customer-experience Case Study

Focusing Only On Customer Recovery Could Lead to the Wrong Priorities in CX – Make the 90% Count

The Situation

Person speaks while looking at a laptop

The Challenge

Approach + Solution

While they were measuring the quality of individual touchpoints, they did not understand the impact of these experiences on the entire business.

We designed a survey to assess overall customer perceptions about their brand and tie measures to strategic objectives. We then integrated their transactional and strategic measures in a model that determined the impact of each transaction on key drivers of the overall experience. The model also assessed how the evaluation of a key driver then influenced brand and business outcomes.


Incorporating a strategic relationship study in their measurement program allowed the client to see what was most important to the entire customer relationship.

They began allocating resources based on what would achieve the greatest customer impact and unified employees across business lines to better serve. This significantly improved the customer experience, creating bottom-line improvements across functional areas.

Final Word

Identifying which groups are super loyal advocates, which have up-sell potential, and which are at risk creates clear action plans for all employees across the business and focuses on all customers, not just those who require recovery.
Our retention rates and lengths of engagement reflect our unwavering focus on surprising and delighting each and every customer, each and every time.