New Look is stepping up its retail game with the launch of a new omnichannel customer experience (CX) program, developed through partnerships with Medallia and Higher Oak. This initiative aims to gather customer feedback across all interaction points, including stores, websites, apps, and contact centers, marking a significant expansion beyond the traditional store experience.
According to Craig Diggins, Head of Customer Planning, Data Analysis and E-commerce at New Look, the collaboration with Medallia and Higher Oak is pivotal. He stated, "Medallia’s cutting-edge technology and pedigree within the retail sector, coupled with Higher Oak’s extensive experience, made them the ideal partners to help us realise our vision for the future of New Look.”
This new program combines feedback mechanisms powered by Medallia’s technology, enabling New Look to capture insights from customers efficiently. Diggins emphasized the program's goal to equip the company with tools needed to improve every customer interaction, both online and offline.
The technology integration will not only amplify customer feedback capture but will also utilize AI-driven text analytics. This technology helps identify recurring themes within the feedback, empowering various departments to make informed decisions quickly. Fast-paced teams like delivery and returns can, for example, respond effectively to changing customer demands through real-time data updates.
Ben Brewer, Chief Revenue Officer at Medallia, highlighted the retail climate and New Look’s adaptability. "New Look has maintained a strong foothold in retail for more than 50 years, a position they’ve been able to retain due to their commitment to change in line with their customers’ needs." His remarks reflect the importance of adapting to the modern shopper's preference for flexibility and choice.
The initiative reflects New Look's recognition of the competitive retail environment, where customer preferences are increasingly shifting. By implementing such dynamic customer experience enhancements, the retailer aims to cultivate loyalty and satisfaction among its shoppers.
With the increasing importance placed on customer feedback and experience, this initiative positions New Look as a forward-thinking brand committed to all aspects of customer interaction. With the right tools and partnerships, the retailer believes it can not only survive but thrive amid the challenges posed by the digital retail evolution.
New Look is optimistic about its collaboration with Medallia and Higher Oak, viewing this as more than just technological integration; it’s about fostering positive customer relationships. The initiative is set to be pivotal as the company seeks to adapt and thrive across all retail channels, promising future advancements based on the feedback gathered.