There's a customer service disconnect between executive directives and frontline execution.
While many executives talk about the importance of customer loyalty, there is a big disconnect between what CEO’s are saying and what customers are feeling about their companies. Strategic corporate decisions are important, but frontline behavior at each location primarily determines whether a customer has an experience that’s just satisfactory—or one that delights.
At FranklinCovey, we take a unique approach to improve customer experience. Rather than top-down prescriptions driven by corporate data analysts, we advocate for a bottom-up approach powered by the employees on the frontlines.
Driven by frontline accountability for customer service, Enterprise grew from delighting 67% to 80% of customers over ten years.
Let your frontline own the customer experience.
Imagine if every one of your teams or locations delighted 80% or more customers. What would that be worth?
Truly great customer service can only come from holding frontline employees accountable. Empower your teams to discuss ideas, vote on the best ones, and then run thoughtful experiments to tackle customer service issues directly. Use their firsthand insights to help define what a great experience should look like. With great customer experiences comes loyalty that will transform customers into promoters.
Our Net Promoter System (NPS) helps companies:
● Accurately measure customer service for every team.
● Identify your strong and weak frontline leaders.
● Analyze and share feedback in simple, meaningful ways.
● Train and coach leaders how to delight more customers.
Clients typically make 5-10% more of their customers happy within the first three years of our engagement and achieve 7-10 times the ROI.
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Thrive in a customer-driven world.
At FranklinCovey, we help organizations build a winning culture, which is the common denominator among all great companies. Get the culture right, and frontline attitude and behavior will follow.
“We use FranklinCovey to measure customer service in our stores and have been extremely pleased with our results. Our scores have improved significantly and we have seen a strong correlation with delighting customers and sales revenue.”
Home ImprovementRetailer, CEO
What’s Different about FranklinCovey’s Approach?
With over 20 years of measuring and improving the customer experience, our team along with Fred Reichheld, creator of the Net Promoter System, we don’t just gather customer feedback, we help you improve it to grow your business faster.
How We Help
Our Customer Loyalty Practice helps organizations and individuals: