Company: 1800Flowers.com Customer Care Quality Team
Nominated Submitted by: 1-800-Flowers.com, Inc.
Company Description: We are a family of over a dozen all-star brands featuring gourmet foods, gift baskets, floral products, personalized keepsake items, and more, designed to thoughtfully solve our customers gifting and sharing needs. We are helping our customers connect in meaningful ways and inspiring them to express themselves through our innovative products, unique experiences and valuable resources.
Nomination Category: Customer Service & Call Center Awards Achievement Categories
Nomination Sub Category: Achievement in the Use of Data & Analytics in Customer Service
 Nomination Title: Highlighting the "Voice of the Customer" through Data and Analytics
- Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 199 words used.
The Customer Care Quality Team - a group within the Customer Care Department of 1800Flowers.com, Inc. is obsessed with nothing more than "Customer Satisfaction"! This team manages all processes related to Quality such as, monitoring all workload types, customer satisfaction surveys, reporting, analytics, and the most significant effort that they refer to as "Voice of the Customer" (VOC)!
As a core function, their main role is to assess performance, adherence to policy/procedure, and ensure a positive customer experience by highlighting stellar behaviors and identifying areas of opportunity to steer coaching efforts. The team has been the eyes, ears and gatekeeper of all developments, and is stealth towards communicating this information to Operations to act upon in a consistent and timely manner.
The team has always searched for new and efficient technology which allows them to capture and assess large amounts of customer feedback quickly and efficiently. Their goal is to equip their front-line teams with awareness and knowledge, so they in turn can provide what we refer to as a "WOW" or "ACE" (Amazing Customer Experience") to our clientele. Their obsession and dedication towards providing a stellar experience regardless of the inquiry, channel or caller is simply unparalleled!
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 250 words used.
[REDACTED FOR PUBLICATION]
- Outline the nominated achievement since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 250 words used.
This team's functions, processes and contributions to the success of the business have blossomed over the past two years. Initially, the team provided feedback primarily sourced via quality monitoring of various workloads, and has now propelled into the data and analysis of all customer touchpoints.
Over the past 2 years this team has created a "VOC" program where the customer's feedback is acquired through various touchpoints within the customer journey, then analyzed, compiled, and shared on an Enterprise level throughout the business. This effort spearheaded cultural change within the organization where customer feedback has become one of the main drivers of business transformation.
Heightened focus on customer verbatims, topics, CSAT Scores, Net Promoter Score, Sentiment Analysis via all workload channels and surveys, are just a few of the metrics that are consistently monitored. This data has become a necessity for managing the daily business. There is a huge demand for the data, and its significance towards implementing better business practices for the customers. Based on the success of the program, additional teams were also created to ensure the Voice of the Customer efforts span across all areas of business within the organization.
As for the Customer Care Quality team and their VOC Program, they took their passion, creativity, work ethic, and obsession for providing Amazing Customer Experiences, and designed a process that deemed to be a necessity in our industry. Through customer testimony, peer feedback, benchmarking, and performance results, a new measure of excellence has been actualized. We are excited!
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the nominated achievement since July 1, 2022, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
N/A
- Explain why the achievement you have highlighted is unique or significant. If possible compare the achievement to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):
Total 250 words used.
This "Voice of the Customer" Program has become a staple within the organization. There has been a significant shift in the focus of the business based on the results and sharing of this feedback. It allowed greater insight into "hearing and understanding" what the customers actually wanted. All companies want to earn revenue, but our initial goal is to build relationships with our customers that allow them to express and connect with others, and everything else follows.
Some amazing accomplishments have taken place since inception, such as..
- Significant improvement in various themes captured via the survey process and customer verbatim. There has been an overall improvement in themes, but more specifically [REDACTED FOR PUBLICATION], taking action based off of what the customers have said [REDACTED FOR PUBLICATION] we saw a major improvement in less than a six month period [REDACTED FOR PUBLICATION].
- Decrease in customer callbacks via the Dissatisfied (DSAT) Ticket Process. As the team continues to execute better, and take proactive measures to resolve outstanding customer issues, they see less requests for customer outreach and follow-up.
- Leaders have taken notice! A process that was once internal to the Customer Care Team has gained substantial interest across the company. Communications have increased including daily, weekly, monthly and quarterly updates. Various departments within the company inquire and request data on VOC findings that will help them to reassess and make improvements in their part of the customer journey. Truly a team effort!
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