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Case Study: Bose

CHALLENGE

A national high-end retailer asked Second To None to help it improve the personalized Customer Experience in-store and in its call center. Operating more than 500 locations – 125 company-owned, this retailer sought to strengthen employee training programs and increase customer satisfaction ratings and engagement.

OBJECTIVES

  • Capture and assess the responses of employees in Bpse direct-to-consumer channels to consumers inquiring about the pricing of Bose products.

APPROACH

Voice of the Customer:
Measure the Bose Customer Experience across call centers and in-store

 

Analytics and Reporting:
Custom reporting and data analytics solutions such as key drivers, customer experience mapping and sales linkage analysis in Second To None’s robust cloud-based console.

Brand Audits:
Second To None aligned Bose’s brand strategy with customer’s interactions with call centers and in-store.

SOLUTION

Using a demographically diverse group of auditors, Second To None designed a program including mystery shops and brand audits that evaluated both the in-store and call center experiences. Multiple scenarios were employed to help managers focus on specialized product knowledge and the ability of the employee to tailor that knowledge to the customer interaction.

RESULTS

Meaningful results began to show after only six months. Integrated data from existing satisfaction programs and from our mystery shopping/auditing program highlighted employee training opportunities that led to a measurable increase in employee product knowledge. Over a three-year period, when combined with improving customer satisfaction scores at the call centers, this retailer improved conversions 14 percentage points.

  • We firmly believe in the importance of customer service as a competitive differentiator.  The customer experience insights provided by Second To None to our retail banking locations have been invaluable in measuring strengths and highlighting opportunities for our associates to continue improving the customer experience.

    W. N. Sr. VP, Customer Experience

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