{"id":8952,"date":"2024-12-18T14:05:19","date_gmt":"2024-12-18T14:05:19","guid":{"rendered":"https:\/\/www.zenloop.com\/en\/?p=8952"},"modified":"2024-12-18T14:09:11","modified_gmt":"2024-12-18T14:09:11","slug":"how-thalia-wins-back-70-of-dissatisfied-customers","status":"publish","type":"post","link":"https:\/\/www.zenloop.com\/en\/resources\/case-studies\/how-thalia-wins-back-70-of-dissatisfied-customers\/","title":{"rendered":"How Thalia wins back 70% of dissatisfied Customers with proactive CX Management"},"content":{"rendered":"<section         class=\"block-hero  no-margin padding-both\" style=\"background-image:url('');\" id=\"\"\n>\n\t<div class=\"container\">\n\t\t\n\t\t\n\t\t<div class=\"grid \" style=\"grid-template-columns:1fr 1fr\">\n\t\t\t<div class=\"col flex-center\">\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t<h2>How Thalia wins back 70% of dissatisfied Customers with proactive CX Management<\/h2>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<p class=\"small-text\">Success Story<\/p>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"col flex-center image-side \">\n\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1110\" height=\"588\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2024\/12\/Group-5-3.png\" class=\"attachment-full size-full\" alt=\"\" srcset=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2024\/12\/Group-5-3.png 1110w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2024\/12\/Group-5-3-300x159.png 300w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2024\/12\/Group-5-3-1024x542.png 1024w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2024\/12\/Group-5-3-768x407.png 768w\" sizes=\"auto, (max-width: 1110px) 100vw, 1110px\" \/>\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n<\/section>\n\n<section         class=\"block-features  no-margin padding-both\" style=\"background-color:#ffffff;color:#02193c;\" id=\"\"\n>\n\t<div class=\"container\">\n\t\t\t\t<div class=\"grid\" style=\"grid-template-columns:\t1fr\">\n\t\t<div class=\"grid features\" style=\"grid-template-columns:repeat(3, 1fr);grid-gap: 0 30px;\">\n\t\t\t\t\t<a class=\"col feature \" >\n\t\t\t\t<i class=\"block__icon fal fa-info-circle icon\"><\/i>\n\t\t\t\t<h5>zenloop Customer since<\/h5>\n\t\t\t\t\t\t\t\t<div class=\"description \">April 2020<\/div>\n\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t<a class=\"col feature \" >\n\t\t\t\t<i class=\"block__icon fal fa-check-circle icon\"><\/i>\n\t\t\t\t<h5>Average NPS<\/h5>\n\t\t\t\t\t\t\t\t<div class=\"description \">+78<\/div>\n\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t<a class=\"col feature \" >\n\t\t\t\t<i class=\"block__icon fal fa-comment-alt-smile icon\"><\/i>\n\t\t\t\t<h5>Active surveys<\/h5>\n\t\t\t\t\t\t\t\t<div class=\"description \">40<\/div>\n\t\t\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t<\/div>\n\n\t\t\n\t<\/div>\n<\/section>\n\n<section         class=\"block-columns  no-margin small-padding-both\" style=\"background-color:#ecedef;color:#02193c;\" id=\"\"\n>\n\t<div class=\"container\">\n\t\t\n\t\t\t\t\n\t\t<div class=\"grid\" style=\"grid-template-columns:\trepeat( 2, 1fr)\">\t\t\t\t\n\t\t\t\t<div class=\"col flex-center\">\n\t\t\t\t\t<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-8960 size-large\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2024\/12\/9e9d496c2479fa48ae742e07e5f91132886bc978-1024x548.jpg\" alt=\"\" width=\"1024\" height=\"548\" srcset=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2024\/12\/9e9d496c2479fa48ae742e07e5f91132886bc978-1024x548.jpg 1024w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2024\/12\/9e9d496c2479fa48ae742e07e5f91132886bc978-300x161.jpg 300w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2024\/12\/9e9d496c2479fa48ae742e07e5f91132886bc978-768x411.jpg 768w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2024\/12\/9e9d496c2479fa48ae742e07e5f91132886bc978.jpg 1149w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\t\n\t\t\t\t<div class=\"col flex-center\">\n\t\t\t\t\t<h3><strong>The Challenge<\/strong><\/h3>\n<p><span style=\"font-weight: 400;font-size: 12pt\"><span style=\"font-weight: 400\"><span class=\"\" style=\"display:block;clear:both;height: 0px;padding-top: 20px;border-top-width:0px;border-bottom-width:0px;\"><\/span><\/span>The challenge was to implement a system that could systematically collect, analyze, and act on customer feedback to create &#8220;wow&#8221; moments for its customers.