Get CloudCherry to analyse your customer’s journey, solve problems and delight them
Puma enhanced their ‘Customer Experience’ with the help of CloudCherry.
In-store or Online: Deliver the Experience your Customers are Asking for
Drive Loyalty, Satisfaction And Advocacy
Transform customers into brand ambassadors with
Loyal customers aren’t created by one magical moment. Instead, the customer experience is the accumulation of touchpoints over the customer journey, whether in your store, online, or in app. In order to have a meaningful impact on your customer’s experience, you need to be measuring the experience and interacting with customers across the entire journey – not just through sporadic surveys.
Customer journeys for retail stores are typically divided into three “microjourneys” – in-store, online and a combination of both. Understanding how customers move between these three journeys can help identify opportunities for improvement.
CloudCherry works closely with your team to map the customer’s journey across channels and then bring those insights in product. So instead of a few post-it notes on a wall, or a map in a dusty desk drawer, your customer journey map becomes closely integrated with your CX insights. Understanding where your customers have been is key for having real time, contextual conversations and delivering an excellent customer experience.
You receive an enormous amount of feedback from customers every day in the form of product reviews, survey responses and social media conversations – but actually putting this feedback into action is difficult. Humans tend to focus on the squeaky wheel, or the loudest anecdotal evidence when making decisions. This isn’t always what’s best for the business.
CloudCherry can turn qualitative customer feedback into actionable customer insight. Our text analytics module uses AI and machine learning to analyze plain, unstructured text to uncover what your customers are really saying and how they really feel. Our natural language processing (NLP) takes the words of your customers and converts them into valuable data by pulling out the most important themes and sentiment. The days of reading and tagging every review or comment are over. Leave the heavy lifting to CloudCherry so you can spend your time delivering a delightful experience for your customers
Role Based Dashboards
Moving from insight to action requires a dashboard that surfaces more than just trends and survey scores. At CloudCherry, we help you cut through the clutter and identify exactly which concrete actions from you will impact your business performance.
Too much data can be almost as frustrating as not enough data – a situation often resulting in data paralysis. Rather than sending away for a data analyst to crunch through surveys and customer responses, CloudCherry allows you to uncover insights in real time and loop in the relevant stakeholders to take action.
For example, each store manager wants to know what’s happening within their own location. In CloudCherry you can create dashboards for each store and district manager, so they can see everything they need to see – but nothing more. Empower everyone on your team from store managers to product designers to executives with easy to read dashboards.
“The CX platform allowed us to collect feedback in real time. I saw the commitment of CloudCherry as a partner as they were willing to customize the solution based on PUMA’s needs and improve the platform based on our feedback, which was very important for us in a dynamic retail environment.”
HEAD OF RETAIL (SEA)
“We chose CloudCherry because of customer journey mapping. No other competitors in CX space have focused or started the strategy of measuring customer experiential data using journey mapping. This feature was something we were looking for a long time. It brought all the customer data in one place and we were able to gain insights and make sound business decisions easily.”
Senior VP, Customer Strategy
Chelsea Rae Lee
“CloudCherry helped our Customer Loyalty Program scale, expand and thrive. Their support, consultation and comprehensive approach to Voice of Customer saved us time and money! Best in class tools, and systems helped to quickly analyze our unstructured data and turn what was qualitative data into quantitative data. We are focused on taking our program to the next level this year. CloudCherry has been an excellent partner and consultant, with their expertise and capabilities, I’m confident we will exceed our goals!”
Senior Program Manager
“We’re trying to become embedded in our customers’ lives through our journeys. Adoption must go up, cost of acquisition must go down, and the cost of the transaction must go down. All these costs fall off from how you designed your journey and your delivery processes. Looking across all the journeys, you need to understand the cost of keeping your customers engaged. This is how you determine whether your customer experience is impacting results across the entire journey.”
Regional Head Customer Journey Experience
“We strive to really listen to concerns and focus on making improvements, whether it means changing processes, policies and/or vendor changes. We want the members to know that we care, we listen and what they tell us is important. Every comment and score is analyzed and presented on our CloudCherry dashboard. CloudCherry helps with our strategic priorities to create a segregated member experience by measuring and acting upon our member’s feedback that helps us meet our goals.”
Member Experience Manager
“Cloud cherry has helped us better understand the customer journey and find areas of improvement. Its great working with their young and passionate team, a team that understands the challenges involved in creating and monitoring great customer experience in an airline like Vistara, which likes to refer to itself as #NotJustAnotherAirline”
Chief Strategy and Commercial Officer
“At Solarity Credit Union, we are committed to providing extraordinary experiences that exceed expectations of our members. CloudCherry software has helped us enhance our member experience tremendously by highlighting areas we can improve upon, as well as areas that we are excelling in. The feedback we receive on the platform helps us direct our efforts efficiently, as we are crafting the ideal member journey. The team at CloudCherry has closely collaborated with us on our journey to deliver delightful member experiences.”
Member Experience Enthusiast
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