Recuperando el pulso del cliente con fichas amarillas: la historia de una propietaria de un negocio de belleza
Scenario
The founder and owner of a beauty products company had built his business from the ground up, transforming it into a well-known and respected brand in the market. With a keen market vision and a deep understanding of customer needs, he led the company through years of steady growth. However, as the company expanded and the number of employees increased, he began to lose direct control over daily operations and, with it, the "pulse" on what really mattered to customers. As the company grew, new layers of management and communication emerged, and direct customer feedback began to get lost amid more bureaucratic processes. Results started to fall short of expectations, with declining sales and an increase in customer complaints. The owner, who had always had a keen instinct for the market, felt he was losing control and needed to find a way to reconnect with what his customers truly wanted.
Problem
The challenge for the business owner was clear: he needed to reconnect the company with its customers and understand their needs and expectations again. However, traditional market research methods were slow and costly, and internal data often did not reflect the real perceptions and experiences of consumers. The lack of a clear and direct view of customer feedback made it difficult to identify problems and implement effective solutions.
How Yellow Tokens Helped Through Understanding Customer Feedback
The solution came with the implementation of Yellow Tokens. The business owner decided to adopt the tool to regain direct contact with customers and understand again what was working and what needed improvement.
Con Yellow Tokens, la empresa pudo:
- Collect Real-Time Customer Feedback: the tool was configured to automatically collect customer feedback on the company's products and those of competitors across major digital platforms, such as Amazon, Instagram, YouTube, Tiktok, and other social media, providing a clear and consolidated view of customer perception.
- Identify Common Patterns and Issues: the analysis of feedback revealed specific patterns of dissatisfaction, such as issues with the quality of some products, difficulties in finding certain items in partner stores, and unmet expectations regarding the online shopping experience. These insights helped the owner quickly identify the main problems affecting customer satisfaction.
- Focus on Areas for Improvement: Yellow Tokens provided a detailed view of areas needing improvement, such as adjustments to product formulas, enhancements in distribution and the brand’s digital presence, and improvements in customer service. With this information, the owner could direct resources and efforts to the areas that most impacted the customer experience.
- Develop Specific Action Plans: based on the insights gained, Yellow Tokens generated detailed action plans, helping the owner quickly implement necessary changes to improve customer satisfaction and increase sales.
How Yellow Tokens Elevated the Role of the Business Owner
The implementation of Yellow Tokens allowed the business owner to regain a clear and accurate view of what his customers truly wanted and expected:
- Recovery of Strategic Control: with precise data and clear insights, the owner regained the ability to make informed strategic decisions, realigning the company with customer needs.
- Focus on Customer Experience: the tool helped the company adopt a more customer-centric approach, adjusting its products, services, and marketing strategies based on real customer feedback.
- Improvement of Internal Morale and Engagement: by bringing clear and actionable insights to the team, the owner was able to better engage employees, increasing morale and alignment around a common mission of enhancing the customer experience.
Results Achieved After Using Yellow Tokens
After implementing Yellow Tokens, the beauty products company experienced a significant recovery in results:
- 25% Increase in Sales: the improvements made based on customer feedback led to an increase in sales, both online and in physical stores.
- 40% Reduction in Customer Complaints: with the improvement in product quality and customer service, the number of complaints decreased significantly, reflecting greater customer satisfaction.
- Strengthening of Brand Reputation: the company regained its reputation as a brand that genuinely cares about its customers' needs, attracting new consumers and increasing the loyalty of existing customers.
Yellow Tokens became an indispensable tool for the business owner, allowing him to regain the "pulse" of the customer and ensure that the company continued to grow with a solid foundation of satisfied customers.
