Designing for Customer Loyalty

Activating Frontline Employees to Improve Customer Loyalty

Loyalty comes when your #1 differentiator becomes your customer’s #1 priority.

Case Study: T-Mobile

Case Study: T-Mobile T-Mobile’s re-imagined approach to customer care begins at the point of sale.

  • T-Mobile
  • Microsoft
  • Oracle
  • Triton Financial Services
  • Toyota
  • GLTF
  • Customer Service Diagnostics
  • Training, Tools
  • Customer Referral Incentives
  • Business Case/Justifications
  • Higher revenue per customer
  • Lower cost of customer acquisition
  • Improved Mean-Time-to-Resolution (MTTR)
  • Better employee and customer satisfaction and lower attrition