The company opens a new channel for its customers to bring their sentiments and voices into the organization
The iconic Italian luxury brand, Salvatore Ferragamo has chosen Medallia Experience Cloud to amplify its customer engagement across its international network, including the physical stores and eCommerce. Medallia is a leading experience management company that assists organizations in understanding the customer experience along with the experience of the employees.
The luxury brand has initiated communication with customers regarding their sentiments and opinions for better customer-service. In addition, the company is going to give its front-end operations useful customer information to identify revenue-impacting issues and find effective solutions. Ferragamo has taken this step to build a strong relationship and develop a bond of trust with its customers.
Adapting To The Change Post Covid-19
The first wave of Covid-19 last year had forced the company to rethink the complete project. Adapting to the situation, Ferragamo subsequently implemented the project on physical stores after anticipating the pilot over US online channels and aims to increase the understanding of customer’s sentiments by establishing direct communication with customers.
Micaela le Divelec Lemmi (CEO, Salvatore Ferragamo Spa), while stating the significance of authentic communication for building relationships with customers, commented that by considering the requests from customers, converting criticism into opportunities and offering prompt solutions can make the bond of trust strong and forms the basis of a long-lasting relationship. The Medallia platform has opened a new channel for better customer-understanding to turn areas of improvement into opportunities.
Leslie Stretch CEO of Medallia expressed an absolute delight about the collaboration with Salvatore Ferragamo.