Client: 

The client is one of the largest communication and media companies in the United States. 

Challenge: 

The Senior Director of Quality and Performance Management faced the task of identifying barriers preventing a seamless sales-to-service experience for customers.  

The director was responsible for deploying employee and customer engagement programs across 85,000 employees to improve the Net Promoter Score (NPS).  

Analysis showed that customers with lower scores on predicted NPS and four key metrics (effort, reliability, commitment, and value) had a higher propensity to churn, resulting in revenue loss.  

The challenge was to determine what was driving additional contact center volumes and causing decreased satisfaction and churn among both customers and employees. 

Solution: 

eClerx collaborated with the client to develop a comprehensive plan to tackle these challenges. The plan started by aligning objectives, scope, and criteria for the analysis. The team then developed a framework by understanding customer feedback and agent responses and reviewing, analyzing, and categorizing various touchpoints to identify key drivers. The project team developed insights and recommendations to address gaps and enhance the customer experience.  

Due to concerns about the project’s size and scope, a phased approach was adopted, allowing flexibility to refine the methodology and framework based on frequent calibration sessions. This structured approach facilitated ongoing adjustments and improvements, ensuring the effectiveness of the strategy. 

Impact: 

The initiatives resulted in significant improvements: 

• 26% increase in NPS 

• Enhanced customer satisfaction and loyalty 

• Increased conversion rates and sales 

• Reduced customer and employee churn 

The successful implementation bridged data, process, technology, and human interaction, creating a seamless customer experience.  

This case study highlights the importance of a structured and phased approach to improving customer experience, leveraging data analysis, and fostering cross-functional collaboration.