<\/span><\/p>\n<p>&nbsp;<\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t<\/div>\n\t\t\n\t<\/div>\n<\/section>\n\n<section         class=\"block-columns  no-margin small-padding-both\" style=\"background-image:url('');color:#02193c;\" id=\"\"\n>\n\t<div class=\"container\">\n\t\t\n\t\t\t\t\n\t\t<div class=\"grid\" style=\"grid-template-columns:\trepeat( 1, 1fr)\">\t\t\t\t\n\t\t\t\t<div class=\"col flex-center\">\n\t\t\t\t\t<h3><b>The Solution<\/b><\/h3>\n<p><span style=\"font-weight: 400\"><span class=\"\" style=\"display:block;clear:both;height: 0px;padding-top: 20px;border-top-width:0px;border-bottom-width:0px;\"><\/span>Thalia implemented zenloop&#8217;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.<br \/>\n<\/span><\/p>\n<p><span style=\"font-weight: 400\">The platform is built on three pillars of effective CX management: Listen, Understand, and Act.<\/span><\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t<\/div>\n\t\t\n\t<\/div>\n<\/section>\n\n<section         class=\"block-columns  no-margin small-padding-both\" style=\"background-image:url('');color:#02193c;\" id=\"\"\n>\n\t<div class=\"container\">\n\t\t\n\t\t\t\t\n\t\t<div class=\"grid\" style=\"grid-template-columns:\t1fr 1fr\">\t\t\t\t\n\t\t\t\t<div class=\"col flex-center\">\n\t\t\t\t\t<h3><span style=\"font-weight: 400\"><strong>Listen<\/strong><\/span><\/h3>\n<p><span style=\"font-weight: 400\"><span class=\"\" style=\"display:block;clear:both;height: 0px;padding-top: 20px;border-top-width:0px;border-bottom-width:0px;\"><\/span><strong>Thalia deployed nearly 40 surveys at various touchpoints<\/strong>, 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.<\/span><\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\t\n\t\t\t\t<div class=\"col flex-center\">\n\t\t\t\t\t<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-8958 size-large\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2024\/12\/Group-7-2-1024x558.png\" alt=\"\" width=\"1024\" height=\"558\" srcset=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2024\/12\/Group-7-2-1024x558.png 1024w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2024\/12\/Group-7-2-300x164.png 300w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2024\/12\/Group-7-2-768x419.png 768w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2024\/12\/Group-7-2-1536x837.png 1536w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2024\/12\/Group-7-2-2048x1116.png 2048w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t<\/div>\n\t\t\n\t<\/div>\n<\/section>\n\n<section         class=\"block-columns  no-margin small-padding-both\" style=\"background-image:url('');color:#02193c;\" id=\"\"\n>\n\t<div class=\"container\">\n\t\t\n\t\t\t\t\n\t\t<div class=\"grid\" style=\"grid-template-columns:\t1fr 1fr\">\t\t\t\t\n\t\t\t\t<div class=\"col flex-center\">\n\t\t\t\t\t<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-8961 size-large\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2024\/12\/Bildschirmfoto-2024-12-17-um-11.39.49-1024x333.png\" alt=\"\" width=\"1024\" height=\"333\" srcset=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2024\/12\/Bildschirmfoto-2024-12-17-um-11.39.49-1024x333.png 1024w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2024\/12\/Bildschirmfoto-2024-12-17-um-11.39.49-300x98.png 300w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2024\/12\/Bildschirmfoto-2024-12-17-um-11.39.49-768x250.png 768w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2024\/12\/Bildschirmfoto-2024-12-17-um-11.39.49.png 1414w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\t\n\t\t\t\t<div class=\"col flex-center\">\n\t\t\t\t\t<h3><span style=\"font-weight: 400\"><strong>Understand<\/strong><\/span><\/h3>\n<p><span style=\"font-weight: 400\"><span class=\"\" style=\"display:block;clear:both;height: 0px;padding-top: 20px;border-top-width:0px;border-bottom-width:0px;\"><\/span>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. <strong>The structured data formed the foundation for data-driven decisions to enhance the customer experience.