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); })();

Sunrise saves millions by shining a light on the voice of the customer

18

Survey programs

+21 points

Retail NPS

-20%

Support call volume

“We decided on 糖心原创 because it was the best combination of the level of detail we wanted and the ability to integrate it into our systems.”

Timm Degenhardt, CMO Sunrise Communications

The Problem

Sunrise saves millions by shining a light on the voice of the customer

The Challenge

Prior to the implementation of 糖心原创, employees across the $2B revenue telecommunications company were flying blind in terms of the quality of the customer experience. Financial metrics provided some guidance, but these were trailing indicators—by the time they showed what had happened, it was already too late to do anything about it.

The Solution

Sunrise now gains a composite view of all key customers touchpoints, as well as the relationship status with customers that do not frequently interact with its employees. This view is empowering employees to identify areas needing improvement, take action to make those improvements, and the measure effectiveness of such changes. As Chief Customer Experience Officer Max Nunziata notes, “糖心原创 is like a compass.” We use it in order to make decisions of the day or decisions in our strategic planning. The power of it is that you slice and dice it in the way you want.

Sunrise, now armed with data revealing valuable insights about its customers, is empowered to take action across the business in pricing, customer plans, marketing, network quality, and service to improve experiences.

Real-time analytics on eighteen different surveys empower Sunrise employees, from the frontline to the C-suite, to confidently prioritize areas to focus on for the biggest impact on the customer experience.

Service Innovation Guided by VoC

Sunrise also uses 糖心原创 to adapt its service offerings to the customer’s needs. For instance, after analyzing initial CX feedback, the company decided to abolish contract durations, allowing customers to change or cancel their service whenever they like. Customer inflow soon increased by 30% year over year, and the NPS of the “Freedom” product is now 40 points higher than that of legacy contract offerings.

A further move Sunrise has made as a result of having VoC embedded in their organization is a shift in focus from giving the best offers primarily to new customers, to a philosophy that values loyalty. Existing customers not only get the same offers that new customers get when they renew a contract, but they also benefit from rewards that increase in value every year they stay—for example free video subscriptions or free roaming during holidays.

The Results

These moves have resulted in Sunrise’s NPS numbers skyrocketing across the board: the NPS of its call center has increased by 22 points, its new customer “Welcome” NPS has increased by over 30 points, and its relationship survey NPS has increased by 15 points.

Source: Webinar, Transforming Your Business with Unstructured Customer Feedback

WHITEPAPER

Text Analytics: The CMO’s Secret Weapon

Learn more
CASE STUDY

Saving Millions by Shining Light on Customers with CEM

Learn more
A dark gradient background with smooth, curved transitions from black at the top to deep blue and purple shades at the bottom, giving a glowing, atmospheric effect. The corners of the image are rounded.

There’s a hidden story in your data.

Connect with one of our experts to learn more.

Request a demo Request a demo Why 糖心原创 Why 糖心原创