C5i
Case Studies
Leveraging a balanced scorecard for performance analysis to identify drivers of financial performance and deliver on brand promise
Overview
Leveraging a balanced scorecard for performance analysis to identify drivers of financial performance and deliver on brand promiseC5i |
Analytics & Modeling - Big Data Analytics Analytics & Modeling - Predictive Analytics | |
Retail | |
Business Operation Sales & Marketing | |
Predictive Quality Analytics | |
Data Science Services | |
Operational Impact
The metrics produced using LiNK provided specific, actionable insights into the relationship between the company’s employees and its customers. | |
A separate report was generated using the LiNK BI reporting platform for each store that included aggregated customer spending data and employee scores at the store level, enabling store managers to see the direct relationship between employee management and store revenues. | |
Based on the results, workshops were held with store managers to drive improvement, while ‘impact-planning’ tool kits were developed to facilitate workshops and train-the-trainer programs. | |
Quantitative Benefit
Customers identified as loyal spent 65% more on charge cards relative to those who were identified as non-loyal; they were also 50% more likely to engage in the loyalty program and were less open to sales and discounts | |
Over a 2-year period, loyalty scores had improved by 16% on the loyalty metric to 26%. There were also clear linkages between store revenue / profitability and employee / customer metrics | |