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Impressions We’ve Made – Business Results
Capturing The Voice Of The Customer To Drive Experience Improvements
· What: Increased a Fortune 100 company’s customer satisfaction index by 15 points, yielding 17% greater customer retention and $30M in additional revenue.
· How: Introduced survey program, quality reviews and customer/employee shadowing to isolate/address key sources of customer delight and frustration.
Reinventing A Brand To Rejuvenate A Business
· What: Expanded the most profitable unit of a $600M business, growing distribution by over 200% and sales revenues by 15%.
· How: Garnered the attention of sales intermediaries and consumers by re-branding the business, revamping marketing materials, and enhancing the product.
Energizing The Front-Line With Innovative Recognition Programs
· What: Boosted service staff morale by providing a very tangible demonstration of a Fortune 100 company’s commitment to promoting service excellence.
· How: Designed creative incentive and recognition programs that fostered more customer-friendly, experience-oriented behaviors.
Turning Routine Communications Into Experience Enhancers
· What: Reduced customer calls by 20% and increased customer satisfaction by 15 points for a business handling over a million contacts each year.
· How: Eliminated unnecessary inquiries by redesigning correspondence and statements into more visually appealing and easily understood communication pieces.
Equipping Front-Line Staff With The Tools Needed To Impress Customers
· What: Compressed a service company’s transaction turnaround times by 80% and reduced operating expenses by 15%.
· How: Designed new, cost-effective technology that simplified customer transactions, improved service quality, and reduced training requirements.
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