Case Studies
JLM Consultants, LLC
Global Wireless Carrier
Objective: Create an effective enterprise-wide baseline and ongoing customer satisfaction
and loyalty tracking program.
Challenge: Obtain buy-in from key stakeholders across multiple divisions.
Approach: Conducted a 360° review of the sales and service operations; obtained buy-in from
the key stakeholders.
Solution: Designed and fielded a two-phase enterprise-wide measurement program:
A Major Health Advocacy Association
Objective: Create an effective member satisfaction and loyalty annual survey.
Challenge: Current omnibus annual survey had not yielded the data to meet the association’s
objectives.
Approach: Assessed the current annual omnibus member survey questionnaire and
conducted secondary analysis of previous survey data set ant rating scales, questions that
were really three questions rolled into one.
Solution: Designed a member satisfaction and loyalty survey that delivered actionable and
quantifiable data.
A Major Japanese Automotive Financial Services Company:
Objectives: Create an effective customer satisfaction and loyalty tracking program.
Challenge: Prior system failed to produce significant benefits.
Approach: Data captured is too general, not translated into improvement goals.
Solution: Tailored surveys to customer segments. Establish a customer satisfaction index (CSI)
Objective: Create an effective enterprise-wide baseline and ongoing customer satisfaction
and loyalty tracking program.
Challenge: Obtain buy-in from key stakeholders across multiple divisions.
Approach: Conducted a 360° review of the sales and service operations; obtained buy-in from
the key stakeholders.
Solution: Designed and fielded a two-phase enterprise-wide measurement program:
- Fielded a series of comprehensive baseline satisfaction and loyalty surveys to
individual and commercial customers - Identified key drivers of customer satisfaction, dissatisfaction, and loyalty
- Quantified the Return of Investment (ROI) of multiple contact centers
- Quantified the impact of poor sales and service delivery on the bottom line
- Designed/ implemented a comprehensive ongoing satisfaction and loyalty
measurement program for sales and service delivery
A Major Health Advocacy Association
Objective: Create an effective member satisfaction and loyalty annual survey.
Challenge: Current omnibus annual survey had not yielded the data to meet the association’s
objectives.
Approach: Assessed the current annual omnibus member survey questionnaire and
conducted secondary analysis of previous survey data set ant rating scales, questions that
were really three questions rolled into one.
Solution: Designed a member satisfaction and loyalty survey that delivered actionable and
quantifiable data.
A Major Japanese Automotive Financial Services Company:
Objectives: Create an effective customer satisfaction and loyalty tracking program.
Challenge: Prior system failed to produce significant benefits.
Approach: Data captured is too general, not translated into improvement goals.
Solution: Tailored surveys to customer segments. Establish a customer satisfaction index (CSI)
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| We are specialist in contact center management; contact center & customer experience consulting; project management; and VOC consulting and measurement programs. |