Background

Fat Face is one of the UK’s leading lifestyle retailers, operating across a number of leading customer touch points. Fat Face currently has over 200 stores up and down the country, serving over 100,000 customers every week. However, with an extensive new store roll-out and refits of existing stores planned for the future, Fat Face wanted a way of connecting with their customers. As market leaders in the lifestyle clothing and accessories field, Fat Face wanted an innovative, world-class program to cement the Voice of the Customer to the heart of their business. With a growing number of online and mobile customers, Fat Face also wanted a way of gathering feedback across digital touch points to ensure that their entire multichannel customer experience is the very best it can be. They needed a flexible multichannel feedback system.

Results

A complete understanding of store performance through individually tailored real-time dashboards

Forming better connections with customers through on-going feedback and utilization of key touch points

Fundamental changes to staff engagement including the introduction of the ‘Famous for Service’ awards

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