In addition to its revamped name, Joann (formerly Jo-Ann Fabrics) has implemented new in-store technology across the organization and opened its first concept store, turning to its shoppers to craft the customer experience. Last year the retailer also launched a new mobile app, to adapt the way the retailer connects with them.
To continue crafting its customer-centric experience, Joann has now implemented new retail tech across 870 stores and online to collect holistic, actionable customer feedback in real-time. With the Medallia Experience Cloud in place to capture feedback across all channels and to immediately prompt retail associate action, Joann hopes to strategically integrate insights and improve the customer experience.
“Although we’ve served the craft industry for 75 years, we are constantly learning from our customers and looking for new ways to improve their experience,” said Steve Miller, SVP, marketing and e-commerce. “To align and engage our tens of thousands of team members across the nation, we needed Medallia’s powerful platform that offered a holistic view of the customer experience, as well as the ability to easily see, drill down and take action on specific incidents."