As we celebrate our seventh annual Customer Experience (CX) Day on October 1, 2024, we are excited to reflect on the strides we have made in the last year. At Milrose, our unwavering commitment to nurturing customer relationships has been the cornerstone of our success, and this year, we’re proud to celebrate a variety of achievements that underscore our dedication to delivering exceptional client experience.   

A Year of Growth and Improvement 

Over the past 12 months, we have prioritized improving our customer experience across every touchpoint—from engagement and onboarding to project execution and billing.  One of our standout achievements has been significantly enhancing our clients' experience with our services, which led to a 10% increase in our Net Promoter Score (NPS), rising from 46 to 56. This improvement reflects our team's tireless efforts to boost customer satisfaction and loyalty. 

Here are a few interesting facts about NPS: 

• NPS can range from -100 to 100. A score above zero means more promoters than detractors, while a negative score indicates the opposite. 

• NPS is a leading indicator of future growth. A higher score reflects a strong base of advocates, which often results in lower customer acquisition costs and a more successful customer success team. 

• NPS scores vary across industries, so it’s an important tool for benchmarking. Knowing the industry average helps put your score in context. 

• NPS was created in 2003 by Fred Reichheld, a partner at Bain & Company, to measure how well an organization treats its customers. 

We are particularly proud of our expanding family of companies. Over the last four years, we’ve acquired 8 companies, each bringing their own strengths and expertise. This growth has allowed us to build even more robust solutions for our clients, propelling us into a bright and promising future together. 

Leveraging Technology for Transparent Project Management 

One of our key differentiators is the way we utilize technology to elevate the client experience. By leveraging our technology stack, we provide clients with detailed, realistic review timelines for jurisdictions across the United States. This transparency, combined with our project management tools, gives clients visibility into every stage of their project. 

From individual projects to phased renovations and multi-site rollouts, our platform enables real-time updates, trend tracking, and weekly progress reviews. This system is supported by decades of data, allowing us to offer our clients a Project Roadmap that’s both detailed and actionable, reducing guesswork and ensuring on-time delivery. 

Investing in Human Capital and Culture 

Our commitment to a superior client experience extends beyond technology—our people are at the heart of everything we do. This year, we’ve implemented several initiatives aimed at supporting our employee experience and fostering a culture of collaboration and growth, including: 

• Launching an anonymous internal engagement survey to collect employee feedback 

• Formalizing a performance management program to set and track clear goals and recognize achievements 

• Streamlining learning and development to be more self-directed and timelier 

Our annual anonymous survey allows us to take targeted actions by department and team, to take action around factors that will most strongly improve employee engagement. 

The Power of Customer Feedback 

At Milrose, we believe that customer feedback is crucial to our success. In 2017, we launched our Voice of the Customer (VoC) program, which has evolved into a vital tool for understanding and improving our customer experience.  We are actively integrating all acquired companies into our program, gathering insights from every area to drive ongoing improvement.  

Watch this brief video featuring insights from our leadership team on how we’re dedicated to enhancing the customer experience and building strong client relationships. You’ll also hear some heartfelt testimonials from our clients, showcasing the value we bring and the trust they place in our partnership. These stories reflect our commitment to creating positive, lasting client interactions every day. 

 

What’s Next? 

As we celebrate CX Day 2024, we remain focused on delivering expertise, innovative problem-solving, and professionalism in everything we do. We’re continuously gathering feedback to ensure that our clients' experiences with us are seamless and rewarding. 

We would like to take this opportunity to thank our hardworking team and loyal clients for making these accomplishments possible. We look forward to many more years of collaboration and shared success. 

Happy CX Day 2024!