EYE on RETAIL: SelectBlinds looks to transform customer experience
Chandler, Ariz.-based SelectBlinds, which sells custom blinds and shades and related products via its e-commerce site and mobile app, is seeking to drive transformational change in its customer experience.
The retailer is deploying the Medallia customer experience platform across its enterprise.
Leveraging Medallia technology, SelectBlinds will be able to upgrade how its provides customer experience across areas of its enterprise including on-site operations, digital, contact center, human resources, sales and marketing, product development, and market research, while also bringing them all together.
"Our partnership with Medallia will help us ensure every customer interaction upholds the high standards of service we have set for ourselves,” said Simas Tamosaitis, director of customer care, SelectBlinds. “Through continuous customer feedback, we look forward to celebrating every success story and correcting any mistakes we make along the way. Happy customers won't happen by chance, they will come from the commitment SelectBlinds has made to provide the best experience in the industry."
“We are thrilled to work more closely with SelectBlinds and help them deliver world-class experiences,” said Gabe Benavides, executive VP of sales, Medallia. “With customers and employees engaging in new ways, leading organizations recognize that experience has become a critical foundation for business success. To stay ahead of changing market conditions and rising expectations, brands must understand their customers and employees across every touchpoint and act quickly to deliver exceptional experiences.”
The Container Store organizes customer data for analysis
The Container Store is taking a data-driven approach to understanding its customers’ complete omnichannel journey. The leading organization and storage products retailer utilizes the Medallia Experience Cloud artificial intelligence-based CRM platform to transform its approach to customer experience.
Faced with rapidly changing customer needs, The Container Store implemented the Medallia solution to collect customer feedback to improve daily omnichannel operations, both by offering better customer experiences, and more effectively engaging employees. Retail chains including Dick’s Sporting Goods and Canadian Tire are also leveraging Medallia Experience Cloud to monitor and analyze customer experience in real time.
In addition, leading meal kit provider HelloFresh recently began implementing the Medallia Contact Center suite in an effort to better understand and manage structured and unstructured customer service data. As part of this effort, HelloFresh is automating its quality assurance processes and turning customer insights into actionable data, with the goal of improving the contact center experience for both customers and agents.
(This article originally appeared on HBSDealer's partner site ChainStoreAge.com.)