<\/strong><\/span><\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t<\/div>\n\t\t\n\t<\/div>\n<\/section>\n\n<section         class=\"block-columns  no-margin small-padding-both\" style=\"background-image:url('');color:#02193c;\" id=\"\"\n>\n\t<div class=\"container\">\n\t\t\n\t\t\t\t\n\t\t<div class=\"grid\" style=\"grid-template-columns:\t1fr 1fr\">\t\t\t\t\n\t\t\t\t<div class=\"col flex-center\">\n\t\t\t\t\t<h3><span style=\"font-weight: 400\"><strong>Act<\/strong><\/span><\/h3>\n<p><span style=\"font-weight: 400\"><span class=\"\" style=\"display:block;clear:both;height: 0px;padding-top: 20px;border-top-width:0px;border-bottom-width:0px;\"><\/span>Thalia used zenloop&#8217;s insights both internally and externally. <strong>Nearly 100 employees have access to the insights gathered by zenloop<\/strong>, 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.<\/span><\/p>\n<p><span style=\"font-weight: 400\"><br \/>\n<strong>For dissatisfied customers (detractors), Thalia implemented an automated win-back campaign<\/strong> 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, <strong>with conversion rates of up to 3.3%\u2014significantly outperforming other discount campaigns.<\/strong><\/span><\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\t\n\t\t\t\t<div class=\"col flex-center\">\n\t\t\t\t\t<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-8958 size-large\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2024\/12\/Group-7-2-1024x558.png\" alt=\"\" width=\"1024\" height=\"558\" srcset=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2024\/12\/Group-7-2-1024x558.png 1024w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2024\/12\/Group-7-2-300x164.png 300w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2024\/12\/Group-7-2-768x419.png 768w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2024\/12\/Group-7-2-1536x837.png 1536w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2024\/12\/Group-7-2-2048x1116.png 2048w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t<\/div>\n\t\t\n\t<\/div>\n<\/section>\n\n<section         class=\"block-columns  no-margin small-padding-both\" style=\"background-image:url('');color:#02193c;\" id=\"\"\n>\n\t<div class=\"container\">\n\t\t\n\t\t\t\t\n\t\t<div class=\"grid\" style=\"grid-template-columns:\t1fr 1fr\">\t\t\t\t\n\t\t\t\t<div class=\"col flex-center\">\n\t\t\t\t\t<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-8963 size-full\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2024\/12\/Thalia-1-3.png\" alt=\"\" width=\"2952\" height=\"1308\" srcset=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2024\/12\/Thalia-1-3.png 2952w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2024\/12\/Thalia-1-3-300x133.png 300w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2024\/12\/Thalia-1-3-1024x454.png 1024w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2024\/12\/Thalia-1-3-768x340.png 768w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2024\/12\/Thalia-1-3-1536x681.png 1536w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2024\/12\/Thalia-1-3-2048x907.png 2048w\" sizes=\"auto, (max-width: 2952px) 100vw, 2952px\" \/><\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\t\n\t\t\t\t<div class=\"col flex-center\">\n\t\t\t\t\t<p><span style=\"font-weight: 400\">Meanwhile, <strong>satisfied customers (promoters) were encouraged to leave reviews on online platforms.