Following a competitive tender process conducted in 2018, Performance in People (PiP) was selected as the preferred customer experience agency to help Lexus further develop customer experience and sales performance. Alongside the development of a Europe-wide mystery shopping programme, Lexus integrated a new programme for their contact centres designed to measure and develop customer service behaviours. The programme was integrated with PiP’s proprietary Behavioural Measurement Score® (bms®).
Andy Connelly, Customer Experience Manager at Lexus commented;
“We’ve had a range of measurement programmes within the business previously but PiP’s offering, particularly the insight bms® provides, has given us a deeper understanding of how we can positively affect customer experience across our contact centres. This, coupled with PiP’s emphasis on equipping teams and featured operatives with impactful coaching resources, has aided our relentless drive for industry-leading levels of service excellence.”
Mike Dalloz, CEO at PiP added;
“It has been a real pleasure working with Andy and the team at Lexus. Right from the start, Lexus has embraced a number of our strategies including bms®. Along with providing a platform to measure and develop customer experience, through bms®, we are able to provide Lexus with comprehensive industry benchmarking and detailed reporting around customer service behaviours in contact centre environments.”