Case Study: Thalia wins back 71.8% of dissatisfied customers with zenloop

How Thalia wins back 70% of dissatisfied Customers with proactive CX Management

Thalia, a major retail brand, wanted a better way to systematically collect, analyze, and act on customer feedback to create stronger customer experiences across the journey. To solve this, it turned to zenloop’s CX Management platform, using AI-powered, multi-channel surveys to capture feedback at key touchpoints such as the webshop, customer service, and deliveries.

With zenloop, Thalia combined automated sentiment and label analysis with internal sharing of insights and targeted win-back and review-generation campaigns. The results were impressive: Thalia maintained an average NPS of +78, improved its Trustpilot rating from 2.7 to 4.7 stars, and won back 71.8% of dissatisfied customers, driving more than 70,000 orders from recovered customers.

Thalia

Lena Eickers

CRM Manager