A Local Approach to Improve Customer Satisfaction

Most retailers have an ocean of data in their analytics center to draw out customer insight. This is useful, but it is necessary to add direct customer feedback. Teleflora places a premium on developing new methods to improve quality control and customer satisfaction. By using crowdsourcing to augment the mystery shopper program the retailer allows customer to send in photos of orders delivered and provide detailed feedback. They also leverage smartphones and mobile technologies to get a holistic view of customers.
Amas Tenuman, vice president of operations for Teleflora, will explain how retailers can use analytics, crowdsourcing and mobility for customer feedback to change the paradigm from serving many customers to serving each customer during a concurrent session on Thursday, September 26, 2013 at the 2013 Cross-Channel Retail Executive Summit.
The seventh annual Cross-Channel Retail Executive Summit (CCRES) will be held September 25 – 27, 2013 at the Four Seasons in Dallas, Texas. The Cross-Channel event in conjunction with the Mobile Convergence Forum engages high-level retailers with thought-provoking keynote sessions and a series of concurrent workshops as well as intimate networking opportunities where retailers enjoy an ideal environment for sharing ideas and experiences with their peers. For more information, please download the Attendee Brochure.
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Cross-Channel Retail Executive Summit Agenda
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