Local to global: How Shell tested market-level changes to make worldwide improvements
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Small strategic shifts to your customer experience management program can have a big impact
When Shell noticed declining response rates across international markets, they knew they needed to hear from a broader customer base—not just brand loyalists—to make the proper adjustments. The brand turned to Service Management Group, its longtime CX partner, to better understand what tactics could be leveraged to set a foundation for change and reinvigorate their program.
Download the case study to learn how the Shell team:
- Used location-level feedback + SMG's proprietary research to identify 4 key areas for improvement
- Created localized solutions in test markets before successfully applying to its global program
- Made a huge impact on survey response + completion rates, in addition to an increase in OSAT score