CLIENT VALUE EXAMPLE RETAIL COMPANY The company is thrilled that CFI Group helped them identify an easy, actionable, no-cost way to elevate customer satisfaction and enable them to continue to compete effectively in the home improvement market. CHALLENGE For nearly three decades, a mid-size home improvement company in North America has fended off competition from larger national chains by delivering premier customer service to “mom and pop” shops and older-age consumers within their community. Historically, the company enjoyed relatively high marks in customer satisfaction, particularly among their primary demographic of “Age 55 and over.” By early 2014, however, the company started to worry that their scores were becoming too stagnant. Fearing future loss in market share, the comp

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