The Challenge

The challenge was to implement a system that could systematically collect, analyze, and act on customer feedback to create “wow” moments for its customers.

The Solution

Thalia implemented zenloop’s innovative CX Management platform to unlock the full potential of customer feedback. The platform revolutionized the feedback process with AI-powered surveys. By enabling multi-channel feedback collection, zenloop ensured Thalia reached its customers at the right time through the right channels. Automated response analysis identified key drivers of satisfaction, turning customer insights into actionable strategies.

The platform is built on three pillars of effective CX management: Listen, Understand, and Act.

Listen

Thalia deployed nearly 40 surveys at various touchpoints, focusing on its webshop, customer service interactions, and deliveries. This broad coverage provided a comprehensive view of the customer experience. Strategically placed surveys allowed the company to gather feedback at critical points of the customer journey and identify areas for improvement.

Understand

Using label and sentiment analysis, Thalia structured the collected feedback and extracted actionable insights. These advanced analytics helped identify patterns and trends, offering deeper insights into customer needs and expectations. The structured data formed the foundation for data-driven decisions to enhance the customer experience.

Act

Thalia used zenloop’s insights both internally and externally. Nearly 100 employees have access to the insights gathered by zenloop, with others receiving reports or customer comments directly in Teams channels across departments such as Marketing, Sales, Customer Service, and Product Management. This ensured all relevant teams could incorporate customer insights into their daily work.

For dissatisfied customers (detractors), Thalia implemented an automated win-back campaign through zenloop to address negative experiences and restore trust. The campaign targeted post-delivery customers, segmenting them into Gold, Silver, and Bronze groups based on their value. Each segment received tailored discount offers, resulting in impressive outcomes, with conversion rates of up to 3.3%—significantly outperforming other discount campaigns.

Meanwhile, satisfied customers (promoters) were encouraged to leave reviews on online platforms. This strengthened Thalia’s online reputation, showcased positive experiences, and attracted potential new customers.
This holistic strategy, combining internal communication with targeted external actions, enabled Thalia to leverage customer feedback effectively, improving both satisfaction and loyalty.

The Results

By leveraging zenloop’s platform, Thalia achieved remarkable results:

• Continuous NPS measurement revealed that Thalia consistently maintained a high NPS of +78, indicating exceptional customer satisfaction.
• Thalia also observed that redirecting customers after a survey effectively communicated the true NPS value externally. The company significantly improved its Trustpilot rating from 2.7 to 4.7 stars. This substantial improvement boosts the trust of potential new customers in the company.
• Thalia managed to win back 71.8% of customers who had previously left negative reviews. This strategy led to over 70,000 orders from these regained customers.

“Thanks to our collaboration with zenloop, we’ve taken customer satisfaction to a whole new level. Their tailored solution not only allows us to precisely measure customer satisfaction but also better understand and address our customers’ needs. The data-driven insights help us take proactive actions and implement individual measures that sustainably strengthen customer loyalty and satisfaction. With zenloop, we ensure that our customers are always at the center of everything we do.” Lena Eickers, CRM Manager at Thalia

Conclusion

Thalia’s experience demonstrates that investing in customer feedback and satisfaction pays off. Even with a high NPS, public reviews can be significantly improved through targeted efforts. Proactively managing customer opinions with the right tools leads to measurable success in customer retention and revenue growth.