Everything in our customer journey should be 100%. Our moments of truth don’t only involve ourselves and our customers. They touch a lot of other people too.
LORAINE DE VRIES-BRILMAN, CUSTOMER SERVICE MANAGER, EUROFLORIST
HOW EUROFLORIST CLOSED THE EXPERIENCE GAP
EVERYONE’S EMPOWERED TO MAKE AN IMPACT
In 2017, Euroflorist’s customer experience programme was set up. Alongside analysts and project managers, heads of department are on board to help push through the necessary changes indicated by the data.
INSIGHTS ACROSSS THE CUSTOMER JOURNEY
The Euroflorist team actively seeks feedback from end-users at every stage in the journey.
LONG AND SHORT-TERM MEASUREMENTS
Alongside real-time insights like how easy it was to get in touch or find an answer to a question, Euroflorist measures longer-term movements in NPS and customer perception of the brand.
Detractors are contacted quickly following feedback on a poor experience. Customer data is ready immediately for the case handler in an email, along with the customer’s open text responses and scores to help them close the oop faster.
We don’t have a support team internally to work with customer experience so having Qualtrics’ know-how at our disposal is very, very important
of customers respond to Euoflorist’s surveys
Euroflorist’s NPS rating after using Qualtrics
All teams are engaged with the program and can easily interpret results
COMPLEX CUSTOMER JOURNEYS MADE EASY
Euroflorist has a complex business involving customers, their recipients, partner florists and internal stakeholders. With Qualtrics, they can drill down to understand and optimise the experience drivers for each one.
EMBEDDED IN THE BUSINESS
Through Qualtrics, closing the loop is faster thanks to a seamless workflow that enables customer service teams to act on feedback immediately, with all the essential data to hand.
DASHBOARDS ANYONE CAN USE
The Euroflorist customer experience team involves members from across the company with varying skillsets. Qualtrics offers simple, easy to understand interfaces that can quickly and accurately be interpreted by any member of the business, without training.