Leading outdoor goods retailer embarks on customer insight programme with customer experience management expert Blacks Leisure GroupÂ’s programme with Empathica will cover 208 of its Blacks and Millets stores in an effort to gain valuable customer feedback that will enable it to improve its customer service offering.
Leading outdoor goods retailer embarks on customer insight programme with customer experience management expert
Blacks Leisure Group’s programme with Empathica will cover 208 of its Blacks and Millets stores in an effort to gain valuable customer feedback that will enable it to improve its customer service offering.
Blacks and Millets customers will be invited, via a prompt printed on a receipt jacket, to give feedback on various aspects of their visit, including the store environment, speed of service, and how friendly and helpful the staff are. Customers will also be asked whether they felt the retailer offered good value for money and whether they enjoyed their shopping experience. All customers will respond via an online survey.
Tuning into customer feedback
Blacks Leisure Group is the latest retailer to tune into the views and opinions of real customers every day, in order to make rapid adjustments to its customers changing expectations at a local level, according to Empathica.
Richard Hitt, Blacks Leisure Group customer insight director said: “We’re keen to ensure that our customers are at the heart of everything we do. Empathica offers a simple and effective method of delivering regular and systematic customer feedback in what is an otherwise under-researched retail sector. We are delivering Empathica invitations to all customers in participating stores as we value feedback from all of our customers – the insight from which will help us deliver excellent customer service across all our stores nationwide.”
Gary Topiol, Empathica managing director added: “Retailers need to be able to react quickly to their customers’ changing demands and the only way to do so is to gain customer feedback and react to these expectations. We will provide Blacks Leisure with valuable customer data, as well as delivering marketing insight to support the outdoor goods retailer in its commitment to high levels of customer service across its business.”