A leading insurance company

The client faced a great deal of complexity and challenges associated with ever-changing legal and regulatory developments. They were also facing increasing competition, decreasing service quality and declining customer retention.

Strategic Planning: Defined a roadmap for success and provided industry expertise by both leading and supporting the work being conducted to improve key areas of the business.

Tracking: Designed and implemented a service quality tracking program that provides management with all the tools necessary to monitor and track satisfaction as well as all progress related to the customer experience improvement initiatives.

Performance Management: Developed and delivered customized internal marketing communications and training programs focused on improving the customer experience for both face-to-face and phone-based interactions. The programs focused on interaction skills, consistency, relationship-building and emphasized engaging to properly serve customers.

Within the first year, First Contact Resolution improved and Service Quality scores increased 5 percentage points in the first four months of the program.

A major U.S. grocery store chain

The client wanted to differentiate their service from competitors and improve the customer experience by increasing the emphasis on engaging and serving their customers.

Analyze: To improve the customer experience, key service opportunities were identified through an analysis of existing and supplemental data across divisions.

Change: Analysis resulted in creation of a training and internal marketing communications campaign focused solely on customer engagement and the skills and behaviors needed for associates to effectively build and strengthen customer relationships. Through a customized training program that centered heavily on spaced repetition, demonstration and validation, we assisted the leadership team in facilitating the training and creating a culture where optimal customer experience naturally occurs.

Track: Follow-up methods and materials were developed to assist the client in further continuing to track and improve their customer engagement skills.

The program energized the employee base; supervisor and employee coaching interactions increased; and the training has been adopted and incorporated across the organization. In addition, employees now feel empowered with the proper skills, information and confidence to effectively engage customers. We also saw an immediate uptick in positive customer comments and overall satisfaction.

Multi-level marketing company

The company wanted to strengthen and become more proactive in their Customer Support division but had been trumped by the need to constantly react to growing complexities. Specifically, they needed to fill gaps from fast-growing business complexities and differentiate their division to become a best-in-class customer service provider. In addition, they needed assistance positioning their Customer Support division as a competitive advantage rather than a cost center.

Analyze: We conducted a a comprehensive assessment including a review of technology, job descriptions, hiring practices, compensation, reporting, team structure, and customer service training.

Change: Assisted with changes in the following areas:Technology – Defined technology requirements for a new knowledge management system, selected tools, and partnered with internal IT teams to ensure compliance to corporate technology roadmaps.Organization – Redefined job descriptions, hiring practices, and quality assurance process and procedures.Training – Developed and implemented customer interactions training and certification program. Created a “marketing to employee” program which combines communications, processes and incentive solutions to change behaviors.

Track: Designed a customer satisfaction measurement and reporting system, implemented tracking tools, and executed metric analysis.

Over 3 years, the plan’s actions and investments to cost ~$3.3MM with a return of ~$5.7MM through reduced costs and increased customer satisfaction.

Leading fast food chain

The company wanted to gain a better understanding of the strengths and opportunities of the current Voice of the Customer (VOC) program and guest relations processes compared to industry best practices

Provided a strategic roadmap to improve the VOC which included recommended short and long-term actions. Developed business case demonstrating potential return on investment (ROI) for implementing the recommendations.

The client launched an enhanced and scalable guest relationship program creating greater accessibility for the customer through a publicized phone and social media approach. Projected return on investment is +125% in the first year.

Global pharmaceutical and medical device manufacturer

The client’s shared services division was struggling to provide best in class Human Resources and Accounting services to their internal customers throughout North America.

Analyze: Through interviews, focus groups, monitoring/observation, and measurement, we helped identify and prioritize the key opportunities for improvement.

Change: We provided a roadmap for improvement and assisted with ensuring the right areas were addressed in training and that effective processes were implemented for ongoing coaching and process improvement.

Track: We set up and implemented a tracking system to provide ongoing feedback on internal customer satisfaction and continue to identify opportunities for improvement.

Deeper levels of customer communication through on-site feedback sessions. The service support model was restructured to increase effectiveness and satisfaction, followed by the development of customer interactions training and standards of performance to drive higher levels of satisfaction.