Major General Merchandise Retailer Chain

Telecommunications Optimization
January 31, 2017
Mobile Telecommunications Network
January 31, 2017

Major General Merchandise Retailer Chain

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

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