A famous high street retailer had lost its way with regard to its customer service. Bureaucracy, hierarchy, business complexity and a profit-driven strategy had turned the business against their most important people – their customers.
Working nationally, we introduced a comprehensive customer service programme which re-engaged the business with its customers from shop floor to board room. As a result the customer service index increased, equating to an uplift in sales of £153 million. There was also a 0.2% rise in customer satisfaction, 5% rise in employee satisfaction and 3% increase in stock availability.