Casey’s General Stores gets specific about customer feedback

By Dan Berthiaume – 09/25/2019

A Midwest convenience store retailer is responding to store events in real time.

Seeking to measure the in-store experience and expand customer loyalty initiatives, Casey’s General Stores is launching a customer experience management (CEM) program across the enterprise. To support the program, Casey’s is deploying the CEM solution from Service Management Group (SMG) to capture real-time, store-level customer feedback at the POS.

The real-time feedback is delivered to the SMG360 reporting dashboard and mobile app, giving users across the organization a holistic view of customer feedback. The solution also delivers advanced text analytics capabilities to help obtain deeper insights from open-ended customer comments, and automated case management functionality to identify issues needing immediate response or resolution.

As a result, store associates and managers have real-time access to store-level feedback, role-based reporting, and real-time alerts.

“As we evaluated customer experience vendors, SMG’s hands-on approach and focus on business outcomes resonated with our team,” said Chris Jones, Casey’s General Stores chief marketing officer. “We’re excited to have a partner that offers both a scalable technology platform and a dedicated team that’s knowledgeable about our program and invested in our success.”

Casey's General Stores operates 2,100 convenience stores in 16 states throughout the Midwest. It is currently the fourth largest convenience store chain and the fifth largest pizza chain in the United States.

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