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Case Studies

1) Using Voice of the Customer Feedback to Increase Revenues
Fast Casual Dining Chain
The Challenge: "Proving" to skeptical franchisees that real-time customer satisfaction feedback and voice of the customer programs provide a positive ROI (return on investment) at the store level.
2) Increasing Cross-Sales and Sales of Add-On Products
Hair Salons
The Challenge: How to improve cross-sales and sales of ancillary add-on products.
3) Maximizing First Call Resolution
Telecommunications Company
The Challenge: How to reduce the amount of times a customer calls in for service regarding the same issue. (First Call Resolution)
4) Increasing Market Basket Size
Retailer
The Challenge: Increase average purchase price without sacrificing margins.
5) Improving Image, Menu, and Food Quality
Casual Dining Restaurant
The Challenge: Improving a themed restaurant's image, menu, and food quality.
6) Store Improvement (Product and Service)
Hair Salons
The Challenge: Improving Store Product and Service results, leading to improved profits and customer loyalty
7) Changing Strategy and Menu to Match Customer Expectations
Private Club and Fine Dining Chain
The Challenge: An experienced restaurant management group was unaware that their delivery was not matching customer expectations in a joint-use, restaurant-club location.
8) Empowering Front-Line Associates
Multiple Clients
The Challenge: Employees. How to motivate them? How to empower? How to remove Senior Management's 'babysitting' role?
9) Operational Training using Customer Feedback
Fine Dining Restaurant Chain
The Challenge: Our client was unaware of multiple poor practices being employed by restaurant wait staff.
10) Reducing Customer Churn
Call Center – Cable TV
The Challenge: Connect with, and retain customers who have had a poor service experience and are at a high risk of defecting.
11) New Product Research and Introduction
Quick Serve Restaurant Chain
The Challenge: From well-defined customer trials, determine customer reaction to new product offerings
12) Improving Customer Retention and Value Perception Using Customer Feedback From Automated Surveys
Home Services
The Challenge: Improving value perception and keeping 'price' from being the customer's primary purchase motivator.
13) Immediate Service Recovery and Operational Training Using Voice of the Customer
Hair Salons
The Challenge: Our client was unaware of multiple poor practices being employed by Hair Stylists.
14) Acquiring Detailed and Actionable Information from Patients
Hospitals and Clinics
The Challenge: Providing a hospital chain detailed and actionable information about specific medical professionals and specific departments in individual hospitals and clinics.
15) "Do Not Call" Legislation and Gathering Customer Feedback
Multiple Clients, Multiple Industries
The Challenge: Obtaining direct customer feedback in light of the current 'Do not call' list and anti-intrusive surveying sentiment.