Case Study: National Chain of U.S. Retail Stores achieves 300% stock-price gain and renewed customer loyalty with CFI Group

National Chain of U.S. Retail Store - Customer Case Study

The National Chain of U.S. Retail Store was facing store closures and job cuts and engaged CFI Group to reverse declining customer loyalty, regain market share and drive shareholder value. CFI Group applied its customer feedback analytics platform grounded in the American Customer Satisfaction Index (ACSI) methodology to identify the employee behaviors and operational processes that most influence customer experience and purchase behavior.

CFI Group delivered analysis-driven, store-specific action plans to several hundred local managers, linked executive incentive compensation to satisfaction targets, and focused employee development on the behaviors that most affect customers. As a result of CFI Group’s work, the client established a measurable linkage between employee satisfaction, customer satisfaction and financial performance and achieved a stock price increase of over 300% during a four-year period.