CASE STUDY
"Customer Service Consulting" Initiative
Goal: Grow a customer-centered company culture (=new attitudes & behaviors)
that notably enhances employee engagement and customer loyalty for a company
of 500+ employees with multiple locations in several states.
Approach: Combine our "Monthly Support Program" (in which we are onsite from 2-5
days per month for up to one year) with our "We Care Customer Service" training for all employees, "Coaching We Care" sessions for front-line
supervisors, and our signature "Management Forum" sessions to align all
managers to be focused on the key company goals, the corresponding
operational areas of focus, and performance required of them and every
employee they manager.
Foundation: Using our Service Value Chain model combined with a Whole System approach
to the key building blocks of a customer-centered company culture (below), we
helped this company find leverage points and areas of focus for improvement to
achieve the organization's customer loyalty and employee engagement/retention goals. 
Results: Several years hence, there has been a marked increase in key critical metrics
(even through a national and international economic downturn):
"Employee Engagement Ratio" has steadily increased year over year;
"Employee Advocacy Ratio" has steadily increased year over year;
"Customer Advocacy Ratio" has trended up each year;
"Repeat Customer Usage" has increased overall;
"Formal Complaints: have significantly decreased.