Building a Powerful Customer Experience through Data
Improvement of NPS Score to "Gold Standard" of over 80%
50% decrease in customer problems
In business for more than 70 years, this client designs, manufactures and sells equipment through their distributor network. They are a major industry player and have close to 90 locations in the US.
The industry is a mature market. Retaining current customers and taking market share from the competition are the primary ways to grow. They had always taken a customer-centric approach, but didn't have the data they needed to make strong decisions about how to gain more customers.