Improved Customer Loyalty for Major Travel and Lifestyle Services Organization through Business Insights

A world leader in travel services uses both quality monitoring and business process tracking to measure and improve their customer experience.
The company engaged Northridge to analyze both quantitative and qualitative information to identify process and agent performance improvement opportunities.
Specific behavioral recommendations, qualitative and quantitative information and coaching led to an increase in both agent performance and ultimately customer loyalty.

Correlation analysis of monitoring scores to customer loyalty scores captured several key pieces of information, including:
- Business process opportunities, such as root call analysis and problem resolution.
- Leveraging a consultative sales approach for a better CX and enhanced sales opportunities
- Agent performance (e.g., customer engagement, customer loyalty and identifies needs).
Recommendations for business process and performance improvements, such as:
- Uncovering value-added service opportunities to enhance the CX.
- Training agents to more effectively identify customer needs and provide appropriate solutions through questioning.

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