Increase in database growth
Increase in sales during specific promotional periods
“Cvent reporting is quick, easy and in real-time. We're able to forward findings to senior management immediately.”
Sales & Service Manager, Signet
Implementing a customer feedback program at Signet has led directly to more sales. Signet periodically runs one day sales and in the past, the sales have always been during normal business hours (9 am – 5 pm). However, when analyzing the feedback from their customer survey, Signet discovered that small business owners needed later hours and as a result, sale hours are extended until midnight. This simple change resulted in a 5% increase in sales during these promotions.
On top of direct revenue increases, Inquisium’s Voice of the Customer solution helped Signet to clean their email list. After discovering 15% of the customer email addresses were undeliverable, they launched a calling campaign to update customer contact information for use in future marketing programs and surveys. Now, they regularly see less than 2% of their emails bounce.
Signet is continuing to expand its customer feedback program as a result of their early successes. Instead of running a single annual customer satisfaction campaign, they now have multiple ongoing feedback programs in place targeting different customer segments. In addition, they're currently working on an integration between their CRM and Inquisium using the Inquisium’s API. This integration will allow them to have a more holistic view of each customer without any manual work. This is essential to their marketing strategy as they continue to be more targeted. Finally, Signet is looking forward to implementing a website usability survey which will not only result in critical feedback for improving the customer experience, but will also allow Signet to grow their database by an additional 25%.