We are talking today with Lucas Martín, Co-Founder and Head of Operations at La Farmacia del Bebé, a pharmacy in Madrid specialized in baby products. Lucas tells us how eKomi has helped them increase the quantity and quality of customer feedback more than ever and how this contributes to the growth of their business.
– Lucas, how important is customer feedback for your company and industry?
In La Farmacia del Bebé we try to give excellent and personalized attention to our clients. There are many parents who contact us to try to solve a problem with their baby, and it is the advice we give what distinguishes us from the competition. For this reason, we are very interested in knowing how the customer experience has been from the first contact to the delivery of the package.
Customer feedback is essential for good decision making, which can range from the incorporation of new product lines to changes in the different delivery options.
–How was the situation in your company before implementing eKomi?
Well, the truth is that we already collected customer opinions, but in a very rudimentary way, that did not allow us to perform adequate traceability. So, we had a superficial overview of our customers’ satisfaction with the service we provide, but we had no details that would allow us to solve specific problems. In addition, we lacked information
– What changed once you hired eKomi to handle your customer feedback professionally?
On the one hand, we began to receive much more feedback, because eKomi has a very high response rate. On the other hand, since customer reviews are visible to other customers, they became a tool of help among clients, who consult the reviews of others before deciding to make a purchase.
In addition, the fact of being able to respond to opinions is very interesting, since it is responding to the client’s concern, who finally perceives that his opinion has been taken into account, which is what we all want, right?
– Would you recommend eKomi to other companies?
Yes, I would definitely recommend it. The integration was simple and eKomi’s staff assisted us at every moment. The implementation was fast, and the benefits became evident very soon, especially because we began to get much more feedback from the very first days. Listening to your client’s voice is crucial so as to be able to improve your service.
To see the strategies that have helped other successful companies, increase customer satisfaction, trust, loyalty, reputation and revenue, book a free online consultation with eKomi’s customer feedback specialists: