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Our Consultative Approach Drove Individual & Company Revenue

THE PROBLEM

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.

THE APPROACH

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.

THE SOLUTION

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 RESULT

The customer experience improvement program saw in increase in active participation resulting in an improvement in profitability for the channel.