Selfridges chooses Synthesio to enhance customer experience


Selfridges chooses Synthesio to enhance customer experience


Selfridges will use Synthesio’s listening and engagement platform to improve customer relations and gather valuable consumer insights

5th August 2014: Selfridges has chosen software from enterprise listening technology company Synthesio to listen to and engage with customers online.

Selfridges will now be able to monitor and analyse customer comments online on a global basis, including key Asian social networks like Sina Weibo. This will enable Selfridges’ marketing and customer service teams to respond efficiently to customer queries, engage with customers and analyse their online and offline experiences with Selfridges.

Synthesio’s software monitors and evaluates online conversations across social media platforms, review sites, forums, blogs and the comment sections of newspapers, in 50 languages and 200 countries.

The agreement with Selfridges follows Synthesio securing a similar brief with Virgin Atlantic last month.

Claire Higgins, Head of Digital Marketing at Selfridges, said: “We are continually striving to provide the best possible service to our customers. By using Synthesio’s platform we will be able to provide even better care online and gain valuable insights that will help us better understand the online and offline experiences of our customers.”

Loic Moisand, Founder and CEO of Synthesio, said: “We are delighted to start working with such an iconic brand like Selfridges, and we look forward to helping them continue their great work of delighting their customers. This project is another great example of integrated Listening and Engagement, which is becoming the de-facto strategy for mature brands.”

Synthesio’s platform also contains a built-in metric for measuring a company’s online reputation – SRS (Social Reputation Score) – which many brands use to benchmark themselves against competitors, and measure the impact of their activities.

Selfridges joins a stable of global accounts at Synthesio, including Virgin Atlantic, Nissan, Toyota, BT, Jameson Whiskey, BNP Paribas and MTV.

About Selfridges

The business was founded by American entrepreneur Harry Gordon Selfridge in 1909 and was widely regarded as the first and best example of a modern department store. Gordon Selfridge ran the store himself until he retired in 1940. After several ownerships the company was de-merged from the Sears Group in 1998 and floated on the London Stock Exchange. In 2003 W. Galen Weston purchased Selfridges and under his ownership Selfridges has become a unique UK destination for fashion, luxury and retail theatre known for its world-class yet egalitarian customer approach. In June 2010 Selfridges was named Best Department Store in the World for the first time by the IGDS (Intercontinental Group of Department Stores). The title, which Selfridges held until June 2012, is the industry’s highest accolade. Selfridges won the title again in June 2012, and again in 2014 for an unprecedented three times consecutively. The title applies until June 2016.


Selfridges has four stores in London, Birmingham and Manchester (Trafford Centre, Exchange Square) and an online store delivering within the UK and to over 60 countries internationally including China. Other than fashion, accessories and beauty, Selfridges is famous for its Food Hall which offers a huge range of produce and labels sourced specifically from small and often local suppliers.


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