Case Study: Mathis Brothers Furniture Co. achieves stronger customer satisfaction and leadership capability with Development Dimensions International

Mathis Brothers Furniture - Customer Case Study

Mathis Brothers Furniture Co., a major independent furniture retailer, wanted to strengthen customer focus and prepare a stronger bench of leaders as customer expectations and online reputation pressures increased. To address this, the company worked with Development Dimensions International (DDI), using customized Service Plus® customer-service training and DDI tools such as Success ProfilesSM and Interaction Management®.

Development Dimensions International (DDI) helped Mathis Brothers create the Mathis Brothers Leadership Journey, a yearlong leadership program with eight half-day classes, coaching tools, and on-the-job application support. The results included improved sales, a sustained 95% customer-satisfaction rating, and a 10% increase in employee engagement, while employees also became better at turning dissatisfied customers into satisfied ones.

Mathis Brothers Furniture Co.

Rit Mathis

Company Spokesman