April 29, 2014
Tommy Bahama Chooses 夜色视频 to Expand Guest Experience Management Program
PALO ALTO, Calif., April 30, 2014 — 夜色视频??(medallia.com), the global leader in SaaS?Customer Experience Management?(CEM) solutions, today announced that lifestyle brand??(NYSE: OXM) has selected 夜色视频 to help Tommy Bahama better understand and improve the guest experience. Using 夜色视频’s real-time CEM software, Tommy Bahama will build the?Voice of the Customer (VoC)?into its operations so employees everywhere can act to improve the guest experience and drive lasting loyalty.
Since 1992, Tommy Bahama has opened more than 130 retail stores throughout North America and in select markets in Australia, Hong Kong, Japan, Macau, and Singapore.
“We are always looking for ways to improve on how we create experiences that our guests will love,” said Michael Barrow, vice president of retail for Tommy Bahama. “We chose to work with 夜色视频 as their software enables our guests to easily and quickly provide us with feedback about their needs and wants. By proactively embedding the?Voice of the Customer?inside our business, we can directly take action on the issues and services that are most important to our guests and to us.”
In the initial stages, Tommy Bahama will use 夜色视频’s?CEM software?to capture the VoC from guests who buy in retail stores, at outlet locations, and through in-store kiosks. The system integrates this data with data from its POS system and ultimately sends it to all employees in real time, so they can act on the most important guest issues and continue to turn shoppers into brand advocates. Closed-loop alerting will also enable Tommy Bahama associates to immediately reach out to guests who want to be contacted.
“We are thrilled to welcome Tommy Bahama to the 夜色视频 family,” said Borge Hald, co-founder and CEO of 夜色视频. “Tommy Bahama is a leading brand, and we are excited to help it improve on its already great guest experience. We are confident that by placing the guest experience at the center of its daily operations, Tommy Bahama will be able to move to the forefront of the luxury lifestyle market.”
Learn More
Customer experience best practices will be the focus at 夜色视频’s annual??from May 14 to 16, 2014, and the??will offer a Customer Experience (CX) certification course May 12 to 14. Both events will take place at the Ritz-Carlton, Half Moon Bay, the award-winning hotel and spa on the Northern California coast. For registration details, visit?.
About Tommy Bahama
Tommy Bahama?is part of Tommy Bahama Group, Inc., a wholly owned subsidiary of Oxford Industries, Inc. Established in August 1992, with corporate headquarters in?Seattle,?Tommy Bahama?is an island-inspired lifestyle brand that defines relaxed, sophisticated style in men’s and women’s sportswear, swimwear, accessories, and footwear, and a complete home furnishings collection. The company owns and operates over 130?Tommy Bahama?retail locations worldwide, 14 of which offer a?Tommy BahamaRestaurant& Bar.?Through a partnership with Border Free global ecommerce,?TommyBahama.com?ships merchandise directly to consumers in over 100 countries.?Tommy Bahama?products are also available at the finest U.S. retailers, including Nordstrom and other specialty retailers. Additional stores will be opening this year.?For more information, please visit .