Healthy Directions Discovers Key Customer Insights Using Voice of Customer Platform from Allegiance

FREE CASE STUDY

Healthy Directions, LLC is a leading provider of health publications and proprietary, doctor-formulated nutritional supplements. One of the company's top priorities was to bring the customer's voice to the forefront of the business and identify factors leading to product loyalty and repeat purchases.

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With help from Allegiance, Healthy Directions began by customizing a weekly product survey containing 28 questions, which is emailed to random customers. As expected, the product

In this case study the reader will learn how Healthy Directions
achieved the following:

Identified repurchase rate as a key metric to growing the business.
Identified possible factors driving customer satisfaction and repurchase decisions.
Implemented road maps/action plans based on survey results for increasing sales of two products.
Initiated several product changes (in progress) to determine impact on repurchase /first time purchase rates.

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survey results showed that promoters of a Healthy Directions' product are more likely to repurchase the product and are more satisfied overall. But this was just the beginning.