Medallia, the global leader in customer experience management announced that JOANN, the leading fabric and crafts retailer with millions of customers across the U.S., has implemented Medallia Experience Cloud to collect holistic, actionable customer feedback in real-time. With Medallia’s’s ability to capture feedback across all channels and to immediately prompt Team Member action, JOANN aims to strategically integrate insights and improve the customer experience.

With 870 stores, a leading e-commerce site and mobile app with millions of users, JOANN wanted a way to streamline customer feedback and to engage Team Members at all levels within a single platform. The Medallia mobile app is easy for Stores, Field Leaders, and even JOANN executives to use, and provides a real-time view into actual customer feedback. Team Members currently rely on Medallia for a single view across all stores, joann.com, and the call center, processing one customer comment every minute. The company is continuing to explore rolling out the platform across other channels, including Buy Online, Pick-Up in Store and education programs.

“Although we’ve served the craft industry for 75 years, we are constantly learning from our customers and looking for new ways to improve their experience,” said Steve Miller, Senior Vice President, Marketing & eCommerce at JOANN Stores. “To align and engage our tens of thousands of Team Members across the nation, we needed Medallia’s powerful platform that offered a holistic view of the customer experience, as well as the ability to easily see, drill down and take action on specific incidents. For instance, we just launched our first concept store with new experiential offerings, merchandising and custom services, and getting clear feedback on those changes will help determine how we move forward.”

Early results show high engagement from JOANN customers, with an initial 50% open rate and 20% survey response rates for solicited feedback. Team members are able to consistently monitor their stores’ comments, and an average 75% of actionable incidents are closed within 72 hours. In addition, JOANN uses Medallia for Digital for feedback on the digital customer experience, supplementing existing analytics and CRM systems.

“JOANN customers are creative, passionate and want the most from their relationship with the JOANN team. With Medallia, JOANN can unlock the power of customer feedback to inform memorable retail experiences in store and streamline the digital customer experience online,” said Scott Aronson, Chief Revenue Officer, Medallia. “We’re excited to partner with JOANN to deliver results directly linked to their business value drivers, that will inform strategy and support business outcomes.”