Gartner predicts that by 2018, more than 50% of organizations will implement significant business model changes in their efforts to improve customer experience.
But for large, multi-location retail organizations, gaining actionable insight into the customer experience in order to make improvements is challenging. It requires tight integration with other enterprise systems, a strong survey platform to drive high completion rates, and reliable analytics tools that help make sense of the data.
Read this case study to learn how a major national retailer operating in 42 states solved these challenges with Reputation.com and, as a result:
- Increased its volume of completed surveys by more than 400%
- Increased positive review volume by 67%
- Secured top three spots in Google search rankings for 79% of its locations