The company needed to determine a meaningful strategic metric that could drive results for the service-and-quality group.
Intervention
We assisted the service group with inquiry, analysis, and strategy facilitation, which led to a better understanding of the link between customer service, quality, loyalty, and future sales.
Results
The group now understands the relationship between reduction of major problems experienced by customers and the gain in customer satisfaction, which in turn will lead to significant additional loyalty sales. This powerful learning drives strategy and action in the group. The actions initiated by the new strategic metric have resulted in more than $80 million in additional loyalty sales.
Data Inquiry Drives $80 Million in Loyalty Sales
Challenge
Intervention
Results