Introducing.....Customer Engagement Console REAL customers, REAL experience, in REAL time!
Customer Engagement for Retail
Meet Your Virtual Assistant
Feedback....Marketing...Customer Retention...All in one Console!
You are now able to listen to, and act upon, feedback from your customers that is influenced by their very recent experience, with no limitations on the number of points of contact,or location of points of contact. Based on a proprietary cellular platform, measuring customer experience at the point of contact has never been so easy. We want to increase your revenue with business decisions based onREAL customers, REAL experience, inREAL time!
What is this? The Customer Engagement Console is an innovative way to capture customer feedback while they are in your place of business. Unlike traditional feedback methods, the feedback consoles are placed directly within your business location(s) and encourage customers to provide opinions, feedback, and other information you need to best understand your customers. Some of the benefits include:
Real time feedback that is more accurate, as there is no lag time between doing business with your company and providing feedback
Alert system allows managers to immediately address concerns. For example, if customers utilizing the feedback console report that the restrooms are in disarray or non-functional, a manager will be notified immediately so it can be resolved.
Perhaps the most intriguing benefit is that you can capture feedback from customers who are in your location, but do not make a purchase at that time. Understanding this customer is essential and their feedback cannot be captured through traditional methods.
Video capabilities allow for promotional videos to be displayed for additional promotion while the device is not being utilized by a customer. Additionally, market research can be conducted through the console, as businesses can utilize the video/image feature to showcase potential marketing pieces and obtain feedback before they are launched.
It is easier than ever to reward loyalty card holders for their opinions; loyalty card programs can be incorporated into the console so that customers providing feedback can receive additional points and/or incentives for sharing their opinions & feedback.
Companies who are utilizing this engagement console program report higher response rates compared to traditional methods and find that the feedback provided is more robust and covers a wider consumer demographic, allowing for more actionable data collection.
Is it a good fit for my business?
Many companies have reported success with this program. The Customer Experience Console works great for many industries, including:
Hotels & Resorts
Theme Parks, Carnivals, and Events
Park Districts & Recreation Facilities
Trade Shows & Educational Conferences
Retailers also have the option to work with manufacturer buy-in to offset the cost of the program. Retailers will incorporate marketing & feedback for manufacturer's products in exchange for assistance with cost. This has proven to be a win-win situation for both retailers and manufacturers.
How does it differ from traditional customer feedback programs (POS invitations, IVR surveys, etc)? There are several differences, most notably the ability to capture customer feedback from those who are not making a purchase that day. Survey design and facilitation is much simpler with this type of program, and data capture can be dispatched quicker after the experience than with traditional feedback. Also, with the feedback being captured in the moment, recollection is stronger, providing more accuracy in the data.
This Customer Engagement Console will provide deeper insight than more simplistic models emerging; with open ended questions, branching and skip logic, and other key question types, you will not only be able to find out if customers were dissatisfied with their experience, but why they felt this way. The insight is invaluable and robust, allowing companies to quickly collect this deeper insight into customer experiences.
Setting up the program is simpler; there is no need to work with POS systems or set up a toll free number to execute the program. The device is out of the box ready, allowing for immediate use. A dedicated Account Manager handles everything from survey design, changes to the program, and reporting so the work on your end is minimal.