Our client in the retail arena had engaged in a customer experience improvement program but many of the key internal constituents had not engaged and in many cases were actively looking for ways to avoid the process.
We conducted a cohort analysis to understand how the group that participated in the customer experience program benefited and improved. The results showed that participants who actively engaged had sales that closed in a shorter time period, had fewer challenges and returns and had an uptick in referrals -- all resulting in higher and more commissions paid.
A communications piece outlining the study was created and shared with the entire retail floor population. In the piece, the difference in commission level between active engagers and non-engagers was presented clearly.
The customer experience improvement program saw in increase in active participation resulting in an improvement in profitability for the channel.