In today’s competitive financial services landscape, customer experience (CX) has become the ultimate differentiator. For Lendmark Financial Services, a leading provider of household credit and consumer loan solutions, the path forward is clear: empower employees to deliver exceptional service at every touchpoint. That’s why the company has chosen the AskNicely Frontline Success Platform to transform how its teams engage with customers.
From Pilot to Nationwide Rollout
Lendmark’s decision followed a successful 90-day pilot program. During this trial, the company improved its Net Promoter Score (NPS) at 80% of participating sites, with an average gain of 15 points. Encouraged by these results, Lendmark expanded the platform to 450 locations, where half of the branches have since seen NPS improvements of 39 points or more.
Why Frontline Empowerment Matters
The AskNicely platform provides real-time customer feedback, coaching insights, and recognition tools. This equips managers and loan consultants with actionable data to:
- Spark meaningful coaching conversations
- Recognize and reward employee performance
- Identify trends across regions and branches
- Continuously improve customer satisfaction
As research from Metrigy highlights, organizations that invest in empowering frontline workers see measurable gains in revenue, productivity, and customer happiness.
Voices from the Partnership
- Ethan Andelman, CMO of Lendmark, emphasized that employees embraced AskNicely because it gave them direct access to customer feedback. “As a community-focused, relationship-based business, we value our customers’ recommendations and will use their feedback to spur further growth and stronger relationships,” he said.
- Aaron Ward, CEO of AskNicely, noted that CX is a vital brand differentiator. “With AskNicely at their fingertips, Lendmark’s loan consultants have the tools to improve customer experience, employee engagement, and revenue growth,” he added.
A Model for the Industry
Lendmark’s adoption of AskNicely underscores a broader trend: CX excellence is no longer just about technology—it’s about empowering people. By giving frontline employees the tools to succeed, organizations can build stronger customer relationships and drive sustainable growth.
