Turning chaos into clarity.
With countless brands under one roof, Johnson Controls needed to streamline their tech. So we helped them simplify.
Schools. Sports arenas. Hospitals. Johnson Controls provides the tech, services and infrastructure to make all kinds of buildings run better. But with so many brands under their umbrella, it got tricky to keep a close eye on customers. Walker helped Johnson Controls simplify and standardize their programs. Now, they can listen more consistently, and they have a better picture of customer loyalty.
Smarter lights. Smarter cameras. Smarter actions.
Our work for Johnson Controls streamlined the company’s customer feedback—and the ways they respond to it.
20 teams. 500 brands. 13 vendors. And a whole lot of data.
New acquisitions and integrations made things pretty complicated for Johnson Controls. They had countless customer feedback systems in place across a massive organization.
So they needed a consistent way to keep an eye on customers.
One story.
One strategy.
Johnson Controls tapped Walker to standardize their CX program. Our first step was streamlining all of their listening onto one platform: Qualtrics®.
We prioritized consistency, accountability and impact—and cleared out confusion and duplicate data.
We also helped Johnson Controls to tap into their largest customers’ feedback, turning it into a visual journey map. With all their touchpoints in mind, Johnson Controls can better understand the people they’re talking to: finding trouble spots in real time, smoothing out friction, and tracking the most satisfying moments on the journey.
Brands surveyed
Business units surveyed
Don’t take our word for it.
“It’s all about putting it into real terms. Given the size of the customers we deal with, if we can transition one or two ‘at-risk’ customers to become ‘truly loyal’ customers, it pays for our whole CX program.”
Measuring the customer mindset.
With the streamlined data, Johnson Controls’ CX team could link their insights to business performance. They used our four-quadrant Loyalty Matrix™ to prove the relationship between attitude, behavior and customer loyalty. Then they could predict how those customers would spend.
More spending by “truly loyal” customers compared with “high risk” customers
Spending decrease from customers who moved from “truly loyal” to “high risk”
Spending increase from “truly loyal” customers
Here’s a few key players.
See more of our work
