positive impact. Successful consulting requires a collaborative effort and a willingness to adapt, and without this flexibility, we cannot guarantee meaningful results.

2. Unrealistic Expectations:
Our team comprises industry experts and consulting professionals with a proven track record of exceeding industry standards. We set ambitious yet achievable targets. However, there are times when ambition crosses into the realm of impossibility. For instance, doubling revenue from $200M to $400M is feasible with the right time and resource investments. However, expecting to achieve this in six months without additional investment is unrealistic. We do not commit to goals we feel are unattainable, as this would compromise our integrity and the trust clients place in us.

3. Low Possible ROI:
We take pride in delivering exceptional value for our clients, often achieving returns on investment as high as 70–80x. While not every consultation can reach such heights, we aim for significant impact. If we assess a situation and determine that we cannot deliver the value we strive for, we will decline the consultation request. This ensures that both PMG and our clients engage in projects with the highest potential for success and mutual benefit.

Our commitment to excellence drives us to only accept consultation requests where we are confident we can make a substantial positive impact. This approach safeguards the quality of our services and ensures that our clients receive the best possible outcomes.

Absolutely! We offer both short-term and long-term systems administration services.

Short-Term Consultations

1. CRM Migration: Seamlessly transition to a new CRM system with minimal disruption.
2. Automation: Implement strategies to streamline processes and reduce manual tasks.
3. Process/Workflow Redesign: Optimize workflows to enhance productivity and customer interactions.

Long-Term, Ongoing Consultations

1. Continuous Systems Administration Support: Maintain, update, and troubleshoot your CRM system, ensuring it remains optimized and secure.
2. Strategic CRM Enhancements: Continuously refine your CRM system to align with evolving business needs.
3. Custom Reporting and Analytics: Develop custom reports and dashboards for actionable insights.

We bring enterprise-grade systems administration expertise to enhance efficiency, improve customer relationships, and drive business growth, no matter the size of our clients.

Data-driven insights are the cornerstone of our business strategies. We believe that effective decision-making starts with robust, reliable data. Our combined approach leverages both quantitative analytics and qualitative assessments to provide a comprehensive understanding of our clients’ challenges and opportunities.

Our Approach

• Data-Driven Philosophy: We integrate data at every stage, from initial assessments to strategy development and implementation, ensuring precision and accuracy.
• Quantitative and Qualitative Evaluation: We use advanced analytics to identify trends and in-depth qualitative assessments to add context, ensuring our strategies are both data-driven and contextually relevant.
• Measurability-Focused Action Plans: We set clear, quantifiable goals and KPIs, allowing us to track progress and make data-driven adjustments for continuous improvement.
• Fast and Iterative Methodologies: Our agile approach allows us to respond quickly to new data and emerging trends, implementing pilot programs and refining strategies in real-time.

We understand that the successful alignment of strategy with frontline execution is critical to driving sustainable growth and operational excellence. To achieve this, we implement continuous evaluation and rapid analysis periods to monitor progress and quickly identify areas for improvement. This agile approach allows us to adapt strategies in real-time, ensuring they remain relevant and effective as conditions change. By maintaining a constant feedback loop, we ensure that frontline execution aligns seamlessly with strategic objectives.

Our iterative models emphasize ongoing refinement and adjustment. We believe in starting with a strong strategic foundation and then iterating based on frontline feedback and performance data. This approach allows us to make incremental improvements and ensure that our strategies are practical and implementable at the operational level.

At the core of our methodology is the Most Important Problem (MIP) analysis. We identify the most critical issues that need to be addressed and ensure that every action item is directly linked to solving these problems. If an action does not support a MIP, it does not take priority. This laser-focused approach ensures that all efforts are aligned with the most pressing challenges, driving meaningful impact.

To uncover the root causes of obstacles preventing the achievement of MIPs, we utilize the Why-Why analysis. By systematically questioning why a problem exists, we identify the underlying issues that need to be addressed. This thorough understanding allows us to develop targeted solutions that effectively remove barriers to success.

Our revolutionary Indicators/Targets methodology ensures that we set clear, measurable targets aligned with key performance indicators (KPIs). This approach allows us to track progress accurately and make data-driven decisions. By defining specific indicators and targets, we ensure that every strategic initiative has a clear path to execution and measurable outcomes.

Our unique combination of continuous evaluation, iterative modelling, and rigorous analysis ensures that our strategies are not only well-crafted but also effectively implemented at the frontline level. Our focus on solving the Most Important Problems and our innovative Indicators/Targets methodology guarantee that our clients see real, measurable improvements in their operations.