Building a Customer-Centric Culture of Excellence with Encore

Since the initiative required an evolution in Encore’s mindset and culture, it needed a strong foundation and continuous focus to embed and sustain those efforts into the DNA of the entire organization. As a result of the nine-month process to develop and activate the new strategy, Encore now has the concept of service excellence embedded in its ways of doing business, from Sales to Operations to HR to Marketing. And the business case derived from our research, linking customer satisfaction to retention and revenue, has ensured continued support and investment from Encore’s Board.

One year post-launch, Encore has already started to realize tangible gains from this new customer-centric culture of excellence. Customer satisfaction scores improved compared to the previous year, and venue partner retention rates also improved. And this drove real bottom-line gains, as revenue grew year-over-year across the business. Internally, team member turnover decreased and live team member training participation increased, as Encore was certified as a Great Place to Work in all 11 countries in which it is eligible.

We are proud that our impactful collaboration with Encore was recognized with the Silver Award for the Best Customer Experience Strategy at the 2024 International Customer Experience Awards (ICXA24).