PROVIDER OF SOME OF THE LARGEST CUSTOMER EXPERIENCE FEEDBACK PROGRAMS IN AUSTRALIA, WE DESIGN AWARD-
WINNING PROGRAMS WITH YOU, FOR YOU.
Evolve is a leader in Customer Experience research, running programs for some of Australia’s largest and most successful brands. Our Evolved CXP platform is an innovative and flexible solution that spans the breadth of customer channels and enables millions of Australians to have a voice every year.
CUSTOMER EXPERIENCE BENEFITS:
Customer retention and engagement
Deepening relationships, saving relationships
Bringing the voice of the customer to life for management and front line teams
Extract meaning from unstructured text to uncover patterns and themes for customers
Front line staff coaching to improve customer interactions
Evolve helps a major Australian retailer place customer feedback at the heart of their business.
TYPE: B2C | METHOD: ONLINE QUANTITATIVE | CATEGORY: RETAIL
Back in 2010 our client, one of Australia’s best known retail brands, identified a need to become a more custom centric organisation.
Historically, our client had limited visibility of their customers shopping experiences and recognised the need for a totally new approach to learning from the millions of customers visiting their store each week.
Evolve was tasked with building the organisation’s shopper insights program from the ground up, around the objective of continuously understanding and learning from everyday customer experiences.
Evolve conceived and implemented a ground breaking solution using our unique customer experience technology platform. We combined the latest survey data collection technologies and sampling tools with advanced text mining and push reporting capabilities in a cost and time effective manner.
Seven years on, this multi award-winning program continues to innovate to meet the organisation’s needs. The data generated is actively used in decision making by more than 2,500 internal users each week and the program has been expanded to the retailer’s subsidiary brands.
Most importantly, by adopting this program the organisation has achieved its objective of becoming truly customer centric and has outperformed its category over an extended period as a result. You can read more here Supplier of the Year