AskNicely, a leader in customer experience software for service businesses, today announced that Lendmark Financial Services, a leading provider of household credit and consumer loan solutions serving more than 400,000 customers a year, has selected the AskNicely Frontline Success Platform to empower its workers to deliver exceptional customer experience. By choosing this platform’s clear, consistent, real-time insights and scalable tools to track trends, spark coaching conversations and recognize employees for a job well done, Lendmark demonstrates its commitment to customer experience (CX) excellence and continued leadership as an innovator in the consumer finance space.
Lendmark Financial, with more than 460 branches across 21 states, is renowned for its personalized approach to individual loans, automobile loans and retail merchant sales finance services, as well as its competitive fixed rates, quick approval and instant funding—all of which set it apart from other lending services. Focused on investing in the most advanced technology to raise the bar higher in CX and employee success, Lendmark chose AskNicely after trying several leading applications on the market. After a successful pilot, Lendmark implemented the AskNicely Frontline Success Platform to give its teams instant access to customer feedback and provide managers with valuable insights across regional locations and branches and down to the individual loan consultants to enable highly effective coaching and employee recognition.
“Implementing a new program or technology into a large business with hundreds of branches can often be met with resistance, yet the opposite has been true with the AskNicely implementation,” said Lendmark Financial Chief Marketing Officer Ethan Andelman. “We tried other CX solutions, but our employees embraced AskNicely for its ability to provide customer feedback. As a community-focused, relationship-based business, Lendmark values our customers’ recommendations, and we will use their feedback to spur further company growth and even better customer relations.”
During a 90-day pilot period, Lendmark increased their NPS score at 80% of its nationwide locations with an average gain of 15 points. Since then, 450 branches now use AskNicely’s Frontline Success Platform, with 50% experiencing an average increase of 39 points to their net promoter scores (NPS). Moreover, according to the latest research by Metrigy, innovative companies like Lendmark that invest in closing frontline feedback loops and empowering frontline teams through recognition and personalized coaching see dramatic increases in revenue, employee efficiency and customer satisfaction.
“We are thrilled to see Lendmark succeed, and we are also delighted to witness their confident, motivated and empowered frontline teams deliver awesome experiences to customers,” said AskNicely Founder and CEO Aaron Ward.
“We are thrilled to see Lendmark succeed, and we are also delighted to witness their confident, motivated and empowered frontline teams deliver awesome experiences to customers,” said AskNicely Founder and CEO Aaron Ward. “Customer experience is a vital brand differentiator, especially for companies like Lendmark. And with the AskNicely platform at their fingertips, loan consultants have instant access to the feedback, coaching and recognition they need to improve the customer’s experience. We are eager to watch Lendmark’s future success as they continue making strides in customer satisfaction, employee engagement and revenue growth.”
About Lendmark Financial Services
Lendmark Financial Services provides personal and household credit and loan solutions to consumers. Founded in 1996, Lendmark strives to be the lender, employer, and partner of choice by protecting household wealth, offering stability and helping consumers meet both planned and unplanned life events through affordable loan offerings. Today, Lendmark operates more than 460 branches in 21 states across the country, providing personalized services to customers and retail business partners with every transaction. Lendmark is headquartered in Lawrenceville, Ga. For more information, visit www.lendmark.info.
About AskNicely
Founded in 2014, AskNicely is the Frontline Success platform pioneer, connecting the dots between employee experience, customer experience, and revenue growth for service businesses. The industry-leading mobile technology platform delivers personalized coaching and motivation for frontline workers powered by real-time customer feedback and eliminates the need for layers of middle management. AskNicely services over 1,300 companies worldwide and has offices in the United States, New Zealand, and the Netherlands. For more information, visit www.asknicely.com.