IMPROVEMENT IN CUSTOMER SATISFACTION FROM 69 % TO 78 %

The Client's Need

A Fortune 100 client had an outstanding reputation for offering customized service. However the challenge was to ensure the consistency in C-SAT Trends.Instead of a technological solution, CLD coached the client to turn towards a people performance solution.

CLD's Intervention

CLD supported the team in mapping the vision, mission, and objectives. Our implementation road mapping process guided leaders in planning the Behavior Skill Set they would deploy to achieve the set target. The roadmap also helped relook at roles of leaders and select initiatives on which to focus.

CLD also provided leadership development-360° assessments, training, and 1:1 coaching.

The CLD Impact

CLD helped the client not only sustain high customer satisfaction, but improve it.

CSAT improved for the group from 69% to 75% to 78% in Feb and March 08.

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