UK retail group, Steinhoff is rolling out of Upland Rant & Rave fast feedback tech across Bensons for Beds and Harveys Furniture, as part of their improved CRM offering.
The technology lets stakeholders understand how customers feel about their experience in real-time, and facilitate seamless feedback capture across multiple touchpoints of the customer journey for two of the retail group’s biggest brands.
The partnership will see the Rant & Rave fast feedback solution rolled out across Steinhoff’s Bensons for Beds and Harveys Furniture brands, allowing stakeholders to understand how customers feel about their experience in real-time. The move is the next step in Steinhoff’s mission to put the customer first in everything that it does.
Steinhoff has always strived to make improvements based on customer feedback through various survey programmes, but by implementing Rant & Rave, feedback can now be captured and processed more quickly than ever before. These insights can be accessed almost instantaneously from the cloud-based dashboard, enabling Steinhoff to take action to improve the customer experience in the moment and beyond through evidence-based change.
In the short-term, Steinhoff aims to identify the key drivers of customer dissatisfaction in real-time and rapidly resolve them, while the longer-term goal will be to undertake more in-depth analysis of insight trends over time, with a goal of improving the total customer experience and building stronger customer engagement than ever before.
Rav Billing, Head of Insight & CRM at Steinhoff said: “The team at Upland Rant & Rave have a real customer focused mentality and for us, that was the most important part of selecting a new Voice of the Customer partner. We wanted a supplier that cares about the customer experience just as much as we do. This, coupled with the effective sentiment analysis capabilities and easy to use dashboard, made Upland Rant & Rave the ideal partner for us.
“We have run customer satisfaction programmes for the last few years and have always strived to make improvements according to what our customers have to say, but by enabling customer feedback to be shared across all levels of the business, the Rant & Rave platform gives us the ability to be more agile in identifying trends to provide clear evidence to support the validity of any strategic business change.”
Jed Alpert, EVP & GM CXM Solutions at Upland Software, said: “We are delighted to have partnered with Steinhoff to support them in generating customer loyalty and long-term business success. Customer sentiment, brand perception and business productivity are all issues that can differentiate an organisation from its competitors. We look forward to helping both Bensons for Beds and Harveys Furniture to develop closer relationships with their customers by enabling them to better their understanding of how customers really feel about their shopping experience and act on this real-time feedback.”
