We trained every employee nationwide on the principles of creating exceptional customer experiences. How to create loyal customers that would buy more and proactively refer others.
Trained every leader, starting with the board, selling a multi-year customer loyalty and change management process.
I personally met with the board to lay out the strategic plan which was approved. (See Ferguson Board Meeting/CEO Story!!) Over three years we trained every employee that transformed their process inside out.
Each and every function went through a radical transformation and the service delivery process was simplified, enabling them to have dramatic levels of growth while simultaneously improving their customer loyalty.
Methodology - Combination of consulting, training, and web-based modules.