Case Study: Home Furnishings Retailer boosts customer satisfaction and sales with Market Force

Home Furnishings Retailer - Customer Case Study

A home furnishings retailer faced the challenge of inconsistent customer experiences and flat performance scores following the Great Recession. They needed to identify the specific behaviors that drove customer loyalty and sales growth. To answer these questions, the retailer turned to vendor Market Force Information for a comprehensive customer experience measurement program, utilizing their KnowledgeForce technology platform.

Market Force implemented a program involving mystery shops, customer surveys, and panel research to gather data. This allowed them to create a predictive model that identified six key "helpful acts" for staff to perform. The retailer then launched the "Show What You Know" training program to focus on these behaviors. As a result, the execution of these helpful acts increased by 31%, leading to a 6% rise in customer satisfaction, a 3% increase in sales, and a 36% improvement in customer loyalty.