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Aesop Gains 34% in Customer Satisfaction From 7 Emotion AI Insights

How Aesop created a seamless omni-channel customer experience from stores, online and delivery touch points using Emotion AI.

Aesop is a global retailer of wellness and beauty products with 395 stores globally and an extensive e-commerce business model.

Challenge

A key challenge was to create a seamless omni-channel customer experience from stores, online and delivery touch points in order to improve customer satisfaction.

Solution

Adoreboard was used to integrate data from multiple channels: survey, online reviews and competitor reviews to identify key pain points across the customer journey in 12 different global markets.

A key aspect of the solution was to create personas, map the customer journey and predict drivers of customer satisfaction.

Aesop eliminated manual analysis from their insights process and identified 7 areas driving customer satisfaction (CSAT), which demonstrated an opportunity for 34% increase in CSAT. The Chief Customer Officer used these insights to generate new business opportunities across the 12 markets globally, winning customers with excellent service and a seamless, integrated experience.

Why partner with Adoreboard?

Adoreboard offers a new ability to produce more impactful, actionable insights from feedback and create a scalable solution to issues identified.

The numbers speak for themselves ↓

Country + Competitor analysis
12
decrease in manual analysis
96%
increase in customer satisfaction
34%

Customer

Country + Competitor analysis
12
decrease in manual analysis
96%
increase in customer satisfaction
34%
Industry: Retail
Company:  Large
Use Case:  Customer Experience
“Measuring omni-channel experience and identifying the key drivers for customers satisfaction benchmarked against competitors was key to increasing NPS. This was only possible with Adoreboard.”
Gianfranco Cuzziol
Group CRM and Personalisation Lead
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