Who We Aren't
Who We Aren't
For over 25 years, we’ve been obsessed with helping our clients reimagine their CX.
Data that’s based in
Hector Aguilar
“The caliber of a business is identified by its customer experience. A business with a positive customer experience will draw repeat customers and guarantee a long life for that business.”
Hector Aguilar is Reality Based Group’s Vice President of Finance. With a BBA in Accounting from Texas State University and 13 years of accounting experience in the restaurant industry, Hector joined RBG in 2012. Hector is constantly looking for new ways to improve accounting at RBG.
During Hector’s tenure he has been responsible for completely revamping RBG’s accounting process allowing for greater productivity. Hector hails from Pearsall, Texas and enjoys spending time with his children as well as playing sports. The Cameron Park Zoo in Waco, Texas is one of his family’s favorite spots.
- Hometown: Pearsall, Texas
- Favorite Movie: Liar Liar
- Favorite Season: Football Season
- Best Dish: Macaroni and Cheese
- First Car: Chevy Cavalier
- Morning or Night: Morning Person
Amy Zintl
"Great Customer Experience begins with Employee Experience. It’s exciting to help employees really see and understand their customers’ reality. We empower them to connect and take pride in their ability to impact their customers’ experience."
After narrowly escaping a career in corporate banking, Amy Zintl built her own mystery shopping & customer care advising company, specializing in restaurant concepts. She spent 25 years working with regional and national brands including Habit Burger Grill, Zoup!, Baja Fresh Mexican Grill, Capital Grill and Cheers. Amy joined RBG in 2022 as a Director of Customer Success.
- Hometown: Wilmington, DE
- Favorite Movie: What About Bob?
- Favorite CX hacks: Decoding the Customer podcast & Shep Hyken in any medium
- Signature recipe: Carrot cake with 2x frosting
- Dream Trip: To go on Safari
Bruce Dixon
“We’re all customers and want to be treated with respect. We all want someone to be nice and do a decent job.”
Bruce Dixon is Reality Based Group’s Vice President of IT. He earned his degree from the University of Central Florida and has been RBG’s resident IT guru since 2007 . Often known as “the fixer” around RBG, Bruce can be counted on to help fix processes, equipment, and even relationships.
Bruce’s biggest accomplishment with RBG has been exposing hidden utility in our various CRMs to encourage efficiency. Prior to RBG, Bruce worked for Electronic Arts where he learned that quality is paramount, a belief he carried over to his work with RBG. As “the fixer” Bruce is always ready to solve any issue.
- Hometown: Orlando, Florida
- Favorite Movie: North by Northwest
- Favorite Band: Tie – Thin Lizzy and The Stone Temple Pilots
- Favorite Vacation: Anacapri, off the coast of Naples, Italy
- Prized Possession: ’60 F100
- Favorite Book: Cat’s Cradle by Kurt Vonnegut
Reality Based Group is our name, but we also answer to RBG. We were founded and remain in reality. We exist to give you the reality of your business. The bottom line—we don’t tell you what you want to hear.
We show you what you need to see.
Our Story
Helping clients win since ‘92
Helping clients win since ‘92
Our story isn’t about us. It’s about the lasting ROI and value we create for our clients. Brands from the top industries on the planet come to RBG because we deliver the truth. How? It starts with our expertise. Our leadership and experience in the category is unmatched.
We invest heavily in technology solutions like Virtual Reality, GameFilm®, Research and Analytics and customized training programs to give you an invaluable advantage in the marketplace as well as unprecedented insight into your customers and company.
We match that technology with our people. You are assigned a service team and one point of contact who is dedicated to you. We’re in the business of customer service and you will feel that dedication throughout the process. All along the way, you will also have access to coaches, guides, videos, playbooks, game plans and 24/7 access to our online dashboard.
We are obsessed with your success and delivering long lasting ROI. We wouldn’t be a leader in the category if we weren’t.
The nation was vexed by a stubborn recession and gearing up for a historic presidential election. Like the rest of the nation, Houston felt the impact of the recession and a full recovery would prove to be a challenge. When the national recession occurred, the city was already struggling from the 1980s energy crisis. What was once a booming western oil town, was now in a fight for its economic survival.
