Major cable internet provider Xfinity needed a customer-evaluation program focused on optimizing customer experience while also increasing revenue through multiple channels.
We implemented a program that evaluated associate sales behaviors, store environment, and product knowledge across a variety of areas. Our goals included determining key drivers to affect the biggest positive impact on customer satisfaction and sales.
A key focus was measuring and monitoring the implementation of a new sales process that was nearing completion to determine knowledge gaps and where additional coaching and training were required.
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 data 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 touch points, including nontraditional in-store evaluations.
In aggregate, service has steadily improved since the program’s inception, driven by key behavioral drivers identified through the mystery shopping program.
Critical opportunities were identified during the initial benchmark wave and were monitored and targeted for improvement. At the store level, evaluation reports were distributed to the field for immediate and ongoing associate training, coaching, and store-environment improvement.
Quarterly reviews and recommendations continue to identify operational and engagement deficiencies.