About Service Excellence Group


We’re a customer experience measurement and solutions provider with a comprehensive focus on performance management, customer intelligence and research. For over 17 years, we have developed partnerships with our clients in open and collaborative ways and react with flexibility to their changing needs.

SEG stands out from other customer service consulting firms through our innovative programs which incorporate a look at all customer touch points. We deliver the actionable analysis and information when and how our clients need it in order to make strategic business decisions that will keep and grow customers, as well as attract new ones. As a customer service consulting firm we are committed to providing our clients with intellectual, resourceful answers to give them the competitive edge necessary to contend in today’s fast-moving markets. We come to you – our clients – with qualified skilled people in a consultative approach and cutting-edge technologies to deliver a unique distinctive package and relevant services.

About Our Staff

Marci L. Bikshorn, Chief Executive Officer

Marci Bikshorn is an absolute Customer Experience Measurement fanatic. Almost 20 years ago, armed only with a bag phone, rolodex, and white out, Marci began a journey – a mission of personal importance – to share her passion for exceptional service delivery nationwide. And so she began Service Excellence Group.

Today, Marci continues to lead SEG as an acclaimed consultant whose unique talents include identifying, understanding, and responding to client needs through cost-effective, user-friendly customer experience measurement programs. She collaborates with her internal team and clients, ensuring that all program components are designed to produce actionable insights that address clients underlying business goals. Over the years, Marci and SEG have lived by the philosophy that “Conformity reigns and exceptions rule.”

Marci is also on the MSPA North American Board of Directors. The Mystery Shopping Providers Association (MSPA) is the largest professional trade association whose member companies are dedicated to providing ethical market research and mystery shopping services. The MSPA offers their 400 member companies valuable industry information and certification for mystery shoppers.

In the few hours a day that Marci is not engrossed in customer experience measurement solutions, she is sporting several other hats….wife, mother of four (well one is a dog), volunteer for many community service and charitable foundations, traveler, and fine food aficionado.

Sandy Natalie, Director of Program Development

Sandy Natalie, Director of Program Development, better known as SEG Jack-Of-All-Trades, supervises all aspects of projects from the inception/pre-planning stage throughout the entire execution of the program. Sandy is responsible for assigning tasks, coordinating team members, following up on project tasks, quality assurance, delivery of program results, and serves as primary client contact for specified accounts.

Sandy has spent her whole life in the customer service industry, with long term tenure at Saks Fifth Avenue and the Gap before joining Service Excellence Group. Sandy tends to be direct and is likely to convince others of her point of view. She is independent and confident. She enjoys challenging tasks and is not likely to shy away from difficult jobs. She is compelled to make it right for the customer, every time, and believes “Quality is a race with no finish line.”

Sandy is a 1981 graduate of the University of Missouri and earned a Bachelor of Science Degree in Fashion Merchandising. When not providing customer service consulting, she enjoys life outside of work with her golfer husband, best dog friend, and new grandson.

Sandy Newman, Senior Account Manager

Sandy Newman arrived at SEG’s doorstep over 4 years ago, after successfully conquering the lands of an international beverage mega-giant as a District Territory Manager to a Human Resource position for a manufacturer to – all the more impressive – 21st Century motherhood.

With a degree in Educational and Counseling Psychology, an emphasis in Human Resource Management and an uncanny knack for strategically developing surveys that maximize on capturing information from the field. Sandy (also known as “Troubleshooter”) has become a go-to team member and is known as a champion project manager, calmly in charge of projects, large or small.