New Look Partners with Medallia and Higher Oak for CX Excellence

New Look Enters New Era of Customer Experience

New Look, a prominent name in the fashion industry, has embarked on an exciting journey to enhance its customer experience (CX) program. With its operations focused primarily in the UK and the Republic of Ireland, New Look has tapped into the expertise of Medallia, a leader in customer and employee experience, and Higher Oak, a seasoned experience management consultancy. Together, these organizations are dedicated to transforming how New Look engages with its customers across various touchpoints.

A Comprehensive Approach to Customer Feedback

As a top-tier womenswear retailer, New Look serves millions of customers each year. To improve its understanding and meet the diverse needs of its broad customer base, the company recognized the need to expand its customer experience program beyond in-store interactions. Higher Oak has been instrumental in designing an innovative strategy that integrates seamlessly with Medallia’s Experience Cloud platform.

Harnessing Technology for Informed Decisions

Through this collaboration, Medallia's cutting-edge technology is now embedded throughout New Look’s operations. The integration includes advanced text analytics powered by artificial intelligence, enabling teams to uncover recurring themes in customer feedback quickly. This empowers New Look’s departments to make agility-driven decisions that respond to customer needs effectively. For areas like delivery and returns, real-time data updates allow for swift action on any arising issues.

Partnership Dynamics: New Look, Medallia, and Higher Oak

Craig Diggins, Head of Customer Planning, Data Analysis and E-commerce at New Look, expressed enthusiasm for the partnership. He shared, "The collaboration has provided us with essential tools that enhance our interactions with customers both online and in-store. We’re optimistic about leveraging the platform further to yield positive outcomes for our clientele."

Integrating Insights for Maximum Impact

To maximize the benefits of the experience management program, Higher Oak facilitated the integration of Medallia’s technology with New Look’s contact center and fulfillment processes. This strategic move has created a centralized hub for customer insights, ensuring that every team member can access valuable information easily. Comprehensive training has also been provided to equip New Look’s staff with the necessary skills to utilize the system efficiently.

Adapting to the Needs of Today's Retail Customers

Ben Brewer, Chief Revenue Officer at Medallia, acknowledged New Look's impressive tenure in retail. He noted, "The brand has successfully retained its market position for over 50 years by aligning with evolving customer preferences. In today's fast-paced retail landscape, adaptability is crucial, and New Look is leading the way."

Why Customer Experience Matters

The commitment to enhancing customer experience is a critical factor for any retail operation. As customers increasingly expect more personalized interactions, having a robust strategy in place can set a retailer apart from its competitors. New Look's proactive measures to capture feedback and improve services illustrate the importance of being attuned to customer wants and needs.

An Inspiring Vision for the Future

New Look aims to further explore the features and capabilities of its new customer experience program. The ambition is clear: to create a seamless shopping experience characterized by value, excitement, and novelty. As New Look forges ahead, its focus remains on deepening customer connections through meaningful engagement.

About New Look

As a leader in the value segment within the UK fashion retail landscape, New Look continues to maintain a strong market presence. The brand is celebrated for its exciting product offerings and a shopping experience designed to appeal to a diverse demographic. With a notable position in the womenswear market, New Look boasts significant market share among women aged 18-44.

About Higher Oak

Higher Oak stands out as an experience management consultancy specializing in customer and employee experience programs. Their approach is distinctive, emphasizing personalized service and close client relationships. They are dedicated to helping organizations realize notable improvements in their customer interactions and operational processes.

About Medallia

Medallia is at the forefront of experience management, revolutionizing how businesses capture and respond to feedback across all domains. The Medallia Experience Cloud stands as a vital tool, streamlining insights to drive impactful business actions and improve customer satisfaction. Organizations benefit from predictive analytics that promote loyalty and enhance revenue.

Frequently Asked Questions

What is the main goal of New Look’s new customer experience program?

The primary aim is to enhance customer engagement and satisfaction across all touchpoints, ensuring a seamless shopping experience for patrons.

How does Medallia contribute to New Look's strategy?

Medallia provides advanced technology and analytics that empower New Look to capture, analyze, and act on customer feedback efficiently.

What role does Higher Oak play in this partnership?

Higher Oak designs and implements the strategies needed to optimize New Look’s customer experience, ensuring teams can leverage insights effectively.

Why is customer feedback crucial for retailers like New Look?

Customer feedback informs decision-making processes and drives adjustments that enhance product offerings and service delivery.

What future plans does New Look have regarding its experience program?

New Look intends to further explore its experience management capabilities to create enriched customer interactions and adapt to emerging retail trends.

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