Growing key account success for global service provider

Challenge

For nine years, we have worked with a global service provider*, gathering deep customer insight and transforming this into action to increase loyalty and growth across key accounts. We have designed and implemented it’s key account CSAT (customer satisfaction) survey and managed a continuous improvement program. And we’ve developed a valuable resource of case studies. NPS (Net Promoter Score) has nearly doubled since we started.

Situation

• Falling NPS levels
• High customer churn
• Limited insight from existing key account NPS study

Action

• We designed and delivered a new CSAT survey, then helped the team identify top account decision-makers, influencers, and users
• We continually align communications, presenting results and insights twice a year to all employees and leaders, and also to customers to inspire advocacy
• Empowered behavior change by sharing insightful learnings, recognizing star performers, and helping the client close the loop in implementing targeted actions to actively improve customer sentiment.

Impact

• Engaged internal teams with actionable insight from each study, inspiring action to dramatically improve company’s reputation in key accounts
• 90 accounts in the program
• x200% NPS improvement
• 110 case studies developed over four years

*We take our clients' confidentiality seriously. While we've changed their names, the results are real.