TECHNOLOGY

Menswear company sets its sights on improving the customer experience

BY Deena M. Amato-McCoy

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&ampG. 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.

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