Salted Beauty

A prominent fragrance brand aimed to deepen its understanding of customer preferences and experiences, particularly focusing on the popularity of its three fragrances. The objective was to implement a Net Promoter Score (NPS) feedback channel that would provide valuable insights into customer preferences and enable quick action on negative feedback.

Our
Challenge

The brand needed to understand customer preferences regarding their three fragrance offerings and establish a feedback system to quickly address and rectify any negative customer experiences. Additionally, they sought to enhance overall customer experience and satisfaction levels. The absence of clear, structured feedback mechanisms hindered their ability to gain actionable insights and promptly improve customer satisfaction.

Solution

How we achived great results

Zenloop Platform Integration

Implemented tailored NPS (Net Promoter Score) surveys using the Zenloop platform to gather focused feedback on each fragrance and customer service experience.

Automated Feedback Processing

Set up automated labeling and routing of NPS responses to relevant departments, ensuring immediate attention to identified issues.

C-Level Feedback Channels

Created direct feedback channels for C-level executives via Slack to keep them informed about customer sentiments and facilitate swift decision-making.

Results

The implementation of these solutions resulted in a robust feedback system that provided clear insights into customer preferences through NPS scores, allowing for immediate action on negative feedback. This led to the discontinuation of one of the fragrances based on customer input, improved customer support through swift grievance resolution, and deeper C-level engagement with customer feedback. Overall, customer satisfaction saw a marked improvement, with refined communication strategies on the brand's website and customer support channels. The Zenloop project significantly enhanced the brand's customer experience strategy, setting the stage for future initiatives that prioritize and address customer needs and preferences.