In this episode of NeosVoc Talks, we had the pleasure of chatting with Simone Sapia, CRM Specialist at Prénatal, a leading retail company for children with over 60 years of experience. During our conversation, Simone shared the strategies and benefits Prénatal has achieved using the NeosVoc platform to enhance its customer relationships.
The Voice of the Customer: A Priority for Prénatal
Simone began by explaining how customer experience has always been a priority for Prénatal:
“Our goal is to accompany customers in their growth journey, not only with products but also with a valuable experience,” he explains. “Thanks to NeosVoc, we can collect real-time feedback from our customers, monitoring the Net Promoter Score (NPS) and other key indicators across every channel, both physical and digital.”
This approach allows Prénatal to act quickly and effectively, improving the overall experience both in stores and online.
Data Integration and the Added Value of NeosVoc
One of the aspects that pleasantly surprised Prénatal was the ease of integrating NeosVoc with other company systems. As Simone explained:
“NeosVoc is a truly user-friendly platform and easily integrates with CRM data, physical and online sales, and other company systems. This allows us to create detailed and customized reports, essential for gaining a clear and in-depth view of the customer.”
Thanks to this integration, Prénatal can merge data from multiple sources to obtain highly valuable insights.
“By analyzing open comments through NLP (Natural Language Processing), we can fully understand our customers’ needs and emotions, enabling us to act immediately,” Simone adds. This level of detail helps the company identify areas for improvement and make informed, data-driven decisions.
Results and Unexpected Benefits of Using NeosVoc
Simone shared that adopting the NeosVoc platform has brought unexpected benefits to Prénatal:
“We discovered that proactively and personally listening to customers not only increases their satisfaction but also strengthens their loyalty,” he says.
“The simple fact that customers know they are being heard makes them feel valued, which is crucial for a lasting relationship.”
Thanks to the Voice of the Customer approach, Prénatal can anticipate customers’ needs and respond quickly and effectively.
“If a customer provides feedback today, we are already able to act tomorrow to improve,” Simone explains, emphasizing the importance of responsiveness in delivering quality service.
Why Every Company Should Listen to the Voice of the Customer
At the end of our conversation, we asked Simone who he would recommend NeosVoc to.
“I would recommend NeosVoc to any company willing to step up and build an authentic relationship with its customers,” he replies.
“Having access to customers’ feedback and opinions allows companies to quickly identify areas for improvement and guide their strategic and operational choices.”
According to Simone, listening to the Voice of the Customer adds value by not only meeting customer expectations but also inspiring business innovation.
“Targeted customer listening not only makes them feel valued but also improves retention and allows the company to stay ahead of the times.”
Prénatal’s experience demonstrates that an advanced platform like NeosVoc can make a difference, not only by collecting feedback but also by transforming this data into concrete, actionable improvements. NeosVoc proves to be an essential tool for any company looking to base its decisions on customers’ voices and real needs.
If your company also wants to uncover new insights from customer feedback and turn data into valuable actions, NeosVoc is the right solution for you.
Contact us to learn more and start your journey toward customer experience excellence.
