1 - 8 0 0 C O N TA C T S+ Q U A LT R I C S

SUCCESS STORY

In today’s digital marketplace where impersonal interactionsare the norm, 1-800 Contacts uses its digital platform tocreate personalized human connections with their customers.Partnering with Qualtrics, they’ve developed an extraordinaryVoice of the Customer program that has earned themcustomers for life.

NEIL WIELOCH, 1-800 CONTACTS

“With Qualtrics, our VoC program is actuallycreating customers

for life.”

+

1-800 Contacts added a simple, open-ended question to theend of their customer experience surveys: “Is there anything we can do to make your experience better?” They received some expected requests—easier website navigation, more shipping options, etc.—but from time to time, customers asked for something unusual.

To 1-800 Contacts, these unexpected requests weren’tanomalies to be ignored—they were opportunities to surpriseand delight customers and build a reputation for unprecedented customer service.

EARS TO THE GROUND,EYES ON LOYALTY

Since Qualtrics had given 1-800 Contacts an improved ability to close the loop oncustomer feedback, they decided that they’d go above and beyond to fulfill even the most outrageous requests. One customer jokingly wrote, “I could really use a pizza right now.”Qualtrics allowed 1-800 Contacts to flag the response in real time and have a pizzadelivered within the same hour.

Sometimes, customers didn’t ask for anything, but 1-800 Contacts found a way to make contented customers even happier. When a customer said, “No, I’m a happy camper, but thanks for asking,” 1-800 Contacts responded by sending a S’mores package with graham crackers, marshmallows, and Hershey’s candy bars.

Another customer said, “There’s nothing better than calling and actually having a human being answer—not some automated system that drives you nuts.” 1-800 Contactsresponded by sending the customer a box of peanuts along with a funny note to showthat employees were listening to their survey responses, too.

Since 2013, 1-800 Contacts has been making customers smile with highly personalizedresponses that may have nothing to do with contact lenses, but everything to do withrelationships. By making it effortless to receive, analyze, and respond to feedback, Qualtrics has helped this small but brilliant customer experience team earn lifelong loyalty fromthousands of customers, and the effect on the overall business has been resounding.

RESPONDING TO FEEDBACKWITH EXTRAORDINARY ACTIONS

PUT QUALTRICS TO WORK FOR YOU | QUALTRICS.COM 800 340 9194

RESULTS

Increasein reorderrate3.8%Additionalmonthlyrevenue135K

+13 Net PromoterScoreincrease

1-800 CONTACTSHAS BEEN CREATINGCUSTOMERS FORLIFE SINCE 2011

QUALTRICS.COM | 800 340 9194

1-800 Contacts is the world's largestcontact lens company, providing the best brands and the fastest, easiest, and most enjoyable way for millions of customers to order and reorder contact lenses.

ABOUT1-800 CONTACTS

I N D U S T R YConsumer Goods

R E G I O NUnited States

C O M PA N Y S I Z ELarge

B U S I N E S S T Y P EB2C

1800CONTACTS.COM