Medallia, a leader in experience management, has announced that Italian luxury brand, Salvatore Ferragamo has chosen Medallia Experience Cloud to improve the customer experience throughout its international network, both in physical stores and e-commerce sites. Salvatore Ferragamo is a leader in production of shoes, leather goods, apparel, and accessories.
Thanks to Medallia’s technology solutions, Ferragamo has opened conversations with its customers to bring their sentiment and voice into the organisation and to give relevant customer information to front-end teams, so that they can identify effective solutions to revenue-impacting issues and strengthen the bond of trust with customers, according to Medallia.Medallia, a leader in experience management, has announced that Italian luxury brand, Salvatore Ferragamo has chosen Medallia Experience Cloud to improve the customer experience throughout its international network, both in physical stores and e-commerce sites. Salvatore Ferragamo is a leader in production of shoes, leather goods, apparel, and accessories.#
The original project roadmap coincided with the first wave of the Covid-19 pandemic and the Ferragamo team quickly rethought the plan adapting it to the situation, anticipating the pilot on the US e-commerce channel and subsequently implementing the project in brick-and-mortar stores. The goal is to amplify the understanding of what touches customers’ emotions and to establish a direct personal connection through closing the loop with customers, Medallia said.
“An authentic dialogue with customers is essential for building lasting relationships and for enriching the brand. By listening to their requests, transforming criticisms into opportunities, flexibly and promptly finding solutions, helps strengthen the bond of trust and is the basis of a lasting relationship. Through the Medallia platform, we have opened an additional channel of listening and understanding with our customers, with the aim of transforming areas for improvement into opportunities and strengthening the bond that the Salvatore Ferragamo brand wants to have with its customers,” Micaela le Divelec Lemmi, CEO of Salvatore Ferragamo said in a press release.
“We are absolutely delighted to be working with Salvatore Ferragamo on their mission to strengthen their bond with customers. This famous Italian Icon delivers fabulous experiences around the world. Their dedication to delighting all their clients and fans is backed up by their investment in technology and talent, truly driving 21st century customer experience,” Leslie Stretch, CEO of Medallia said.
Fibre2Fashion News Desk (GK)
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