I am pleased to announce the launch of two new services that will be showcased at the National Restaurant Show in Chicago this month.
The Customer Engagement Console (CEC) is a tablet based kiosk that businesses can utilize within retail locations, hotels, restaurants, waiting rooms, and other key points of customer traffic to capture feedback from consumers in the moment of the experience, and dually serve to market to those customers and engage in a real time, interactive manner.
This latest technological advancement provides a unique way for companies to collect feedback in the moment of experience, and more importantly, capture feedback and sentiment from those who do not make purchases.
With the recent decline in response rates for traditional feedback methodologies, including IVR and web-based surveys, the customer engagement console captures a more substantial segment of the customer population than ever before.
Understanding the non-purchasing customer and collecting data from this set has proven to be invaluable.
Our research indicates most IVR surveys garner a 2-4% response rate, whereas response rates utilizing the console can be tripled at a minimum.
The ability for companies to offer coupons and incentives gives them a unique, in the moment, opportunity for increased sales and loyalty with its customers.
The additional features of the engagement console, including marketing, loyalty card engagement, and social media integration further enhance the service, allowing for a robust multi-dimensional platform for consumer experience measurement.
Consumers are hungry for information, and this type of engagement console gives consumers the opportunity to self-educate with minimal staff assistance. With many companies forced to adhere to a minimalist approach to staffing, a customer engagement console is a wise choice.
We also launched mobile based customer engagement services to capture yet another customer segment. The mobile program incorporates feedback surveys, as well as other engagement opportunities.
Consumers can be engaged as part of a company's loyalty program, or engage in the moment of experience by scanning a QR code within the business location to partake in a survey, receive coupons, and offer feedback.
The immediacy of this service allows for rich information in a timely manner, boasting higher response rates and less incidence of memory erosion due to time passing between the experience and providing feedback.
These services are great opportunities for businesses to make the most impact with their customers in an efficient, cost effective manner. Because of the advancement of mobile technology, consumers are interested in this 'in the moment' experience and want to engage with brands in a variety of ways.
Both services can help businesses increase incremental purchases and word of mouth marketing and advertising with the tie in to social media. The two service offerings can be utilized independent of each other or in tandem for the most significant data collection and engagement. The company's goal in the release of the newest services aligns with ensuring that clients' Customer Experience Index (CXi) remains statistically strong, as high levels equate to increased revenue.
Ann Michaels & Associates will be featuring the Customer Engagement Console and Mobile Services at the National Restaurant Association Show in Chicago May 18-21. The company will be located in the Technology.Pavilion, booth 6374.