After only one month of collecting open feedback, we discovered several opportunities for improvement. These quick wins were translated into projects with a positive effect on CX.
Café Royal is a Swiss coffee brand that is part of Delica AG, a business enterprise of the M-industry that belongs to the Swiss trading group Migros. Café Royal sell their products in several supermarket chains like Carrefour, Albert Heijn, Match and E. Leclerc. Since 2018 they started offering their coffee online in a B2C-webshop.
However, offering the right customer experience means something else in e-commerce than it does in physical stores. In this case study, we discuss how we helped Café Royal streamline their online ordering process. Using the Hello Customer platform, the Swiss coffee brand got some actionable insights on where their customers’ pain points truly lie.