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Adding Social Care into the Customer Experience Mix is a Recipe for Success for KitchenAid |

Adding Social Care into the Customer Experience Mix is a Recipe for Success for KitchenAid

LONDON–(BUSINESS WIRE)–A strategic plan to connect more closely with customers using social
media has resulted in an 85% growth in engagement across Facebook,
Twitter and Instagram for KitchenAid,
the leading countertop appliance brand since it implemented CX
Social
, a dedicated social media management platform from
Clarabridge.

As one of the most long-standing and respected brands amongst both
professional and at-home chefs, KitchenAid highly values its
relationship with customers. After recognising that its response to
queries on social media in relation to repairs or deliveries lacked the
right level of speed and agility, the company took the decision to
implement a unified social media management and analytics solution and
selected CX Social.


This move has resulted in a 90% growth in KitchenAid’s social media fan
base and a 143% growth in social interactions over the course of one
year.

“We were already using CRM and other tools, but they didn’t give us the
visibility we needed across the entire operation and all social channels
so we could respond quickly to our customers,” said David Moreno,
Digital Marketing Specialist, KitchenAid. “Clarabridge CX Social has
given us a 360° view using dashboards that show us how we are
responding, where questions need to be escalated, and crucially, the
trends in customer feedback that allow us to provide a better, more
informed service.”

For KitchenAid it is vital to ensure that communications with customers
are supported across all channels, and despite the challenges of digital
transformation, such as bringing cohesion to its use of disparate
systems, it was determined to incorporate social outlets, including
Facebook, Twitter, YouTube and Instagram, and make the customer
experience homogeneous at every touch point.

“We are still working through the process of making our interactions
with customers very efficient and this is helped by CX Social, which can
support us in many different ways,” said David Moreno. “We are learning
so much more than we expected in terms of what our customers need, how
they cook, how they think and feel about our products and what they want
from them and this is informing our product development pipeline. This
will enhance relationships with our customers and demonstrate that we
are as ‘serious about food’ as they are, which is why a trusted
partnership with Clarabridge is so important to us.”

About Clarabridge:

Clarabridge’s SaaS customer experience management solution helps
hundreds of the world’s leading brands put customer feedback to work.
Offering the most comprehensive solution for omni-source listening,
accurate customer and text analytics, and real-time, guided action is
why leading brands trust Clarabridge to power their CX programs and
drive a customer focused strategy. The result: better customer
experiences. For more information, visit www.clarabridge.com.

About KitchenAid:

For nearly 100 years KitchenAid has been one of the most popular brand
names when it comes to countertop appliances. Best known for the
legendary American Stand Mixer, countless enthusiastic professional and
hobby chefs cannot imagine a kitchen without them anymore. Initiated in
1919, the American electrical appliances still continue to be a strong
brand in the culinary world today – with their smart combination of
leading technology, premium quality and appealing design. For further
information, please visit: https://www.kitchenaid.co.uk/.

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