As unemployment continued to rise, tens of thousands of people began fleeing the city, leaving behind rows of abandoned buildings, a surplus of vacant property, and a memory of what once was.
As for RBG’s founder, Joe Woskow, he had problems of his own. As an aspiring business man in his 20s, Joe was eager to succeed. When he landed a job at an apartment complex as the property manager, he started carving out a strategy to take the business to the next level. To Joe’s delight, everything seemed to be working in his favor. Tenant satisfaction was increasing, and the quality of guest interactions was better than ever. These traits would soon evolve into the customer experience RBG is now known for today.
The nation was vexed by a stubborn recession and gearing up for a historic presidential election. Like the rest of the nation, Houston felt the impact of the recession and a full recovery would prove to be a challenge. When the national recession occurred, the city was already struggling from the 1980s energy crisis. What was once a booming western oil town, was now in a fight for its economic survival.
As unemployment continued to rise, tens of thousands of people began fleeing the city, leaving behind rows of abandoned buildings, a surplus of vacant property, and a memory of what once was.
As for RBG’s founder, Joe Woskow, he had problems of his own. As an aspiring business man in his 20s, Joe was eager to succeed. When he landed a job at an apartment complex as the property manager, he started carving out a strategy to take the business to the next level. To Joe’s delight, everything seemed to be working in his favor. Tenant satisfaction was increasing, and the quality of guest interactions was better than ever. These traits would soon evolve into the customer experience RBG is now known for today.
Your Partner in CX
Your Partner in CX
You are not a client. You are our partner. We are as invested in the success of your company as we are invested in our success. As a good partner, we jump in with both feet, ask tough questions and question the answers. We have a saying at RBG—we don’t measure twice and cut once. We never stop measuring and cutting until we have the most effective and efficient solution. That’s what a partner does and no one does it better than us.
Our Purpose
Our Purpose
Evolving The Customer Experience
The customer and retail experience is constantly evolving. It’s not enough to keep up with it. You need to stay ahead of it. We are constantly pioneering new ways to measure and improve your CX to keep you ahead of the trends and the competition.
Measuring, Evaluating & Improving
Data that can’t be measured or made actionable is useless. We don’t operate off of assumptions or theories. We capture data in real-world scenarios and then customize an actionable plan that can be measured and optimized.
Our Bottom Line is Yours
We wouldn’t be in business after 25 years if we didn’t deliver lasting ROI for our clients. Our success is directly tied to your success and that’s why we heavily invest ourselves in every relationship.
Our Why
Mission
To deliver ‘reality-based’ continuous improvement programs that create world-class customer experiences.
Vision
To be the first thought every best-in-class company leader has when thinking how to improve their customers' experience.
Values
- Accountability
- Continuous Improvement
- Empowerment
- Integrity
- Teamwork
- Winning
Our Brands
Florida based mystery shopping company with over 4 decades of experience in a variety of industries. SCI and their team were acquired by RBG in December 2016.
Minneapolis-based restaurant and hospitality-focused company with over 20 years in business. Acquired by RBG in 2018.
Based in Cincinnati, a National Business Consulting Firm provides retail, financial institutions, grocery stores, convenience stores, and restaurants a direct insight into their customer experiences. Acquired by RBG in 2021.
This award-winning brand endorsed RBG’s Mystery Shopping and training solutions to improve admissions and staff performance for the higher education industry. Services include Mystery Shopping, Enroll Match® Admissions, Training, and My Guidance Coach® Software. Acquired by RBG in 2022.
Undefeated CX
Design
We ask the right questions to identify the right problems. In our experience, most companies ask the wrong questions. Wrong questions lead to bad data. Bad data is a waste of your time and money.
Evaluate
We’re methodical about designing solutions to evaluate your unique goals and objectives. Scorecards are specifically constructed to focus on measurable, revenue-driving behaviors that result in data that is actionable.
Report
Customized reports show what data has been collected and analyze areas for improvement. This provides an opportunity to set realistic goals with progressive objectives. Additionally, our online dashboard provides 24/7 access, real-time notification, and a suite of other tools.
Coach
Effective training is just as important as accurate data, and it’s during the coaching phase that we equip you with your customized experience improvement game plan and coach's guide. We coach to the behaviors that matter most—revenue-driving behaviors or customer retaining behaviors, and train to it.
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