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How improving CX led to an 8x liftin conversion for hhgregg
#AwesomeCX Needle.com
Why is improving CX so important?
They don’t talk anymore, they text
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Today’s consumers are different
#AwesomeCX Needle.com
Why is improving CX so important?
They trust strangers over brands
Customers over sales associates
People who share interests
Consumer trust has to be earned
Today’s consumers are different
#AwesomeCX Needle.com
Why is improving CX so important?
Everything now
Beautiful, simple design
Great experiences
What consumers expect has changed
Consumer trust has to be earned
Today’s consumers are different
#AwesomeCX
Why is improving CX so important?
of companies surveyed plan to compete primarily
on the basis of customer experience by 2016.
Up from 58% in 2014.
Gartner Survey – September 2014
Respondents were asked "Using the scale where 1 is not at all and 7 is completely, can you please rate to what degree your organization competes or will compete on the basis of the customer experience over the following time scales?"
89%
Founded in 1955 on caring customer service.
hhgregg knows how to deliver a great customer experience
“We help!”
#AwesomeCX Needle.com
The CX challenge for hhgregg
hhgregg wanted to bring the same customer experience they provide in their stores to the online experience,
all while bolstering sales.
How?
They chose Needle
#AwesomeCX Needle.com
hhgregg is able to source, certify, and manage a team of consumer product experts—advocates.
With Needle…
#AwesomeCX Needle.com
These advocates are diverse
YOUNG
MOTIVATED
HIGHLY EDUCATED
EMPLOYED
SOCIAL SAVVY
#AwesomeCX Needle.com
They are motivated to share their knowledge
Get the Study
#AwesomeCX Needle.com
These advocates are able to deliver a more visual, interactive, and personal shopping experience for hhgregg.
With Needle…
Now hhgregg can focus on what matters to both their business and customers: caring customer service.
“Very polite and knowledgeable about
appliances. she was
AWESOME!”
“Great knowledge and super friendly. I will
always go to chat vs
calling … Thanks again :-)”
“going to store now to buy”
“We had a fantastic implementation and launch …We were fully up and running
in little over a month.”
The Needle impact | hhgregg
IMPLEMENTATION
#AwesomeCX Needle.com
The Needle impact | hhgregg
79.26% *Incremental rate is calculated by dividing incremental revenue by gross revenue
Incremental rate*
#AwesomeCX Needle.com
The Needle impact | hhgregg
+17.6% *Average order value
AOV*
The Needle impact | hhgregg
“Needle has one of the highest returns of any of our digital marketing spends.”
ROI
The Needle impact | hhgregg
7.93x Lift in conversion vs. the normal site rate
Conversion
The Needle impact | hhgregg
“They continue to push into new categories with fantastic results and continue to tweak the program to make sure
they are giving us the best results possible.”
FLEXIBILITY
#AwesomeCX Needle.com
The Needle impact | hhgregg
9/10 Average CSAT
Customer satisfaction
“Keon was amazingly quick and extremely helpful. Because of him I am purchasing
the dryer right now.”
The Needle impact | hhgregg
CUSTOMER QUOTE
The Needle impact | hhgregg
“Wow! Dianna was so much help and didn’t rush me into making a decision. She was just wonderful …
Thanks to her I will be shopping at hhgregg again.”
CUSTOMER QUOTE
#AwesomeCX Needle.com
It’s time to improve your CX.
Learn more about the results Needle can help drive in customer experience and conversion.
Request a demo
#AwesomeCX Needle.com
Join the Conversation.
#AwesomeCX
