We employ a data-based approach for evaluating and
improving our processes for creating a customer-focused
culture. We collect data on multiple measures of
customer satisfaction and engagement. For consumers,
we can track brand loyalty, purchase of new products,
brand image, and softer measures like satisfaction.
For retail customers, we collect a great deal of data
informally through our close proximity and relationships
with key customer personnel and formally through
other mechanisms such as customer surveys and
dedicated meetings. Based on this data, we use multiple
methods to make improvements (e.g., accelerated
organizational performance projects, customer excellence