Customerville powers this global, multi-brand, omni-channel retailer's VOC program in every market, brand and channel. Customers are welcomed to a luxury-feel survey designed to ask respondents to expect the best. Surveys geo-detect location, automatically flexing language and local regulatory compliance steps based on a host of factors.
UGG employees present customers with aspirational photos and hero statements intended to set the bar high. Customers are then asked no-nonsense questions about how well their experience mapped to the employees' hopes for it. Disappointed customers are instantly tracked to a "Red Flag protocol" to be sure UGG responds quickly enough to get in front of complaints appearing on social media.LISTEN: CLIENT INTERVIEW | KURT LIPSON, UGG