Bloom & Wild
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Bloom & Wild + Chattermill

"Chattermill enables us to truly connect with our customers by helping us identify complex pain points in multiple areas based on direct feedback for each and every team to act upon.”

Bloom & Wild achieved

97% increase in recipient NPS

97% increase in recipient NPS

3% Increase in sender NPS

3% Increase in sender NPS

Global sender NPS of 84

Global sender NPS of 84

Overview

Bloom & Wild really embrace their 'Customer First' values. They take the time to connect with their customers to ensure a focus on constant improvement and innovation. Everything from their signature letterbox packaging to their beautiful range of products is designed to enhance the customer experience. Key to developing this, is their focus on collecting and sharing highly granular customer feedback insights across different teams.

Untangle all feedback data to get a full picture of the customer

Untangling every touchpoint

Bloom & Wild's goal was to understand their customer’s perception of flower quality. The company needed access to a platform that could provide accurate insights on hard to reach touchpoints of the customer journey.

Bloom & Wild knew they could drive a better customer experience and, ultimately, better business outcomes with data-informed decisions based on customer feedback.

Holistic view of the customer journey

Chattermill enabled Bloom & Wild to analyse feedback in all the different languages they recieved customer responses in, providing near real-time insights with high granularity allowing data-driven changes to be made faster.

As a result of seamless integration with Bloom & Wild's existing tools and systems, they were able to integrate multiple feedback channels across markets into one easily accessible source of customer experience insights. That was how the company managed to gain a complete picture of the user journey and varying perceptions from their userbase.

By using Chattermill, Bloom & Wild is now able to easily understand how customers feel about different steps of the customer journey, and more importantly, where the areas of high impact are.

Effortless granular insights

Kirsty Macdonald

Head of Customer Experience

“We're really excited to be working with Chattermill, the platform allows us to access the hard reach touchpoints of our customer's journey across multiple channels and focus on the elements that create unique customer experiences that drive our growth."

Bloom & Wild have developed a modern approach for sending flowers to loved ones, allowing their online flower delivery platform to become a trailblazer in e-commerce. Operating with over 90 employees in 4 countries, Bloom & Wild is the UK's top rated online florist and boasts of an NPS of 84, highlighting the level of customer loyalty that the brand enjoys.

www.bloomandwild.com/>

Industry

eCommerce

Region

Europe & North America

Company Size

Medium

Business Type

B2C

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