How To Become #1 In Customer Satisfaction

CHALLENGE

A multinational financial services company with a portfolio exceeding $7 billion.

The sky wasn't falling. This bluechip company often beat the competition on reputation alone. Every now and then, it might even lay claim to a #1 satisfaction ranking in its industry. New leadership had a very different vision.

It believed that to thrive in an ever-increasing competitive marketplace - one with major and niche rivals - the company needed to earn #1 satisfaction ranking every year.

 

SOLUTION

The company's steadfast and more than one decade partnership with CCMC yielded remarkable benefits ... Ranked #1 in satisfaction in an annual industry-wide benchmarking study for 9 of the past 11 years.

...and provided all companies possessing similar aspirations with a playbook for customer experience dominance. 

If you want to be #1 in satisfaction...

  1. Measure the customer experience the same way every year, no matter what;
  2. Don't (try to) boil the ocean; focus your improvement efforts on a few things that matter most to your customers;
  3. When it comes to taking action - trust, but verify;
  4. Set your bar high - use achievable but aspirational targets, and
  5. Give everyone accountability for and visibility to satisfaction goals and outcomes.  

 

 

RESULT

Ranked #1 in satisfaction in an annual industry-wide benchmarking study for 9 of the past 11 years.

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