• It was only after a successful pilot that Lendmark decided to implement the AskNicely Frontline Success Platform.
  • Empowering frontline workers leads to significant revenue gains, employee productivity, and customer happiness.

A leader in customer experience software for service businesses, AskNicely, announced that Lendmark Financial Services, a leading provider of household credit and consumer loan solutions, has chosen the AskNicely Frontline Success Platform to enable its employees to offer great customer experience. By opting for AskNicely’s clear, consistent, real-time insights and scalable tools that can track trends, spark coaching conversations, and recognize employees for a job well done, Lendmark has exhibited its dedication to Customer Experience (CX) excellence and its sustained innovation leadership in the consumer finance industry.

Personalized approach for higher CX

Lendmark Financial has over 460 offices in 21 states and is renowned for its customized approach to personal loans, car loans, and retail merchant sales finance services, as well as its competitive fixed rates, speedy approval, and rapid funding – all of these sets it apart from others. Lendmark selected AskNicely due to its commitment to investing in cutting-edge technology to elevate the standard for CX and employee success.

It was only after a successful pilot that Lendmark decided to implement the AskNicely Frontline Success Platform to empower its teams with instant access to feedback from customers, as well as to provide managers with valuable insights across regional locations and branches, all the way down to the individual loan consultants, to facilitate highly effective coaching and employee recognition.

During the trial period of 90 days, Lendmark was able to improve its NPS score at 80% of its sites across the country, gaining an average of 15 points. Since then, 450 locations have used AskNicely’s Frontline Success Platform, and of those, half have seen an improvement of 39 points or more in the net promoter scores that measure their Net Customer Satisfaction (NPS).

Additionally, the most recent study conducted by Metrigy found that forward-thinking businesses such as Lendmark, which engage in empowering frontline workers by means of recognition and targeted coaching, enjoy significant gains in revenue, employee productivity, and customer happiness.

Experts’ Take

“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,” said Ethan Andelman, Chief Marketing Officer, Lendmark Financial.

“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,” said Aaron Ward, Founder, and CEO at AskNicely.