<\/strong> This strengthened Thalia&#8217;s online reputation, showcased positive experiences, and attracted potential new customers.<br \/>\nThis holistic strategy, combining internal communication with targeted external actions, enabled Thalia to leverage customer feedback effectively, improving both satisfaction and loyalty.<\/span><\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t<\/div>\n\t\t\n\t<\/div>\n<\/section>\n\n<section         class=\"block-columns  no-margin small-padding-both\" style=\"background-color:#ffffff;color:#02193c;\" id=\"\"\n>\n\t<div class=\"container\">\n\t\t\n\t\t\t\t\n\t\t<div class=\"grid\" style=\"grid-template-columns:\t1fr 1fr\">\t\t\t\t\n\t\t\t\t<div class=\"col flex-center\">\n\t\t\t\t\t<h3><b>The Results<\/b><\/h3>\n<p><span style=\"font-weight: 400\"><span class=\"\" style=\"display:block;clear:both;height: 0px;padding-top: 20px;border-top-width:0px;border-bottom-width:0px;\"><\/span>By leveraging zenloop&#8217;s platform, Thalia achieved remarkable results:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Continuous NPS measurement revealed that <strong>Thalia consistently maintained a high NPS of +78<\/strong>, indicating exceptional customer satisfaction.<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Thalia also observed that redirecting customers after a survey effectively communicated the true NPS value externally. The company <strong>significantly improved its Trustpilot rating from 2.7 to 4.7 stars<\/strong>. This substantial improvement boosts the trust of potential new customers in the company.<\/span><\/li>\n<li>Thalia <strong>managed to win back 71.8% of customers<\/strong> who had previously left negative reviews. This strategy <strong>led to over 70,000 orders<\/strong> from these regained customers.<\/li>\n<\/ul>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\t\n\t\t\t\t<div class=\"col flex-center\">\n\t\t\t\t\t<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-8962 size-large\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2024\/12\/Bildschirmfoto-2024-12-17-um-11.40.46-1-1024x491.png\" alt=\"\" width=\"1024\" height=\"491\" srcset=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2024\/12\/Bildschirmfoto-2024-12-17-um-11.40.46-1-1024x491.png 1024w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2024\/12\/Bildschirmfoto-2024-12-17-um-11.40.46-1-300x144.png 300w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2024\/12\/Bildschirmfoto-2024-12-17-um-11.40.46-1-768x368.png 768w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2024\/12\/Bildschirmfoto-2024-12-17-um-11.40.46-1-1536x737.png 1536w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2024\/12\/Bildschirmfoto-2024-12-17-um-11.40.46-1-2048x982.png 2048w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t<\/div>\n\t\t\n\t<\/div>\n<\/section>\n\n<section         class=\"block-columns  no-margin small-padding-both\" style=\"background-color:#02193c;color:#ffffff;\" id=\"\"\n>\n\t<div class=\"container\">\n\t\t\n\t\t\t\t\n\t\t<div class=\"grid\" style=\"grid-template-columns:\t2fr 1fr\">\t\t\t\t\n\t\t\t\t<div class=\"col flex-center\">\n\t\t\t\t\t<blockquote><p><span style=\"font-size: 14pt\"><i><span style=\"font-weight: 400\">\u201cThanks to our collaboration with zenloop, we\u2019ve 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\u2019 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.