Gelatissimo Delights Customers With HappyOrNot Partnership

An Exclusive Interview with Ms. Maite Moraza, CEO & Founder of Gelatissimo Philippines

In what can be considered an exciting move to enhance the customer experience and keep the fun flowing, Gelatissimo Philippines, the renowned gelato chain, has joined forces with HappyOrNot, the world's leading customer feedback management company.

Photo Insert: Ms. Maite Moraza, CEO & Founder of Gelatissimo Philippines, celebrates the partnership with HappyOrNot, bringing smiles and delectable gelato to customers nationwide. Together, they aim to create an unforgettable customer experience filled with joy, satisfaction, and the sweet taste of success.

The Financial District sat down with Ms. Maite Moraza, the CEO and Founder of Gelatissimo Philippines, to get the scoop on this exhilarating partnership and what it means for gelato enthusiasts across the nation.

Listening to Customers, One Smile at a Time

With Gelatissimo's dedication to delivering joy through delectable frozen treats, it comes as no surprise that they chose HappyOrNot as their partner to further improve the customer experience.

When asked about the reason behind this collaboration, Ms. Moraza beamed: "Mainly to receive feedback from our customers (real-time) regarding their overall Gelatissimo experience. We also wanted to better monitor the customer service levels as we use this information as a tool in our employee incentive program."

Unleashing the Power of Feedback

Understanding the importance and meaning of measuring customer feedback, Gelatissimo Philippines embraces the valuable insights it provides.

"We use the data collected to help improve our customer service, store cleanliness, product options, and any other concerns," explained Ms. Moraza. "On the positive side, we use this as one of the criteria for our employee incentive program."

Taking Customer Feedback to the Next Level

Before the HappyOrNot partnership, Gelatissimo Philippines already had its own way to monitor customer feedback data. "We used our website as well as when the customer gives feedback directly to our staff," shared Ms. Moraza. However, there was so much lacking, that the partnership with HappyOrNot’s feedback-collecting Smileys thus provided the needed customer feedback data.

A Sweet Symphony of Targets and Goals

Setting feedback goals and targets to align with the Smileys' rollout, Gelatissimo Philippines aims to ensure excellent customer service, boost sales, and improve store operations. Ms. Moraza added, "We have set targets for this to allow staff to earn rewards and for Gelatissimo as a whole to provide the best customer experience possible."

The Journey Towards Exceptional CX

When asked about Gelatissimo Philippines' long-term customer experience (CX) goals, Ms. Moraza said, "We want our customers to keep coming back, help spread the word, and leave a lasting positive impression of their experience. It's all about creating delightful memories and ensuring our gelato becomes an essential part of their lives."

Smileys Sprinkle Happiness

Curious about the whereabouts of these delightful feedback-collecting Smileys, Ms. Moraza happily revealed, "You can find them by the POS on tabletop stands and by the entrance and exit points of our stores. They are strategically positioned to capture the essence of our customers' satisfaction."

Teamwork and Data-driven Insights

To oversee the feedback data and insights, Gelatissimo Philippines relies on a dedicated team consisting of operations, HR, and senior management. Ms. Moraza said, adding that they "have weekly and monthly meetings with our store team leaders. We also contact the particular store immediately if there are issues and concerns that come through, as well as commend them when feedback is positive."

Sweet Improvements on the Horizon

When asked about the areas they hope to pinpoint and improve through customer feedback, Ms. Moraza highlighted, "Mainly customer satisfaction with our service and our menu offerings. We strive to cater to our customers' preferences and continue to innovate our flavors to make every visit a delightful adventure."

Motivating Staff, One Reward at a Time

It's no secret that happy employees lead to happy customers. Gelatissimo Philippines believes that the Smileys have motivated their staff, as they receive rewards for a job well done.

"We believe the Smileys have had a positive impact on our team, encouraging them to provide exceptional service and create an unforgettable experience for our customers," shared Ms. Moraza proudly.

The Perfect Blend of Success and Satisfaction

The partnership with HappyOrNot has revolutionized Gelatissimo's employee incentive program, enhanced customer satisfaction, improved store efficiency, and meticulously monitored every aspect of their operations.

Ms. Moraza enthusiastically recommends HappyOrNot to all businesses, stating, "We highly recommend HappyOrNot to everyone, and we guarantee it will help your business move forward."

With Gelatissimo Philippines' commitment to spreading joy, their partnership with HappyOrNot takes them to new heights of customer-centricity.

By embracing feedback and continuously striving for excellence, Gelatissimo continues to be the go-to destination for anyone seeking an unforgettable gelato experience. So, what are you waiting for? Indulge in the blissful world of Gelatissimo and let your taste buds embark on a journey you won't soon forget!

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