When it comes to innovation, I’ve come to realize that it’s impossible to map out point A to point B. The journey isn’t direct, but rather a meandering path, full of redirections, twists, and turns. I strive to let curiosity drive me every day. I hope to inspire that approach internally as a company and through our partnership with clients. True insight comes from asking questions, sharing information, and challenging each other.
CKE Restaurants Holdings, Inc. has selected Service Management Group (SMG) to measure the customer experience for 3,000 Hardee’s® and Carl’s Jr.® locations in North America. In 2018, the program will expand to include an additional 800 international locations across 41 countries. SMG is a global leader in customer experience (CX) measurement, helping more than 450 brands around the globe to listen, understand and act on feedback and behavioral data.
More and more, successful brands are coming to understand the relationship between employee engagement and customer loyalty. Brands with strong employee engagement better manage turnover, increase customers’ likelihood to recommend and improve comp sales. Not only do customers feel the difference, but in fact there is a direct link between highly engaged employees, highly loyal customers and financial performance.
When it comes to your business strategy, losing customers can be a hard pill to swallow. And implementing a new program often means an invitation for growing pains—but it doesn’t have to. Focusing your efforts in key places can turn your declining visit share around and drive your business in exactly the right direction. A great example of this principle at work lives right here in KC.
Last week at our Client Connect event in London, the meaning of successful partnership was at the front of my mind. Anytime I review our client portfolio with our account teams, our discussion focuses on this question: “What has the client done with our insights?”