Kampyle’s Voice of the Customer solutions help PUMA understand their customer expectations and frustrations. By implementing and customizing the look and feel of the feedback form, customers experience a seamless PUMA-branded experience. Careful targeting and messaging to specific customers on the right pages solicit the feedback they seek while minimizing unnecessary interruptions and customer service requests.
For example, PUMA learned that their customers expect strong localization (content translations), and that they prefer english language content over automated machine translations. These were insights they could never gain using analytics and spreadsheets alone.
PUMA’s Ken Kralick, Head of E-Commerce Europe, shared his experience in the video below.