In June 2014, The Limited implemented Bizrate Insights, our customer feedback platform. Today, The Limited receives ~1,000 completed surveys each week, providing insights into their customer experience that helps them improve their IT, e-commerce, stores, promotions, planning, operations, merchandising, products and much more. The Limited started with asking simple questions: What do customers love? Is there consistent feedback on a particular product? Do customers understand promotions and return policies?

Dawne Brookes, The Limited’s Supervisor, Ecommerce Contact Center & Operations spoke with us to share how Bizrate Insights supports The Limited’s goal of listening to their customer, and provides context for their customer feedback.

“Good listening is the first step of serving customers better, and will lead to long-term growth. Over the past few years, retailers have become very promotional, but we continue to focus on our customers’ needs. What really will differentiate a retailer is listening to the customer, and providing excellent service based on what we hear,” said Ms. Brooks.

For more key takeaways on The Limited’s journey to find the voice of the customer, click here.
 For a transcript of Dawne Brooks’ full interview, click here.