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Dillard’s leverages tech to get customer feedback


Chicago, Ill. — Dillard’s, a fashion apparel, cosmetics and home furnishings retailer, has selected OpinionLab to extend its omni-channel Voice of Customer program, including its digital, mobile and in-store experiences, with precise insight into what its customers want and need.

Dillard’s will leverage OpinionLab’s patented software to get customer feedback at all touchpoints and gain actionable insight into how to deliver the best experience to consumers wherever they engage, research and shop.

Dillard’s will be able to systematically interpret customer feedback across all of Dillard’s brand touchpoints, including mobile platforms, online and in-store. The retailer will also be able to monitor and optimize the customer experience in real-time with an end-to-end solution set that includes research design, data collection and integration, analysis and reporting. Location-specific, context-rich insight can be fed across the organization, from managers through executives, for the greatest impact from the voice of the customer.

“At Dillard’s, we are committed to providing the very best customer service and a great experience for our customers regardless of where they shop — whether that’s in our stores, at or through their mobile phones,” said Woody Chin, CIO of Dillard’s. “We believe our decision to select the global leader in Voice of Customer, is a true testament of our commitment — making it even easier for our customers to provide feedback and for our company to act on that feedback.”

"We are thrilled to welcome Dillard’s as one of our newest clients and are looking forward to working with their great team to deliver the best experience for its omni-channel customers," said Scott Gifis, SVP, global sales and business development at OpinionLab. “Voice of Customer is one of the most important strategies for retailers today and by selecting OpinionLab, Dillard’s is making a commitment to listen and learn from its customers, keeping them at the center of its business.”

OpinionLab collects and interprets more than 10 million location-specific comments every month in 32 languages and in more than 200 countries. Its clients include Walmart, Bank of America and Ford Motor Company.

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