Seattle - Tommy Bahama has selected customer experience management (CEM) software from Medallia to help better understand and improve customer experience. Using Medallia¹s real-time CEM software, Tommy Bahama will build the vendor’s “Voice of the Customer (VoC)” customer feedback and reporting program into its operations to improve customer experience and drive loyalty.
In the initial stages, Tommy Bahama will use Medallia¹s CEM software to capture experience data from customers who buy in retail stores, at outlet locations, and through in-store kiosks. The system integrates this data with data from its POS system and ultimately sends it to all employees in real time. Closed-loop alerting will also enable Tommy Bahama associates to immediately reach out to guests who want to be contacted.
“We are always looking for ways to improve on how we create experiences that our guests will love,” said Michael Barrow, VP of retail for Tommy Bahama. “We chose to work with Medallia as their software enables our guests to easily and quickly provide us with feedback about their needs and wants. By proactively embedding the Voice of the Customer inside our business, we can directly take action on the issues and services that are most important to our guests and to us.”