Introduced in-app NPS and support integration; lead development for mobile personalization features.
For the first time, we had a quantifiable way to gauge customer satisfaction and benchmark against competitors. We were hearing directly from customers and immediately noticed previously unsurfaced trends and common pain points.
Revenue: Launched internal training on tool to increase adoption among teams. Continuously improved support integration for ticket automation & response tracking.
Marketing: Segmented users into re-activation, up- and cross-sell, or referral-reward campaigns based on customer responses.
Product: Identified brand evangelists for user testing, user betas, and feedback on new products.
Project reduced churn by 14% after 3 months and was scaled to all business units (5 global brands, including Fabletics and Shoedazzle).