Electrolux + Qualtrics
Electrolux + Qualtrics
Optimising experiences for 1-second attention spans
In the race to deliver low-carbon energy solutions, the agile way of working in Engie’s Belgian Marketing & Sales entity is helping the organisation stay ahead of competitors. But to feed that constant iteration and growth, the company has an enormous appetite for fast, actionable customer feedback. That’s where the company’s market research centre of expertise comes in. It’s integrated Qualtrics into a suite of tools and its CRM to gather feedback at speed and generate results in hours, not days. All of which enables customer service teams around Engie to close experience gaps and turn detractors into promoters.
Closing the gap
Monitoring experience data in store
Electrolux has always monitored operational data, but now they were able to include in-store experience data to help drive their customer experience forward.
Optimising for 1-second attention spans
Recognising the tiny window of customer attention they could expect in-store, Electrolux used customer experience data to maximise the effect of their communications
Addressing the registration gap
Experience data uncovered why the vast majority of customers weren't registering new products online. As a result, the team streamlined the registration process to remove barriers and boost registration numbers.
Adapting their corporate structures
Adopting CX as a discipline has sparked major operational changes for the company. Brand is now regarded from an experience point of view, with brand managers beginning to step out of their siloes and influence the service process.
We have 1 second to help in-store customers understand why we are better than our competition. That’s a lot of pressure so we need to get the experience right.
Anton Lundburg
Director of consumer experience insight
Electrolux
About Electrolux
Electrolux Group shapes living for the better by reinventing taste, care and wellbeing experiences, making life more enjoyable and sustainable for millions of people.
Industry
Consumer Goods, Technology
Organisation Size
Enterprise
Region
Global Products In Use