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Allegiance, a provider of VOCi (Voice of Customer Intelligence) technology and services, announced that Healthy Directions, LLC has implemented the Allegiance Engage VOC platform to uncover insights and focus the customer experience on issues that impact customer loyalty and repurchase decisions.
Healthy Directions provides expert guidance and advanced nutritional supplements from doctors of integrative medicine. Prior to implementing the Allegiance VOC platform, the company tracked revenue from direct mail marketing and used periodic print and email surveys to measure customer satisfaction.
“Anecdotal comments from our customer service department and infrequent survey data weren’t telling us what we needed to know,” said Julie Kaplan, executive director of customer experience at Healthy Directions. “We needed a formal Voice of the Customer (VOC) process that would gather feedback, analyze relationships and trends and help us pinpoint actions to strategically influence a customer’s decision to buy our products.”
Using the survey tools of the Engage platform, Healthy Directions creates and distributes both ad hoc and transactional surveys to measure customer loyalty, engagement levels and key drivers of engagement. Analysis of preliminary surveys identified repurchase rate as a key metric to growing the business and uncovered possible factors driving customer satisfaction and repurchase decisions. These insights have already led to several product changes and road maps/actions plans for increasing sales of two products.
For more details about how Healthy Directions used the Allegiance Engage platform to influence business decisions, please visit http://info.allegiance.com/HealthyDirectionsCaseStudy.html.