通过人工智能和 NPS 分析，提升店内体验
我们的客户是奢侈品行业标志性领导者，希望于评估亚洲精品店客户满意度。Ekimetrics通过分析客户原话评价，提升了客户净推荐值（NPS）和客户旅程体验，助力客户深入洞察并采取行动优化店内体验。
解决方案
客户挑战
· Synthesizing feedback across more than 5,000 customer surveys across 6 different experience-based categories makes it difficult to generalize the insights into a unified, actionable plan tailored to business strategy.
· Extracting consistent insights with verbatims covering 9 different markets in Asia, written in local languages.
解决方案
· Conducting both qualitative and quantitative analysis on verbatim responses using Plume, Ekimetrics’ Natural Language Processing solution.
· Focus on sentiment analysis to uncover key drivers of customer satisfaction and dissatisfaction, track their evolution and identify the most mentioned underlying factors (behind the sentiment).
· Breaking down sentiment analysis results by market and key customer segments to gain granular and actionable insights to provide tailored recommendations.
项目成果
· AI-powered analysis to capture the key trends and areas of improvement for customer experience
· Actionable insights to shape in-store strategy and define key focus areas in each market
· Additional trainings developed for Fashion Advisors to ensure a luxury experience for all segments to improve the overall shopping experience