\u201d Lena Eickers, CRM Manager at Thalia<\/span><\/i><\/span><\/p><\/blockquote>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\t\n\t\t\t\t<div class=\"col align-center\">\n\t\t\t\t\t<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-8895 size-medium\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2024\/11\/Foto-1-2-267x300.png\" alt=\"\" width=\"267\" height=\"300\" srcset=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2024\/11\/Foto-1-2-267x300.png 267w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2024\/11\/Foto-1-2-913x1024.png 913w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2024\/11\/Foto-1-2-768x862.png 768w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2024\/11\/Foto-1-2.png 1000w\" sizes=\"auto, (max-width: 267px) 100vw, 267px\" \/><\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t<\/div>\n\t\t\n\t<\/div>\n<\/section>\n\n<section         class=\"block-columns  no-margin small-padding-both\" style=\"background-image:url('');color:#02193c;\" id=\"\"\n>\n\t<div class=\"container\">\n\t\t\n\t\t\t\t\n\t\t<div class=\"grid\" style=\"grid-template-columns:\trepeat( 2, 1fr)\">\t\t\t\t\n\t\t\t\t<div class=\"col flex-center\">\n\t\t\t\t\t<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-8956 size-full\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2024\/12\/Group-8-2.png\" alt=\"\" width=\"1004\" height=\"669\" srcset=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2024\/12\/Group-8-2.png 1004w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2024\/12\/Group-8-2-300x200.png 300w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2024\/12\/Group-8-2-768x512.png 768w\" sizes=\"auto, (max-width: 1004px) 100vw, 1004px\" \/><\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\t\n\t\t\t\t<div class=\"col flex-center\">\n\t\t\t\t\t<h3><b>Conclusion<\/b><\/h3>\n<p><span style=\"font-weight: 400\"><span class=\"\" style=\"display:block;clear:both;height: 0px;padding-top: 20px;border-top-width:0px;border-bottom-width:0px;\"><\/span>Thalia\u2019s 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.<\/span><\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t<\/div>\n\t\t\n\t<\/div>\n<\/section>\n\n<section         class=\"block-columns  no-margin small-padding-both\" style=\"background-color:#ecedef;color:#02193c;\" id=\"\"\n>\n\t<div class=\"container\">\n\t\t\n\t\t\t\t\n\t\t<div class=\"grid\" style=\"grid-template-columns:\t7fr 5fr\">\t\t\t\t\n\t\t\t\t<div class=\"col \">\n\t\t\t\t\t<h2 class=\"demo-module__headline h2\">Want to see how zenloop surveys can help your brand?<span class=\"\" style=\"display:block;clear:both;height: 0px;padding-top: 40px;border-top-width:0px;border-bottom-width:0px;\"><\/span><\/h2>\n<p class=\"p1\">zenloop is a cutting-edge Customer Experience Management platform that empowers you to create, analyze and act upon customer insights effortlessly.<\/p>\n<p class=\"p1\">Automatically analyzing responses and identifying key satisfaction drivers. Start transforming your customer feedback into strategic initiatives today!<\/p>\n<h4 class=\"demo-module__headline h2\"><\/h4>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\t\n\t\t\t\t<div class=\"col flex-center\">\n\t\t\t\t\t<p><span class=\"\" style=\"display:block;clear:both;height: 0px;padding-top: 50px;border-top-width:0px;border-bottom-width:0px;\"><\/span>\n<div class=\"wpcf7 no-js\" id=\"wpcf7-f1990-o2\" lang=\"en-US\" dir=\"ltr\" data-wpcf7-id=\"1990\">\n<div class=\"screen-reader-response\"><p role=\"status\" aria-live=\"polite\" aria-atomic=\"true\"><\/p> <ul><\/ul><\/div>\n<form action=\"\/en\/wp-json\/wp\/v2\/posts\/8952#wpcf7-f1990-o2\" method=\"post\" class=\"wpcf7-form init demo\" aria-label=\"Contact form\" novalidate=\"novalidate\" data-status=\"init\">\n<fieldset class=\"hidden-fields-container\"><input type=\"hidden\" name=\"_wpcf7\" value=\"1990\" \/><input type=\"hidden\" name=\"_wpcf7_version\" value=\"6.1.5\" \/><input type=\"hidden\" name=\"_wpcf7_locale\" value=\"en_US\" \/><input type=\"hidden\" name=\"_wpcf7_unit_tag\" value=\"wpcf7-f1990-o2\" \/><input type=\"hidden\" name=\"_wpcf7_container_post\" value=\"0\" \/><input type=\"hidden\" name=\"_wpcf7_posted_data_hash\" value=\"\" \/>\n<\/fieldset>\n<div class=\"row\">\n\t<div class=\"form-relative six columns\">\n\t\t<p><label>First Name<\/label><br \/>\n<span class=\"wpcf7-form-control-wrap\" data-name=\"first_name\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-text wpcf7-validates-as-required\" aria-required=\"true\" aria-invalid=\"false\" value=\"\" type=\"text\" name=\"first_name\" \/><\/span>\n\t\t<\/p>\n\t<\/div>\n\t<div