Confirmit News

Pat Molloy on Research Talk Podcast: The John Griffiths Show

3/6/2010 12:00:00 AM

In this debut episode – and remember this is a work in progress – John and I talk mobile apps with a couple folks who have recently built some of their own. Ethnographer Siamack Salari talks about his iPhone app – the inspiration, development issues and reactions and future deals and developments. And Confirmit’s Pat Molloy talks about giving iPhone users the ability to build speed boats around his supertanker.

Cultivating a Customer-Focused Corporate Culture

1/15/2010 12:00:00 AM

Your company's corporate culture does not have a thermostat. Changing it to become more customer-focused cannot and should not be an immediate process, and neither can it be a half-hearted one. Creating an atmosphere where greater attention is automatically put on the customer is a long journey, but here are five key steps to put you on the right path.

That's Not Fair!

12/16/2009 12:00:00 AM

A British initiative called Treating Customers Fairly focuses on the consumer.

Intrawest Tracks VOC Across Channels and Continents

12/10/2009 12:00:00 AM

Guests visiting Intrawest's resorts expecting a certain atmosphere and experience, whether they're looking for family relaxation, thrills on the slopes, or a romantic getaway. Gauging how well the company delivers on those expectations requires an extensive voice of the customer program.

Retail Touchpoints Solution Spotlight: Confirmit Customer Feedback Solution

12/10/2009 12:00:00 AM

Customer retention is critical to retailers, and to maximize retention, they need to create experiences that customers want to repeat, and products that customers want to repurchase. Retailer clients use Confirmit to collect actionable customer feedback at all key touchpoints in the retail process — from point of sale, through service interactions, complaints handling and renewal/repurchase.

Confirmit reveals 'app store' ambitions for Flex

11/17/2009 12:00:00 AM

Confirmit is setting out to build the market research industry’s version of Apple’s iPhone App Store with its new ‘Flex’ offering that will allow for the development of plug-in functionality for its flagship survey software platform.

The nine steps to best practice customer insight

11/16/2009 12:00:00 AM

Nigel Grimes lists the key components of best practice insight, from strategic alignment to integration. Is your organisation executing them all?

Intrawest Centrally Measures Guest Data from Ten Properties to Improve Customer Experiences

9/28/2009 12:00:00 AM

Dylan Roth, Director of Market Research and Lift Revenue Management, Intrawest

Confirmit Horizons Reviewed

9/7/2009 12:00:00 AM

By Tim Macer, Research Magazine, September 2009

Feedback Is a Two-Way Street

6/26/2009 12:00:00 AM

Maybe it's because I work in the marketing industry, but whenever I receive a request for feedback, I always respond and relate my experience. Sometimes the experience was a terrific one; for example, when housekeeping at the New Yorker Hotel in Manhattan found and returned the phone charger I'd left in my room. Or it may have been a poor one, as at a Washington hotel that couldn't get any of my food orders right during my week-long stay.

The Key To Keeping Customers Is Getting to Know Them

6/18/2009 12:00:00 AM

Carriers that get to know their customers well -- by effectively leveraging collected data and by simply listening to what they say -- have a huge advantage in a tough insurance market.

By Anthony O'Donnell

Differentiating Your Company in a Tough Market

5/1/2009 12:00:00 AM

Several years ago, while selling software in the British telecom market, I met the CMO of a smallish network operator. He described the issues his business was facing, and when I asked him his churn rate, he replied, almost casually, that it was "about normal for our industry: 37 percent." He must have seen my jaw drop, as he quickly abandoned his blase tone. However, his brutal honesty gave a young salesperson stark insight into the industry's attitude toward its customer base.

Give It To Me Now!

4/9/2009 12:00:00 AM

In the Age of the Customer, customers demand attention.

Veruca Salt wanted her Oompa Loompa now. And, if you'll remember, she didn't want just any squirrel-she wanted a trained squirrel. At the time, it was perfectly understandable for Grandpa Joe to suggest, "What she wants is a good kick in the pants." Now, however, we've come into the age of the customer, and this customer-whether she's part of the "me generation" or not-expects her Oompa Loompa now, and her squirrel trained. She knows what she wants, and she intends to get it.

How Can We Help You?

4/6/2009 12:00:00 AM

What Are Companies Doing to Close the Loop Between Customer Research, Customer Feedback and Customer Service?

