Growing key account success for global service provider

Challenge

Faced with declining NPS levels, high customer churn rates, and limited insights from their existing key account NPS study, our client tackled a complex set of challenges. The firm needed comprehensive transformation to reverse declining trends, enhance customer loyalty, and bolster market competitiveness.

Action

• We designed and delivered a new CSAT survey and helped the team identify top account decision-makers, influencers, and users
• We shared insightful learnings and recognized star performers to empower behavior change
• We helped the firm close the loop in implementing targeted actions to actively improve customer sentiment

Impact

For nine years we’ve harnessed the power of deep customer insight to drive meaningful change, increasing loyalty and growth across key accounts. We’ve managed a continuous improvement program and developed a valuable resource of case studies. NPS (Net Promotor Score) has nearly doubled since the start of our collaboration.

• Engaged internal reams with actionable insight from each study, dramatically improving reputation in 90 key accounts in the program
• x200% NPS improvement
• Developed 110 case studies over four years