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Recognizing the value of their customer feedback, Venus knew they needed to harness the information hidden in their online reviews and ratings. Yet, conventional methods like tracking reviews in spreadsheets proved arduous, consuming valuable time and resources. Enter: Yogi.
From the initial demo with Yogi’s customer sentiment platform, which showcased data from their own products and competitors, Venus was able to validate ideas about their customers with Yogi data. The team quickly made use of the platform, turning reviews into a deep and accurate data source.
One of the standout features that drew Venus to Yogi was seamless integration, requiring no assistance from IT. The low barrier to entry allowed the team at Venus to quickly get the answers they needed from their customer review data:
"If Yogi was a tool that required heavy lifting from our IT team, that would not be feasible for immediate implementation. But the fact that it didn't require any effort from our team helped us to move forward fast." - Maryam Afshar
Maryam leads Venus Customer Experience Lab, where she is responsible for user experience studies, brand tracking, and concept testing. In short, her teams seek to understand and provide the “why” behind the “what” at Venus.
“We receive so many comments every day, sharing the things that [customers] want to talk about. Listening to that on a day-to-day basis is very, very important - and very time-consuming and labor-intensive. We can all take NPS scores, but that doesn't tell us why or what customers are experiencing with your brand. Yogi is a platform that provides you with that. It's the difference between listening to your customers and not listening to them.”
Since integrating Yogi into workflows, Venus has experienced a remarkable shift. Multiple teams within the company now have access to the Yogi platform, enabling them to independently explore and prioritize their specific questions and needs. This democratized approach empowers each department to power its decisions with customer input to drive meaningful changes.
Using Yogi, Venus has unlocked a new level of customer understanding. They are now equipped to evaluate the significance of customer feedback, benchmark their performance against customer expectations, and gain insights into how external factors influence customer experiences.
Through Yogi, Venus has transformed their qualitative customer feedback into actionable, data-backed insights. The platform enables ongoing tracking and improvement of customer sentiment, empowering the Venus team to align their efforts with customer needs and deliver exceptional experiences.
Yogi has become an invaluable asset in their pursuit of customer-centricity and growth, enabling them to continuously evolve and meet the ever-changing needs of their customers.
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