Case Studies

Financial services company

Performance is created through clear, predictable moves.

Situation:

A large middle market financial services company looked to increase retention rates and broaden customers’ use of its complete portfolio of services.

Approach:

Determined the financial outcomes resulting from increased customer loyalty, and provided guidance on the role of individual service providers in building that loyalty.

Change:

Based on CFI Group’s analysis, the client:

  • Realized retention rate increases of over 5% per year after the recommendations were implemented
  • Dramatically increased use of additional products and services by over 30%
  • Identified the significant role played by the satisfaction of the company’s Service Providers in driving customer retention rates
  • Focused on areas shown to increase customer portfolio usage – confidence in the company, image of the company and affinity with the customer’s Service Provider

 

 

"This company's recognition of the importance of their service providers and the company’s resulting actions designed to educate and empower those providers have been great investments. They have paid off big in terms of customer satisfaction and ROI for shareholders."

- Phil Doriot, Ph.D
Program Director & Partner