customer-experience Case Study

Make CX Tactical for Everyone in the Organization From the Front-line to the C-Suite

The Situation

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The Challenge

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Approach + Solution

Phoenix proposed a long-term, ongoing survey research program that would provide all levels of the organization with metrics on the customer experience.

The solution was designed to be woven into the fabric of operations as the property (and new additions) positioned itself for future success.

We used a dual methodology to collect feedback weekly and delivered both quantitative and qualitative results through an online reporting platform. We also customized user’s access, alerts, dashboards, and the reporting package to align with responsibility within the organization.

Results

The client immediately found they got a more complete view of the customer experience.

They were able to eliminate opinions and focus on facts reported in real-time. They also found they could engage teams, from the most senior member all the way to those just joining the organization, in taking the customer seriously and using the Phoenix solution to improve experiences.

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Final Word

A robust CX tactical program will engage all levels within the organization and put the customer at the center of decision-making.
Our retention rates and lengths of engagement reflect our unwavering focus on surprising and delighting each and every customer, each and every time.
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