• Ambulatory Care77 0.0%
  • Consumer Shipping81+1.3%
  • Cooperative Utilities78+2.6%
  • Federal Government68.0+6.4%
  • Hospitals75 0.0%
  • Investor-Owned Utilities75+4.2%
  • Local Government72.5+13.3%
  • Municipal Utilities72+5.9%
  • U.S. Postal Service73 0.0%
Ambulatory Care77 0.0%
Athletic Shoes80+2.6%
Automobiles & Light Vehicles823.8%
Cellular Telephones79+1.3%
Computer Software819.5%
Consumer Shipping81+1.3%
Cooperative Utilities78+2.6%
Credit Unions82.0+1.2%
Department & Discount Stores78+5.4%
Federal Government68.0+6.4%
Fixed-Line Telephone Service70+1.4%
Food Manufacturing83+9.2%
Full-Service Restaurants81-1.2%
Gasoline Service Stations76+1.3%
Health & Personal Care78+6.8%
Health Insurance72.0+4.3%
Hospitals75 0.0%
Internet Investment Services80.0+5.3%
Internet Search Engines & Information76-5.0%
Internet News & Opinion73-1.4%
Internet Retail83+3.8%
Internet Service Providers64+1.6%
Internet Social Media744.2%
Internet Travel Services791.3%
Investor-Owned Utilities75+4.2%
Life Insurance79.0+2.6%
Limited-Service Restaurants79+2.6%
Local Government72.5+13.3%
Household Appliances821.2%
Municipal Utilities72+5.9%
Personal Care & Cleaning Products83+7.8%
Personal Computers781.3%
Property & Casualty Insurance78.0-1.3%
Soft Drinks84+6.3%
Specialty Retail Stores80+3.9%
Subscription Television Service65+3.2%
Telephone service72 0.0%
Televisions & Video Players876.1%
U.S. Postal Service73 0.0%
Wireless Telephone Service71+1.4%

Remarkable Knowledge.
Experience That Matters.

Financial Linkage Case Study


Help the client make the most of its many opportunities to strengthen customer relationships in order to improve long-term profitability.


The client interacts with a large number of customers at many locations in a wide variety of ways. To meet the challenge of (1) understanding the relative value and importance of each facet of its customers’ diverse experiences and (2) devising a way to measure the effectiveness of the client’s efforts at shaping customer behavior, we incorporated a broad array of data sources, everything from sales by store by region to employee behavior and tenure to customer satisfaction (of course).


The findings of this complex study gave the client a comprehensive picture of its multifarious customer interactions. More importantly, it quantified how the quality of different kinds of customer experiences affect customer satisfaction and loyalty and thus future purchases and sales. The client was impressed with the importance of presenting a uniformly excellent experience. Customers highly satisfied across the board spend much more over the following weeks than those less satisfied. The cost of a single negative experience amidst numerous positive ones can cut satisfaction by more than one-half. The single biggest determinant of customer satisfaction turned out to be employee conduct. As a result, the client now works to ensure its employees are active, informed, and ever-helpful by training them to prevent problems from arising and resolve them rapidly if and when they do.

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