Signifyd announced it is honoring wellness supplement retailer Organifi with its FLOW award for customer experience and digital agency Digital Operative for its work creating online experiences for e-commerce merchants and their customers.
Superfood Supplement Retailer Organifi and Digital Agency Digital Operative Named Signifyd’s FLOW Award Winners for Excellence in Commerce
Organifi was born of founders who were personally looking for a healthier lifestyle and ultimately a convenient and impactful way to help consumers who wanted to improve their wellness and nutrition.
Organifi has grown into a nutritional supplement powerhouse with headquarters in San Diego that houses a substantial customer support operation made up of a team of health and fitness enthusiasts who regularly challenge each other in body-building and fitness contests.
“It’s more than just transactional with our customers,” said Louie Romagnoli, who manages Organifi’s investor relations. “We definitely use our in-house customer success team. We frame that department as an educational platform.”
With about a dozen different juices and supplement products, it’s important for Organifi customers that the company’s success agents understand each customer’s goals and be able to provide insights and advice on how to use Organifi products in order to achieve them, Romagnoli says.
Part of Organifi’s team makes outbound calls to customers to check on their progress and their satisfaction with the company’s role in moving them down their path to a healthier life. If a customer is not satisfied with an Organifi product, he or she will get their money back.
“I think it’s that we care more that people are getting what they need than whether we make a sale,” Romagnoli says. “The fact that we can make a customer happy at the end of the day, and help them achieve their goals, that’s us fulfilling our mission.”
Organifi, winner of the FLOW Customer Experience Award, and Digital Operative, winner of the FLOW Digital Experience Innovation Award, accepted their honors at Signifyd’s FLOW San Diego — an evening of high-level retail discussion among leaders in the field, who also gathered to enjoy each other’s company over dinner and drinks.
“In the Amazon era, customer-centric thinking is a requirement for every retailer. Organifi has not only thought about it, but is putting it into practice flawlessly,” Signifyd Senior Vice President of Marketing and Alliances Indy Guha said in announcing the awards. “For its part, Digital Operative is providing forward-thinking retailers with the ability to offer their customers rich digital buying journeys that create remarkable online experiences and memories — which in turn create customers for life.”
San Diego-based Digital Operative, also known as DO, understands that distinct pieces of the customer experience need to be woven together in order to provide a unified and outstanding shopping experience for consumers.
“The mission of any successful retailer, whether in a store or on a mobile device, is to create amazing customer experiences first and foremost. People want to engage with brands and businesses that they are emotionally invested in,” said Ryan Melamed, DO’s vice president, strategy. “The digital experience is a way of life for consumers and therefore it is critical that it is also a way of life for retailers. It’s a 24/7 opportunity to connect, engage and deliver for their customers.”
The DO team includes experts in creative direction, digital strategy, marketing, user experience, web design and e-commerce site development. They know that no two retailers are alike and that each merchant’s challenges require a distinctive set of solutions.
“Consumers are going to remember the experience that they have with a retailer even more than they’ll remember the product or service they bought from them. Through the digital lens, that might be navigating to a product faster, receiving real-time personalized promotions or brand content, providing exceptional customer service through technology or simply making checkout easier. At DO, our job is about forming an emotive connection between the brand and the customer through content, technology and user experience design,” said Melamed.
“We believe the difference with DO is that we use data, research and testing to guide the experience but we are also great listeners when it comes to our clients’ goals — both current state and future state. We are not afraid to place some bets on behalf of the customer in developing innovative solutions for everyday digital experiences.”