Customer Service Coaching - A Case Study in Cross-Selling

A recent Customer Service Cross-Selling Initiative deployed at Intuit yielded significant sales revenue growth and efficiencies  While these results reflect a leading player in the b-to-c market for financial and tax preparation products, the approach and methodologies driving the execution of Intuit's customer service strategy are universal to most verticals and target markets.

Results

• Increased customer revenue per household by 18%
• Increased customer loyalty rating by 10 basis points through customer-focused call center cross-selling techniques

Factors Contributing to Success

• Customer Service senior leadership engaged from the beginning
• Master call center coaching best practices were onsite at all four sites and worked one-on-one with team leaders weekly
• Team leaders and Master Coaches were able to describe the dynamic nature of the sales model and customer service coaching by experiencing, firsthand, its use by monitoring customer calls and call center cross-selling training execution