QVC’s Evolution to a Customer-led, Multi-platform Brand

Customer Insights Manager, Phill Stevenson discusses how the business adopted a customer-centric approach in order to get closer to their customers and remain relevant.

QVC is the world’s leading video and e-commerce retailer, engaging millions of shoppers every day. They combine the best of content and retail to deliver the most curated, rewarding shopping experience.

Customer expectations online are constantly evolving, and new, innovative organisations are entering the retail market every day. QVC identified the importance of getting closer to their customers to further understand how to optimise the customer experience and evolve their offering in line with what their loyal customers expect, whilst still attracting a new and more digitally enabled customer.

Aired: Thursday 13th December, 2018
Duration: 35 minutes followed by Q&A

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Hear directly from QVC on how their insight community contributed to the following:

Creating a seamless customer journey across multiple devices and touch points

Allowing customers to be a part of their transition by injecting feedback directly into key business decisions

Catering for a loyal customer base, whilst attracting a new and younger audience

Understanding what customers want and expect from a retailer in 2019

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