Menswear company sets its sights on improving the customer experience
Tailored Brands has taken steps to identify shoppers and drive customer satisfaction.
The menswear company operates more than 1,400 locations in the U.S. and Canada, as well as digital channels, across a variety of brands. By partnering with ForeSee, Tailored Brands now has a solution that manages all customer experience (CX) intelligence from one centralized location.
Using the ForeSee CX Suite, Tailored Brands now listens to, captures, measures and benchmarks customer feedback across web, mobile, store or locations, and contact centers. As a result, the solution delivers a unified view of the customer, and provides scientific measurement of CX across the entire customer journey.
After completing a successful pilot program, the company is now ready to expand the suite’s functionality to measure customer satisfaction across all of its retail brands and omnichannel experiences, including web, store locations, and fulfillment. The CX measurement solution delivers methodology-backed, calibrated customer feedback and insights — the foundation needed to fully represent the customer experience at Tailored Brands.
“At Tailored Brands, we pride ourselves on providing world class customer service, so our goal is not just to meet our customers’ expectations, but to exceed them whenever possible,” said Mark Neutze, executive VP, store operations and real estate, Tailored Brands. “With the methodology behind ForeSee CX Suite, we will be able to better identify and act on important customer satisfaction drivers across all of our customer touchpoints.”
Tailored Brands’ is applying technology across its banners, including Men's Wearhouse, Jos. A. Bank, Joseph Abboud, Moores Clothing for Men and K&G. The company also operates an international corporate apparel and workwear group consisting of Dimensions, Alexandra and Yaffy in the United Kingdom, and Twin Hill in the United States.
No comments found
Furniture e-retailer debuts live delivery tracker
A new service is increasing Wayfair’s customer service — and keeping its delivery drivers accountable.
In effort to transform what is considered a time-consuming, even frustrating process, Wayfair launched a new feature, called Day of Delivery Tracking. The live tracking service pinpoints delivery driver locations in real-time through an interactive GPS map.
On the morning of delivery, customers in available markets receive an email and text message linking them to a GPS map that illustrates the location of their Wayfair driver, and an arrival countdown once their driver is nearby. By tapping on a “click-to-call” smart link, customers will be automatically routed to either their local Wayfair delivery center or customer service, depending on their delivery status.
“With Day of Delivery Tracking, we’ve added a new level of transparency into exactly where items are and when they will arrive, so that our customers are free to relax, complete tasks, or run errands without the anxiety of missing their scheduled delivery,” said James Savarese, COO, Wayfair. “Day of Delivery Tracking is one of the many ways we are transforming the experience of shopping for home, not only through our unmatched selection, technological innovation and exceptional service, but additionally through our sophisticated proprietary logistics network, which is designed and optimized for furniture items.”
The feature is currently available in 10 markets, including New York City, San Francisco, Boston, Chicago, Dallas and Atlanta. Wayfair will continue rolling out the service to new markets throughout the year, including Denver, Detroit, Miami, Orlando, Cleveland and Richmond, the company said.
To see the live tracking feature in action, click here.
No comments found