Blooming Gifts – A large mail-order florist
The company specialise in floral gifts that can fit through letter boxes. Everything from choosing stems that are yet to bloom and innovative packaging, as well as larger arrangements which can be hand delivered to home and business addresses. In addition, they offer small additional gifts and personalised greeting cards to provide a well-rounded gift solution.
Blooming Gift knows that due to delivery routes, delays occasionally caused by issues such as adverse weather, or handling by third parties, the quality of their products and delivery timings can sometimes be compromised by problems outside of their control. They believe, however, that great customer service comes from acknowledging the customers issues rather than passing them to other companies to deal with the matter. They thrive on repeat business and do not want to risk a small number of problems resulting in a damaged reputation.
A large proportion of Blooming Gifts customers are female. Whilst the majority of customers are aged 35-50, the main spread covers 25-65 year old’s, so any solution needs to appeal to a wide audience base.
Alongside Universal Card, Blooming Gifts undertook research including e-surveys and small focus groups of past customers, talking to both customers whose order was received without issue and those who encountered problems, to understand:
As a result of the customer consultation, a new process for goodwill gestures was created:
The ‘sorry’ prepaid gifting cards were well received, and feedback surveys sent to those who experienced order issues elicited responses including:
The scheme has worked so well, additional themed prepaid cards have been created for:
See more Usage Models below:
*for illustrative purposes only