The Full Story: How a Manager Saved a VIP Customer

Explore how a fictional home improvement retailer uses Total Experience Profiles to recover a VIP customer’s loyalty. 

We’ve been taking to the blog to highlight the key use cases of our most recent updates. Today we’re exploring Total Experience Profiles (TX Profiles), which unifies customer feedback with operational data to provide a single, 360-degree view of a customer’s complete history with a brand. 

We’re going to share the feature in action as our fictional home improvement retailer, GoodHome, uses Total Experience Profiles to see what’s happening for a VIP customer whose overall satisfaction score (OSAT) has dropped from a 7.6 to a 3. 

The Character and the Conflict

Meet Gabby, the contact center manager at GoodHome. Gabby’s team has their plates full, each handling dozens of customer service calls, emails, live chats, social media interactions, and texts on a daily basis. It’s up to her to make sure that issues that need extra attention, and high-value customers at risk of churning, don’t slip through the cracks.

In the past, keeping up with everything was an almost impossible task. That’s because GoodHome lacked a central platform where everyone in the contact center could easily see everything they needed to know about their customers—and what was happening for them across their interactions with the brand—in one single place. 

Social interactions lived in one tool. Survey data lived in another. Call transcripts were stored somewhere else altogether. These kinds of silos created hassles and headaches for everyone, and led to costly customer turnover. You know the struggle.

Finally, when GoodHome started using Medallia’s Total Experience Profiles, things got a lot less complicated for Gabby and her colleagues. 

The Moment of Truth

Total Experience Profiles create single, unified customer profiles, bringing together customer data from across sources (operations, transactions, surveys, CRM, and app, website, social media, and customer service interactions). Employees can use TX Profiles to zoom in on a single customer journey and see everything they’ve experienced over their entire history with the brand.

Recently, Gabby used TX Profiles to check in on what was going on for a VIP customer, Jamie, when Gabby received an automated alert from Medallia letting her know that this loyalty program member needed extra attention. 

Jamie’s customer satisfaction score had just dropped to a troubling 3 out of 10. What had happened?

Gabby was able to get answers quickly using Total Experience Profiles.

The Solution: Total Experience Profiles

In just one quick scroll of Jamie’s TX Profile, Gabby was able to determine the reason why her satisfaction had declined so dramatically: GoodHome’s app was acting up. 

Jamie couldn’t check on the status of her order, leaving her no choice but to call the contact center for support. But that’s the exact opposite of what she was hoping to happen when using the app—she wanted to save time and shop all on her own. 

Not only could Gabby find out the reason Jamie’s score took a nosedive, she could dig deeper into Jamie’s customer profile and see over the last year that Jamie had been an active (and satisfied) customer, completing 194 transactions and averaging an OSAT of 7.6. 

Gabby could also easily find a transcript of Jamie’s call into the contact center in her TX profile that offered even more details regarding her issues when using the app.

The Resolution and Business Impact

Thanks to Total Experience Profiles, Jamie’s issue didn’t slip through the cracks. Gabby was able to follow up, apologize for the experience, and earn this VIP customer’s loyalty back. Not only that, she was able to see that Jamie’s experience wasn’t due to user error and was, in fact, the result of an underlying issue that needed to be escalated to the app team—something Gabby did right away, connecting the dots between the in-store, contact center, and digital experience. 

All of these seemingly small interventions can add up to a world of difference for brands like GoodHome and their customers. 

These days, Gabby and her coworkers spend a lot less time trying to find information, their customers spend a lot less time repeating themselves, and the team is able to serve customers faster and better. That’s something that’s paying off. 

After all, a Medallia Market Research study, The State of Brand Loyalty, finds that 80% of consumers say they feel more loyal to brands when they deliver a better experience than their competitors do. Two customer experience factors that drive up loyalty, according to the same study? When companies deliver a consistently seamless experience and go above and beyond to help their customers. And that’s precisely what Total Experience Profiles are designed to help contact center agents and managers make happen. 

See Total Experience Profiles in action

Watch our video demo of Total Experience Profiles to discover how this feature can give your team the full picture of the customer experience at the individual level and power frontline actions that move the needle for each and every customer based on their unique histories with your brand.