Modern retail own brand teams live in a world of dozens of systems, hundreds of suppliers, thousands of spreadsheets and tens of thousands of lines:
✘ Increased user training and support overhead
✘ Barriers to supplier collaboration
✘ Costly and complex system integrations
✘ Increased risk of inaccuracies and errors
✘ Reduced process efficiency and effectiveness
As a result, your team is unable to:
1. Consistently hold suppliers accountable for product quality issues
2. Make a meaningful impact on the customer experience
Our White Paper "Solving the product quality conundrum: the real value of own brand customer feedback" examines the impact product quality has the on the value of a purchase and of future purchases and that, by understanding the customer drivers, retailers are able to prioritise work to achieve and protect the most value in their products.
20x more sets of eyes on customer feedback
17% reduction in complaints
10% improvement in new product development launch success rates
The volume of customer feedback is enormous. Therefore most retailers focus purely on the ‘serious’ complaints - either safety related or large scale incidents.
S4RB AffinityTM evenly distributes this load by enabling retailers to securely share customer feedback in accessible online dashboards. They can then collaborate with suppliers around product quality issues and hold them accountable to deliver permanent resolutions.
One US retailer worked with S4RB to share all consumer feedback with its suppliers resulting in improved quality, product innovation and an 18% increase in sales, read the case study. We helped another retailer reduce product complaints by 17% in less than twelve months. Read the case study.
Lead to 75% reduction in time to resolution
Reduce Complaints per Million Units by 0.5, saving +£100k on call centre and product return overheads
Empower suppliers to identify, recommend and commercially justify innovations
Improve the supplier experience, helping you to become their customer of choice
Typically retailers focus on the "tip of the iceberg" of product quality issues because that is all the team can manage: Which products in each categories have the highest volume of complaints?
Once you overcome this challenge by sharing customer feedback with suppliers, you are now able to analyse customer feedback in a more critical way to uncover previously hidden trends and issues that have been bubbling under the surface and hurting your own brand.
S4RB Own Brand Advisory apply their award-winning experience and expertise from working with the world's most successful own brand to enhance your customer feedback reporting in a way that suppliers and own brand teams can make better decisions day-to-day to where they spend their time and direct their focus:
Applying emerging technologies like machine learning and artificial intelligence to customer feedback management makes it possible to see where customer feedback is impacting sales - empowering your team to have a measurable positive impact on the bottom-line.
We integrated the Warwick Analytics PrediCX engine into the S4RB Affinity™ platform and created a retail grocery specific model designed to look beyond keywords and use advanced machine learning to identify emotion and intent.
Twitter chatter mentioning the UK's top six retailers was labelled and categorised resulting in the identification of several key themes in the market. Many identifying where customer feedback could impact sales. You can read the Supermarket Social report here.
Stem +£1.5m in lost sales from quality issues
5-15% Reduction in customer churn
Increase customer satisfaction, sales and loyalty
Getting greater value from your customer feedback: 8 things you need to start doing now
In this webinar discover how to:
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