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Case Study: National Cable & Internet Provider

CHALLENGE

Major cable internet provider needed a customer evaluation program focused on optimal Customer Experience while also increasing revenue through multiple channels.

OBJECTIVES

  • To evaluate associate sales behaviors, store environment and product knowledge across multiple channels where services and products were being presented and sold.

 

  • To determine key drivers that will have the biggest impact on improving customer satisfaction and increasing sales.
  • Associate training on a new sales process was nearing completion and needed to be measured and monitored to provide direction on where additional coaching and training was required.

 

  • As new products/product enhancements continued to roll out and as associate product training was completed, associate product knowledge needed to be measured to provide direction on where additional coaching and training was required.

APPROACH

Product Knowledge and Sales Evaluations:
Measure the Customer Experience across multiple retail channels, including call centers and in-store.

 

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

End-to-end Customized Solution Design:
Second To None developed a customized solution to track and analyze Customer Experience over multiple touchpoints including non-traditional in-store evaluations.

SOLUTION

A mystery shop program was designed to evaluate the sales behavior, store environment and product knowledge across multiple changes and different retail environments. Second To None executed an initial benchmark wave which identified critical opportunities to be monitored and targeted for improvement. Using a demographically diverse group of auditors, Second To None completed mystery shops that evaluated both the in-store, on-line and call center experiences. Multiple scenarios were employed to focus on specialized product knowledge and the ability of the associates to tailor that knowledge to each customer interaction.

RESULTS

Critical opportunities identified during the initial benchmark wave were monitored and targeted for improvement. At the store level, evaluation reports were distributed to the field for immediate and on-going associate training, coaching and store environment improvement. Quarterly reviews and recommendations continue to identify operational and engagement deficiencies. In aggregate, service has steadily improved since program inception, driven by key behavioral drivers identified through the mystery shop program.
  • From a corporate perspective, the STN program has been exceptionally helpful in determining where we excel and in which markets we need to focus on service delivery. Second To None gives pointed and specific insights our leadership team uses to focus improvement efforts. Without this, we would not have identified and resolved internal customer service needs. Our company now sees sustained customer service quality nationally rather than in specific markets.

    Sr. VP, Operations

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