class=\"form-relative six columns\">\n\t\t<p><label>Last Name<\/label><br \/>\n<span class=\"wpcf7-form-control-wrap\" data-name=\"last_name\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-text wpcf7-validates-as-required\" aria-required=\"true\" aria-invalid=\"false\" value=\"\" type=\"text\" name=\"last_name\" \/><\/span>\n\t\t<\/p>\n\t<\/div>\n<\/div>\n<div class=\"row\">\n\t<div class=\"form-relative six columns\">\n\t\t<p><label>Company<\/label><br \/>\n<span class=\"wpcf7-form-control-wrap\" data-name=\"company\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-text wpcf7-validates-as-required\" aria-required=\"true\" aria-invalid=\"false\" value=\"\" type=\"text\" name=\"company\" \/><\/span>\n\t\t<\/p>\n\t<\/div>\n\t<div class=\"form-relative six columns\">\n\t\t<p><label> Job title<\/label><br \/>\n<span class=\"wpcf7-form-control-wrap\" data-name=\"job_title\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-text wpcf7-validates-as-required\" aria-required=\"true\" aria-invalid=\"false\" value=\"\" type=\"text\" name=\"job_title\" \/><\/span>\n\t\t<\/p>\n\t<\/div>\n<\/div>\n<div class=\"row\">\n\t<div class=\"form-relative six columns\">\n\t\t<p><label>Business Email Address<\/label><br \/>\n<span class=\"wpcf7-form-control-wrap\" data-name=\"business_email_address\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-email wpcf7-validates-as-required wpcf7-text wpcf7-validates-as-email\" aria-required=\"true\" aria-invalid=\"false\" value=\"\" type=\"email\" name=\"business_email_address\" \/><\/span>\n\t\t<\/p>\n\t<\/div>\n\t<div class=\"form-relative six columns\">\n\t\t<p><label>Business Phone Number<\/label><br \/>\n<span class=\"wpcf7-form-control-wrap\" data-name=\"phone_number\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-text\" aria-invalid=\"false\" value=\"\" type=\"text\" name=\"phone_number\" \/><\/span>\n\t\t<\/p>\n\t<\/div>\n<\/div>\n<div class=\"row\">\n\t<p><label>Leave us a comment<\/label>\n\t<\/p>\n\t<div class=\"form-relative twelve columns\">\n\t\t<p><span class=\"wpcf7-form-control-wrap\" data-name=\"comment\"><textarea cols=\"40\" rows=\"10\" maxlength=\"2000\" class=\"wpcf7-form-control wpcf7-textarea\" aria-invalid=\"false\" name=\"comment\"><\/textarea><\/span>\n\t\t<\/p>\n\t<\/div>\n<\/div>\n<div style=\"display: none\">\n\t<p><span class=\"wpcf7-form-control-wrap initialTrafficSource\" data-name=\"initialTrafficSource\"><input type=\"text\" name=\"initialTrafficSource\" id=\"\" class=\"wpcf7-form-control wpcf7-text wpcf7dtx wpcf7dtx-text dtx-pageload\" aria-invalid=\"false\" readonly=\"readonly\" value=\"\" data-dtx-value=\"CF7_get_cookie%20key%3D%27initialTrafficSource%27\" \/><\/span>\n\t<\/p>\n<\/div>\n<p><input class=\"wpcf7-form-control wpcf7-submit has-spinner\" type=\"submit\" value=\"Talk to Us\" \/>\n<\/p><div class=\"wpcf7-response-output\" aria-hidden=\"true\"><\/div>\n<\/form>\n<\/div>\n<\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t<\/div>\n\t\t\n\t<\/div>\n<\/section>","protected":false},"excerpt":{"rendered":"<p>Discover how Thalia significantly improved their customer experience with help of zenloop.<\/p>\n","protected":false},"author":21,"featured_media":8957,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"two-col-blog.php","format":"standard","meta":{"_acf_changed":true,"inline_featured_image":false,"footnotes":""},"categories":[20,6],"tags":[],"class_list":["post-8952","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-resources","category-case-studies"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v21.6 (Yoast SEO v27.5) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>How Thalia wins back 70% of dissatisfied Customers<\/title>\n<meta name=\"description\" content=\"Discover how Thalia achieved a 70% recovery rate for dissatisfied customers with zenloop and significantly improved their customer experience. 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