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Innovative Voice of Customer solution provides Dillard’s with precise, real-time insight into what customers want and need online, in-store and on mobile.

Chicago, IL–May 7, 2013 — OpinionLab, the pioneer and global leader in Omnichannel Voice of Customer (VoC) feedback solutions, today announced that Dillard’s, one of the nation’s largest fashion apparel, cosmetics and home furnishings retailers has selected OpinionLab to extend its omnichannel Voice of Customer program including its digital, mobile and in-store experiences, with precise insight into what its customers want and need. Through OpinionLab, Dillard’s can harness the power of customer feedback at all touchpoints and gain actionable insight into how to deliver the best experience to consumers wherever they engage, research and shop.

OpinionLab’s patented solutions allow Dillard’s to systematically interpret customer feedback across all of Dillard’s brand touchpoints, including mobile platforms, online and in-store. Now, Dillard’s can monitor and optimize the customer experience in real-time with an end-to-end solution set that includes research design, data collection and integration, analysis and reporting. Location-specific, context-rich insight can be fed across the organization, from managers through executives, for the greatest impact from the voice of the customer.

“At Dillard’s, we are committed to providing the very best customer service and a great experience for our customers regardless of where they shop – whether that’s in our stores, at Dillards.com or through their mobile phones,” said Woody Chin, CIO of Dillard’s. “We believe our decision to select the global leader in Voice of Customer, is a true testament of our commitment – making it even easier for our customers to provide feedback and for our company to act on that feedback.”

“We are thrilled to welcome Dillard’s as one of our newest clients and are looking forward to working with their great team to deliver the best experience for its omnichannel customers,” said Scott Gifis, SVP, Global Sales & Business Development at OpinionLab. “Voice of Customer is one of the most important strategies for retailers today and by selecting OpinionLab, Dillard’s is making a commitment to listen and learn from its customers, keeping them at the center of its business.”

OpinionLab brings over a decade of client success to its work with Dillard’s. OpinionLab’s proven, state-of-the art VoC solution is used by half of the Fortune 50, and the company collects and interprets over ten million location-specific comments every month in 32 languages and over 200 countries around the globe.

Recently named by Crain’s Chicago Business as one of the area’s most innovative companies, OpinionLab continually innovates new capabilities and functionality to keep pace with changing consumer behavior.  The company holds 16 patents on major VoC advancements and has a number of patents pending in the areas of mobile feedback, advertising feedback and social media analytics.

About OpinionLab
OpinionLab is the pioneer and global leader in Omnichannel Voice of Customer (VoC) feedback innovation with over a decade of success and a dozen patents on major VoC advancements. Starting with the familiar [+] feedback symbol, the company’s end-to-end solution suite allows clients to improve the omnichannel experience with precise, real-time intelligence into what customers need and want. Nearly half of the Fortune 50 including Walmart, Bank of America, and Ford Motor Company, choose OpinionLab for actionable VoC insight across web, mobile, store and product touchpoints. For more information, visit OpinionLab online, read the blog or follow Voice of Customer on Twitter.


Erica Cenci
BPR for OpinionLab
(402) 889-0267


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