A national chain of U.S. retail stores was closing stores and cutting jobs. It turned to CFI Group for direction on how to increase customer loyalty, regain market share, and drive shareholder value. CFI Group helped our client identify employee behaviors and operational processes that have the greatest influence on customer experiences and purchase behavior.
Based on CFI Group’s analysis, the client:
- Increased stock price by over 300% over a four-year period
- Established a predictable, quantifiable linkage between employee satisfaction, customer satisfaction and financial performance
- Linked executive incentive compensation to satisfaction targets
- Provided store-specific action plans to several hundred local store managers
- Focused employee development initiatives in those areas that most influenced customer behavior
Other Resources
- Date
- January 29, 2019
center Download PDF https://cdncom.cfigroup.com/wp-content/uploads/CFI-PBGC-case-study.pdf icon-download left #45546d #45546d Description ABOUT PBGC The Pension Benefit Guaranty Corporation (PBGC) protects the retirement incomes of nearly 37 million American […]- Date
- May 18, 2018
center Description ABOUT CSBG AND OCS The Community Services Block Grant (CSBG) is a federal anti-poverty grant that funds the operations of a state-administered network of […]- Date
- July 21, 2017
center Download PDF https://cdncom.cfigroup.com/wp-content/uploads/CFI-university-case-study.pdf icon-download left #45546d #45546d Description ABOUT THE CLIENT The CFI Group has the privilege of working with a major state university center […]- Date
- March 27, 2017
center Description The Building Science Branch of the Federal Emergency Management Agency (FEMA) has an important mission—to reduce loss of life and property by creating disaster-resilient […]
