18% jump in sales for an international decorative lightings brand—achieved through an increase in CSAT score

CHALLENGE

A worldwide market leader in decorative lightings wanted to improve their CSAT scores

APPROACH
  • Designed an ideal customer experience journey roadmap for the client.
  • Then we mapped the actual experience with the ideal one, highlighting areas of improvement for the stores
  • Created action plans at outlet level to ensure improvements
IMPACT
  • SOPs which had a direct correlation with CSAT were identified and then these SOPs were improved to a 90% adherence level
  • Increased tagging of best sellers and new arrivals in stores improved sales by 18%
  • Increased customer home visits for suggesting the best lighting solutions improved brand recommendation by 9%
  • Improvement in staff’s knowledge around specific higher end products improved sale by 27%

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A suggested scorecard for Promoters motivated them to impress customers and raise the NPS

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