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Major General Merchandise
Retail Chain
Situation:
A national chain of U.S. retail
stores was closing stores and
cutting jobs. It turned to CFI
Group for direction on how to
increase customer loyalty, regain
market share and drive shareholder
value.
CFI Group’s Approach:
Identifed employee behaviors
and operational processes that
have the greatest influence
on customer experiences and
purchase behavior.
Results:
Based on CFI Group’s analysis,
the client:
Increased stock price by
over 300% over a four-year
period
Established a predictable,
quantifiable linkage between
employee satisfaction, customer
satisfaction and financial
performance
Linked executive incentive
compensation to satisfaction
targets
Provided store-specific
action plans to several hundred
local store managers
Focused employee development initiatives in those areas that most influenced customer behavior
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