Major General Merchandise Retailer Chain Case Study SITUATION A national chain of U.S. retail stores was closing stores and cutting jobs. It turned to CFI Group for direction on how to increase customer loyalty, regain market share and drive shareholder value. APPROACH Identifed employee behaviors and operational processes that have the greatest influence on customer experiences and purchase behavior. CHANGE Based on CFI Group’s analysis, the client: Increased stock price by over 300% over a four-year period Established a predictable, quantifiable linkage between employee satisfaction, customer satisfaction and financial performance Linked executive incentive compensation to satisfaction targets Provided store-spec

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