Improving Customer Engagement for Retail Success

Introduction

A large national retailer needed to transform its customer feedback process to capture real-time, actionable insights from all shoppers, including non-buyers. By partnering with ACL and adopting the Customer Ambassador Program (CAP), the retailer enhanced data collection, customer experience, and operational performance across 60+ locations.

Challenges

• Inefficient post-purchase survey methods.
• Limited feedback primarily from dissatisfied customers.
• Lack of immediate, actionable insights from customers.

Solutions

Launched an SMS-based, real-time survey tool accessible within 60 seconds on customers’ mobile devices.

Provided immediate feedback access via a cloud-based dashboard.

Enabled flexibility to monitor key metrics and easily adapt survey content.

Project Results

In under one year, the retailer collected over 23,000 surveys, significantly increasing their customer insight database with over 20,000 marketing opt-ins. Real-time data improved store operations, customer service, and boosted employee morale. Revenue increased by 0.7%, and customer service scores improved by 29 basis points, demonstrating the program’s substantial positive impact.