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Connecting to Your Customer’s Heart Not Just Their Voice

Unstructured data is helping to define the authentic voice of the customer. At Tiffany and Co. we connect to our customer’s heart not just their voice.

While quantitative results are easier to speak to and understand in terms of satisfaction ratings, trends and comparisons, it’s the qualitative stories our customers are telling us, telling each other and telling the social media audience, that hold the competitive edge in today’s ever-changing world. By not only discovering the hidden gems found within the unstructured data but by harnessing them to business strategies and elevating them in a compelling way to senior leaders, Tiffany, together with their customers, will co-create the future of their brand.

Jami Blake, Director, Voice of the Customer, Tiffany & Co.