Case Study: U.S. Retail Market boosts likelihood to shop again scores with Arise Virtual Solutions

Big box retailer constructs new learning journey, boosting likelihood to shop again scores by 4 points

U.S. Retail Market worked with Arise Virtual Solutions to improve customer service readiness in a big box retail environment. The challenge was ensuring Service Partners were fully prepared before taking calls, since service knowledge is a key driver of customer satisfaction and positive shopping experiences.

Arise Virtual Solutions implemented a new learning journey using CX curriculum, initial call preparation, post-call debriefing, and ongoing coaching/support resources. The changes increased Service Partner satisfaction by 5 points and improved customers’ Likelihood to Shop Again scores by 4 points, showing measurable gains in both employee confidence and customer loyalty.