American Residential Services

Growing a leading national brand

Challenge

American Residential Services (ARS) was poised to expand into a national brand, but realized that this would require greater consistency and predictability in both their customer and employee experiences.

Today we became a better company.

Ken Peterson, Sevior Vice President of HR

Solution

We worked with American Residential Services to:

  • Map the Customer Journey and identify Loyalty Drivers, Moments of Truth and Frontline Behaviors
  • Develop a new Brand Promise, Experience Theme and Service Blueprints to guide execution
  • Implement an organization-wide change effort, starting with Communications and followed by Leadership Alignment, Frontline Behaviors, Recognition and VOC Measurement

Results

NPS has improved by over 20 points; Customer Retention and Average Sales Order have both followed suit, and the company has partnered with Google to expand its product line into Smart Home Products.

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