How SharkNinja Turns Customer Feedback into Better Products... Fast

Velia Carboni, Chief Information Officer, SharkNinja

At SharkNinja, we are a company that is consumer-obsessed like no other. We want to solve consumer problems, always be able to react to a consumer that has something that pops up. We've got a lot of calls that come in, a lot of consumer reviews that we have online and social channels. It's how do you aggregate all that information and then be able to react in a more timely fashion.

It's hard to sustain with just doing that with people. There were things that we were missing. So we looked out in the marketplace to see what solutions could really help us scale and aggregate feedback that was coming in from a multitude of channels. Axion was one that really kept resonating and it was amazing. It really delighted us in the feedback we could get at a very expedited pace, but also the breadth of the knowledge that we could bring into one centralized repository.

We were able to see results pretty quickly on where were the problems that our consumers were maybe mentioning in a call or what we were seeing in a comment. It was a lot more visible for us and much more user-friendly that we knew that we could actually activate on it. What may have taken a few days, we can do in a matter of an hour or two hours depending on how you run the models, I think that's been a game changer for us.

Why we chose Axion to come on this journey with us is the relationships we formulated. They made the investments in us and I've really enjoyed working with this team because they've had a lot of patience in helping us educate our own internal associates on a new way of doing similar work. And now we can scale very quickly the identification and allow our amazing associates to really focus on how do we solve that problem and get that into the marketplace.

And I think we all feel really good that we're going to solve that many more problems and we're going to delight a consumer that much faster.