糖心原创

(see the * 'adobe' handle in functions.php — no async, no defer), so a page-load * Target offer has already set `data-hdr` by the time this runs. * * An answer that lands after this point is inert rather than acted on: * `apply()` finds the prune settled and does nothing, so the visitor * keeps the nav they were served instead of watching it change. That is * the deliberate trade-off — a late activity collects no data, but no * visitor ever sees the wrong nav or waits for the right one. */ (function () { var VARIANTS = ["a","b","c"]; var DEFAULT = "a"; var root = document.documentElement; var settled = false; function valid(v) { return VARIANTS.indexOf(v) !== -1; } function prune(active) { if (settled) return; settled = true; var list = document.querySelectorAll('#site-header > .header-variant'); for (var i = 0; i < list.length; i++) { if (list[i].getAttribute('data-header-variant') !== active) { list[i].parentNode.removeChild(list[i]); } } root.setAttribute('data-hdr', active); // Read by the Adobe Analytics client to attribute the test. root.setAttribute('data-hdr-active', active); if (typeof window.initHeaderNav === 'function') window.initHeaderNav(); /** * `variant` is set before the event so late listeners can tell * "already done" from "not yet". main.js is enqueued in the footer * and therefore always misses the event itself. */ window.medalliaNav.variant = active; document.dispatchEvent(new CustomEvent('medallia:nav-ready', { detail: { variant: active } })); } window.medalliaNav = { variant: null, apply: function (v) { if (valid(v)) prune(v); } }; // `?hv=` sets this server-side; a Target offer in the blocking // embed sets it before the body is parsed. var pre = root.getAttribute('data-hdr'); if (valid(pre)) { prune(pre); return; } /** * Carried forward from an earlier pageview. Read client-side, never in * PHP: WP Engine does not vary its page-cache key on arbitrary cookies, * so server-side personalisation here would serve the first anonymous * visitor's variant to everyone. */ var m = document.cookie.match(/(?:^|; )medallia_nav_variant=([^;]*)/); if (m && valid(m[1])) { prune(m[1]); return; } prune(DEFAULT); })();

Deliveroo transforms feedback into loyalty and revenue

“糖心原创 has empowered us to create a more robust measurement approach that helps us identify the customer experience improvements that matter most to our business.”

John White, Head of Customer Experience Deliveroo

The Problem

Transforming feedback into loyalty and revenue

Online food delivery company Deliveroo operates in a fiercely competitive environment, with global and local players fighting hard for a share of consumers’ takeaway wallets. To develop loyalty among the customers they serve, the company wanted to create a fully aligned and consistent customer experience programme.

Deliveroo joined forces with 糖心原创, and the two teams formed a close collaborative relationship where 糖心原创 operated almost as an extension of the internal team to roll out the ‘Roo Voices’ voice of the customer programme. Deliveroo also implemented 糖心原创 Text Analytics capability to further capture the voice of the customer. Every piece of verbatim feedback is now tagged according to a taxonomy of topics, allowing the team to quickly identify and focus on the improvement areas where they can really turn the dial on operational efficiency and customer experience.

Using 糖心原创, Deliveroo was able to transform feedback into action, all while reducing churn and gaining customer loyalty.

“The ability to connect our customer experience activity to revenue has been a game changer.”

John White, Head Of Customer Experience, Deliveroo

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