Customer experience in Retail

Jaakko Männistö , CEO, FeedbacklyTSE 8.12.2016

Why should I Care?

If you can't measure it, you can't improve it.

- Peter Drucker

90% 71%Will tell about bad

experiencesBuy from you

because they like you

What is customer experience?

CX trends - Where are we going?

03.05.2023Etunimi Sukunimi

But how to measure it?

Fbly philosophy - CX journey

Retail CX KPI

• Net Promoter Score (NPS)• Customer Effort Score (CES)• Customer satisfaction index (CSI)• Service index• Specific KPI´s

Enhanced customer experience (ECE)

• Omni channel• Measure entire CX journey• Measurement should be a

part of CX• Everything is data driven• Measuring is continous• CX is sales!

Vision

Offering every company a possibility to success through better customer experience by helping them to know their customer better and to help

them sell more.

World should learn from their data because in the end CX is about making the Sale.

FeedbacklyFeedbacks / month A unified solution for Customer

analytics with instant upsell in unlimited measuring points and real-time mobile alerts.

+100k

Cities80

People gave feedback

10M

Automated Data Collection Channels

Feedback kiosk Web forms POS

Email SMS In App

WebWall Stickers & product packagin

Social Media

z z

Stop the Feedback HassleWe have brought everything in one place to ease up your

life.

The Old WayMonthly fees starting from

€417Multiple platforms with

expensive subscriptions and complex management.

The Feedbackly WayMonthly fees starting from

€39All-in-one feedback analytics & measurement tool with a one minute setup and one

account.

03.05.2023Etunimi Sukunimi

Pricing

FeedbacksThe amount of

feedback you can gather

UsersThe amount of users

your account can have

FREE

0€Per month

100

1

FeaturesList of plan specific

features

• Full feedback collection package

• Something else

SMALL

39€Per month

500

1

• Email support

GROWTH

99€Per month

5 000

5

COMPANY

249€Per month

15 000

Unlimited

ENTERPRISE

TailoredPer month

15 000+

Unlimited

All FREE features plus:

• Phone supportAll SMALL features plus:

• Dedicated key account manager

All GROWTH features plus:

• Integrations• Enterprise Analytics

All COMPANY features plus:

Case: Kesko

How they use Feedbackly• More than 1 mil Feedbacks collected• From hundreds of locations – different chains• Analysis distributed to multiple layers of

organizations

Results• 20% of respondents were successfully driven to shop

again within 7 days —> Increase in sales with these customer of 10%!

• Ensuring new concept planning and testing. Changing the direction of whole enterprise based on real data.

• Compare to enhance

“Biggest retail chain in Finland, Kesko has over 1,500 stores engaged in

chain operations in Finland, Sweden,

Norway, Estonia, Latvia, Lithdwauania, Poland, Russia and Belarus.”

Thank you!

Jaakko MännistöFounder & CEO

Jaakko.mannisto@feedbackly.com+358 44 3488016@jaakkomannisto

Feedback

jaakkomannisto.com/palaute