The Challenge
Moher Boutique Store, an online platform based in Peyad, Trivandrum, India, specializes in designer wear and customized fashion exclusively for women. Despite its reputation for offering unique fashion pieces, the store faced challenges in gathering meaningful customer feedback and building customer loyalty. Without a structured mechanism to understand customer opinions, it struggled to identify issues impacting satisfaction and repeat business. Many first-time customers did not return, with unclear reasons for the low retention. Additionally, the boutique’s customization services, including bespoke outfits for family or couple photoshoots, were underutilized due to limited customer awareness. To tackle these challenges, Moher Boutique Store partnered with NumeroCX to implement a Voice of Customer (VoC) program aimed at improving satisfaction, loyalty, and awareness of its offerings.

The Work
Numero CX developed a customized VoC program for Moher Boutique Store to capture customer feedback and provide actionable insights. Post-purchase surveys were introduced via SMS and email to measure Customer Satisfaction (CSAT) and gather qualitative feedback on the shopping experience. Monthly data reviews revealed that customers were pleased with product quality but raised concerns over delays in the customization process and lack of awareness about the stitching unit’s services. To address these, NumeroCX implemented a workflow tracking system, enabling customers to track the progress of their orders. A marketing campaign was also launched to highlight the customization services, focusing on bespoke outfit creation for family events and couple photoshoots. Additionally, staff training initiatives ensured that customers were proactively informed about customization options, fostering better engagement and transparency.

The Result
The VoC program led to transformative improvements for Moher Boutique Store. CSAT scores rose by 30% within three months, as customers appreciated faster delivery times and enhanced communication about their orders. Awareness of the stitching unit’s capabilities increased by 40%, driven by targeted marketing and proactive customer engagement. Repeat customer rates grew by 25%, as the boutique positioned itself as a one-stop destination for designer wear and tailored outfits for women. These advancements solidified the store’s reputation as a customer-centric brand, attracting new clientele and boosting word-of-mouth referrals across India.