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Cases Blokker

Improving the in-store customer experience thanks to real-time feedback insights

Hello Customer starts from the customer's perspective. It's not a long survey based on our own KPIs. Instead, our customers tell us what the company's priorities should be and what we should focus on.
Nelleke Wessels Timmer
District Manager, Customer Insights
Industry Retail
Full case study

4 pages

Blokker’s challenges

Blokker is a Dutch retail group active in household and homeware products. Together with BCC, Intertoys and MINISO they are part of the Mirage Retail Group. Blokker recently pivoted its strategy completely towards a more customer-centric approach. 

Their challenges:

  1. Blokker wants to prepare its employees for a new type of retailing that focuses on connecting with customers

  2. Blokker wants to collect as much customer feedback as possible to share customer stories throughout the entire organization.

  3. Blokker wants to achieve customer-driven growth by knowing what the customer finds important and prioritizing projects based on customer feedback.
The voice of the customer is part of our weekly reporting. Hello Customer forces us to think from the customer's point of view. The AI text analysis shows in great detail what the customer is talking about and does so in an objective way.
Nelleke Wessels Timmer
District Manager, Customer Insights

Get to know how

✔️ Blokker uses customer feedback insights to continuously improve the in-store experience to lower customer churn

✔️  Blokker involves their store managers in their CX program to fix issues instantly thanks to real-time customer feedback.

✔️  Blokker has drastically increased employee engagement in their store teams thanks to customer feedback

1896 Founded
296 Locations
5000 Employees in Blokker Group
350 Stores

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