How Monica Vinader Unites Their Business Around the Voice of the Customer with Chattermill

Challenge

Running a jewellery brand that's beloved worldwide for its simplicity, luxury and conscious creation means putting the customer at the heart of everything. When Monica Vinader turned a customer experience department into an engine of business strategy, the company required a platform that could quickly clarify and streamline the learnings from their customer feedback.

When Monica Vinader turned a customer experience department into an engine of business strategy, the company required a platform that could quickly clarify and streamline the learnings from their customer feedback.

"Without Chattermill, we’d be pretty siloed in our functions. I’d spend hours manually analyzing and categorizing thousands of comments in spreadsheets, and everyone would be looking for insights only from their areas of expertise. With Chattermill, our Voice of the Customer program becomes the bridge between the daily operations, customer care, product and marketing teams, and the vision of the C-suite."

‍Building a Data-Informed Culture to Improve Alignment

The first step was to integrate all the sources of customer feedback into Chattermill's Unified Customer Intelligence platform. From NPS and CSAT responses to post-purchase surveys and Trustpilot reviews, the team has a single source of customer truth. This frees their time to focus on what truly matters - customer experience, loyalty, and retention.

"I wanted to be able to log into one platform daily and check what was happening," says Jade. "As a team of experts, we need to fix the issues, build strategies, find creative solutions, execute ideas, and bring the project team together, and not necessarily trawl through all of the data. Now I can load the screen, see the problems clearly and act accordingly.

To keep everyone on the same page, the team set up interactive dashboards – a shared workspace to fuel collaboration, break down silos and stay in sync.  

"I have a dashboard to monitor our NPS, net sentiment, negativity and positivity index, and top customer insights. But Chattermill dashboards let us gauge customer feedback across different areas of our business – CX, support, product, eCommerce, and just about anything. We use them in our cross-functional meetings to get an accurate picture of what's happening and drill down into specific themes."