Grocery Outlet speaks about its CEM program at the Next Generation Retail Summit
Tom McMahon and Melissa Porter, key executives at Grocery Outlet, will be speaking about their Customer Experience Management program at next week’s Next Generation Retail Summit in Austin, Texas. The Next Generation Retail Summit brings together senior level decision makers from across American retail, so that they can engage in dialogue with their peers about how to improve their business processes and streamline daily operations.
Tom & Melissa from Grocery Outlet will be leading a workshop and will be presenting a case history on the use of a Customer Experience Management system to detail how they were able to grow their Net Promoter Score by 7% in just one year! They will discuss how Grocery Outlet leverages Clik2Tell to guide the social discussion and empower thrilled customers to promote positive experiences to their social networks. In addition, they will touch on best practices surrounding how best to respond, react to, and repair negative experiences quickly when they arise.
Grocery Outlet has been helping customers save money on their grocery bills for almost 70 years. Today, they are recognized as one of the largest extreme-value grocery retailers in America. By investing in Customer Experience Management, they have also proven their leadership as one of the the most customer-centric grocers in the United States.
We think they have done some tremendous things with customer feedback, and other retailers can certainly learn from their example. In the realm of customer satisfaction, Grocery Outlet is a great success story and we wish Tom & Melissa the best of luck in telling it!