Our Customer Loyalty Practice helps chains and other multi-unit operators drive faster revenue and profit growth through increased customer and employee loyalty. We’ve partnered with Fred Reichheld, loyalty expert and creator of the Net Promoter System™ (NPS®), to help organizations measure and improve customer and employee loyalty through accurate metrics and world-class training and development.
Yet, many organizations trying to improve their customer experience rely on unreliable customer-service metrics or none at all. In our experience, email and receipt surveys get very low response rates.
- Collect statistically valid feedback from a representative sample of customers and employees.
- Increase the visibility of customer-service metrics so managers get real-time feedback.
- Apply an accountability process at frontline teams so they deliver exceptional customer service more often.
- Measure and improve employee engagement.
- Gather accurate and representative customer-experience feedback.
- Train leaders and teams to deliver exceptional customer service.
- Provide expert consultation on improving customer and employee loyalty.