Strategy

Utilizing Reputation Management To Drive Operational Changes

Putting the VOC at the center of your business isn’t difficult. However influencing change across multiple departments to improve your customer’s experience is. As digital ordering channels became a growing portion of Roti’s business, there was tremendous opportunity to improve the channel’s customer experience. I overhauled Roti’s reputation management strategy, and more importantly our team’s relationship with that data to make it more actionable. Ratings for our digital orders improved by 36% YOY and digital order volume increased 93% YOY.

Visa Case Study - Improving Retention Rates on Customer Acquisition

Customer research data highlighted that there was significant opportunity for improving the return rate of our customers after trial. I created a hyper-specific targeting and communication model that drove home hyper-specific benefits to Vegan, Gluten-Free, and Keto audiences. With this new communicational model We saw a 15% increase in digital order volume and a 34% lift from the campaign overall. The best part? Customers acquired through this campaign were 85% more likely to evolve into an engaged customer.