A Beginner’s Guide to Launching a Customer Experience (CX) Program

Medibank was awarded the winner of "Best CX Transformation" after record-breaking service and NPS scores, an increase in market share, and a reduction in overall customer complaints!

The Foxtel Group is Australia’s leading television company with more than 4 million subscribers to a range of broadcast and streaming services. With so many competitors in the subscription television space, it’s crucial for the Foxtel brand to deliver excellent experiences to customers at every opportunity.

Pearl-Plaza collaborated with Hyundai to develop a core group of service experience metrics. Hyundai discovered that the strongest driver of both good and poor experiences for customers is in-store staff. With this insight, Hyundai established corporate behaviour guidelines and training to ensure every encounter is “friendly, helpful, and efficient.”

As a result of all initiatives under the Parcel Delivery Experience Transformation team, the business has seen $1.7m in operational cost reduction, NPS increase of 27% and project payback in year 0

Shortlisted for the 2023 Best CX Transformation at the CX Awards

About three years ago, the NRMA teamed up with Pearl-Plaza to start looking into its customers’ emotions for the first time. To get started, the CX team included more than 10 hard-coded emotion questions within member surveys asking both open-ended and ratings-based questions. This gave the business a solid foundation of comparison when beginning to use the emotions product in text analytics.

Aesop is a skin, body, hair and homecare brand that was founded in 1987 in Australia. The products are built with natural botanic ingredients and essential oils, focused on creating a sensory experience for customers.

“For our operating, training, and HR teams, addressing the right service concerns in order of priority in the right regions has been critical. And for our product development and marketing teams, we know what we should continue doing well through drivers of experience and dashboards.”

Steve Hazard, Chief Operating Officer, Minor DKL

Water Corporation is the principal supplier of water, wastewater and drainage services throughout the state of Western Australia.

Winner of the 2019 Best CX Transformation Award

"Jemena is delighted to be partnering with inMoment to enhance our voice of the customer program. One of Jemena’s core values is to consider customers in everything we do, and the capabilities of the Pearl-Plaza solution will empower us to fully understand what matters to our customers and how to serve them best."

Kate Hawke, Jemena’s Group Marketing Manager

The surveys so far have given us incredible results and fast tracked the relevant insights that were meaningful for us. At the same time, Pearl-Plaza has focused on building the right case management program for us and really supported us along the way. And we’re constantly tweaking our program now to ensure we’re recovering customers, engaging people and turning them from a passive into a promoter.

“Pearl-Plaza got involved in our business and culture journey, designed an experience improvement plan, and really helped us understand what the franchisees needed to do better with their businesses."

Steve Grossreider, CEO of JAX Tyres & Auto

With so much of H&R Block’s business condensed into a short and intense timeframe, collecting and analysing client feedback—in time to make a difference—is especially challenging. It wanted a solution that would deliver more data, more timely feedback, and more actionable insights.

When Craveables launched its VoC program, it knew it would result in a major cultural shift. Because, even though the team knew customer feedback was important, the legacy actions and historic focuses taught stakeholders to avoid feedback. After the VoC launch, Craveables has progressed with its goals. The brand was even able to launch a VoFP (Voice of Franchise Partner) to collect feedback from another valuable voice. Since launch, the brand has seen a response rate +60% and some obvious (and not so obvious insights).

Deborah Ruka, Head of Operations, Oporto (Craveable Brands)

Hubspot uses Pearl-Plaza to optimise user experience. The product team gathers insights using in-app microsurveys that are hyper-targeted to users of specific features and functionality.

Shortlisted for the 2023 Best CX Transformation award.

Providing great value to our customers is at the heart of everything we do. We’re always striving to enhance our user experience every day, and make decisions that are in the customer’s best interest. By partnering with Pearl-Plaza, we’ll be able to better understand and utilise direct customer insights to tailor our customer experience, and any subsequent communications, to enhance customer satisfaction, engagement and retention.

Nell Bond, General Manager of Product, Customer Experience and Innovation

When we first selected Pearl-Plaza, we had a fantastic and smooth experience transitioning from the sales process to our client success team. We were really impressed by the kick-off meeting, the accessibility and the dedication we received from the whole process. We were so impressed, that we are taking that experience and trying to replicate it across our own relationship management at legalsuper!

legalsuper’s Manager of Insights and Service Design

Shortlisted for the 2023 CX Awards: Best CX Transformation & Best Use of Data & Insights to Approve CX

In 2020, ASICS turned its focus on customer experience. By 2022, the program had rolled out to 27 countries. ASICS uses its experience program to get quantitative benchmarks for quality store experience, to learn why customers visit the stores, and to find ways to improve the store experience. With direct contact to frontline teams, response volume would see a 40% month on month lift with a corresponding increase of +19% of direct CX sales.

Tabia Chui, Manager, Retail Promotions Department, ASICS

"Smartly segmented NPS data was a big win with Pearl-Plaza. To have this customer data and feedback at the fingertips of every Salesforce user in our organisation is HUGE!"

Head of Customer Success, Zoom

"Chasing survey scores and lagging indicators is not our idea of a modern approach to improving experiences. Instead, we partner with Pearl-Plaza to identify key moments that matter in our customers’ journey’s and drive change in those areas. This approach gives our executives better metrics to run the business and elevates our results.”

Tyler Saxey, Director Customer Experience, Foot Locker