Batteries Plus Leverages Customer Feedback to Pivot Its Operations

Jamie Grill-Goodman
Editor in Chief
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As an “essential” business, Batteries Plus Bulbs is keeping its 700-plus stores across 47 states open during the coronavirus crisis, but has had to change how it operates.

The retailer serves the healthcare community with resources such as batteries for thermometers, patient wheelchairs and beds. In order to safely serve its customers, Batteries Plus pivoted its business model in 48-hours and realigned its store operations using feedback from Medallia’s Medallia Experience Cloud. Now it’s gathering insights from product reviews and e-commerce experiences to customer care.

“With an unparalleled view of the customer and their sentiment around the current crisis, we were able to realign our business from brick-and-mortar to curbside pickup to ensure our customers felt safe,” said Kirtis Hill, VP market and business development at Batteries Plus Bulbs.Our customers appreciate what our stores are doing to continue to be able to serve our communities during this time, and that positive feedback is highly motivating for those teams to continue to stay engaged.

“It is very encouraging indeed to see Batteries Plus Bulbs continue to serve our communities at this important time,” said Leslie Stretch, Medallia’s chief executive officer. “I’m in communication with our customers constantly, doing all we can to help them leverage the invaluable insights from customer and employee experiences to make operational changes required to adjust to the new norm.”