Tim Phillips, in Research Magazine, April 2009

EFM to Complete CRM If Done Right

3/9/2009 12:00:00 AM

By Brendan B. Read, Senior Contributing Editor, TMCNet

Jim Davies, a research director with Gartner points out that EFM is enabling real-time and event driven responses, thereby permitting much more accurate and actionable data. EFM solutions are improving through supporting more channels, better analytics, and robust technology stacks. The surveys are more personalized and customized.

Confirmit Sets Its Sights on the Horizon

2/4/2009 12:00:00 AM

The days of customers freely volunteering their time to respond to traditional surveying techniques is over. Consumers have grown increasingly busy and impatient -- yet remain incredibly valuable resources. That being so, the management and distribution of customer feedback throughout the enterprise is crucial -- at least according to enterprise feedback management (EFM) vendor Confirmit, which promises to close the feedback loop with Horizons, its new multichannel platform for feedback and market-research applications.

Confirmit Horizons Enables Multi-Channel EFM...But What's Next Could Get Interesting

2/4/2009 12:00:00 AM

By Bob Thompson, CustomerThink Corp.

Enterprise Feedback Management (EFM) technology is a proven way to "listen" to the voice of customers with surveys, and manage the distribution so that feedback generates action. While the vast majority of companies conduct surveys, most don't do enough with the data collected.

Feedback tool promises better customer experience

2/3/2009 12:00:00 AM

Enterprise feedback management firm Confirmit has released a new version of its platform for customer and employee feedback programmes. The software is designed to help firms better understand their customers, and therefore create better experiences.

Why attitude counts if you want loyal customers

1/26/2009 12:00:00 AM

-www.mycustomer.com, January 26, 2009

Poor service has a direct impact on new and repeat sales, and has a knock on effect on customer advocacy. So what can be done to improve customer experience in the long term if it is to become the key differentiator?

Many companies track key performance indicators (KPIs) to monitor the successes and failures within the business – including customer satisfaction and churn rates – but the data produced only tells you what has happened. It says nothing about the underlying drivers of these trends.

Employees Are Customers, Too

11/12/2008 12:00:00 AM

-www.1to1media.com, November 12, 2008

Contact center agents at Farmers Insurance Group never speak to customers, yet they're held to a higher standard than many agents who do.

That's because at Farmers' three contact centers in the United States, more than 6,000 agents field questions from the company's own insurance reps from across the country. They handle nearly 500,000 calls per month clarifying policy rules, troubleshooting technical issues, and providing expertise to local offices.

Customer communities: Gathering data and reaping rewards

11/11/2008 12:00:00 AM

-www.mycustomer.com, November 12, 2008

Online communities are becoming an increasingly popular way of bringing customers into the fold. And, as Gary Schwartz discusses, information gleaned from these communities can also deliver tangible commercial value.

Ontario City Click with e-Democracy

11/10/2008 12:00:00 AM

-http://www.itbusiness.ca, November 10, 2008

Confirmit customer Delvinia Interactive creates a web portal that offers residents or an Ontario, CA town an opportunity to make their opinions count during Council's planning process.

Use Enterprise Feedback Management as a Customer Retention Tool

11/5/2008 12:00:00 AM

-www.xchangemag.com, November 5, 2008

Several years ago, while selling software into the British telecoms market, I met the CMO of a smallish network operator. He described the issues facing his business, and when I asked him his churn rate, he replied, almost casually, that it was "about normal for our industry: 37 percent." He must have seen my jaw drop, as he quickly retreated from the blasé nature of his disclosure. His brutal honesty gave a young salesperson stark insight into the industry's attitude towards its customer base.

Customer Service Involves More Than a Quick Quote

10/1/2008 12:00:00 AM

- www.insurancenetworking.com, October 1, 2008

Most P&C insurers differentiate nearly exclusively on price, a point proven by a quick online rate check.

Confirmit's Montreal Presentation: Rapid, Dense - Efficient?

9/24/2008 12:00:00 AM

- www.smrn.com, September 24, 2008

After Pat Molloy, chief strategist of Confirmit, had ravelled through his presentation in the "Parallel 2" hall of the Esomar congress, SMRN turned to the two people sitting at the same table. How did they perceive Pat's presentation, the second and last of the Scandinavian companies presented?

Most of all: were they potential clients? And what system would suffer from a migration, would that take place?

Calling It Quits

8/1/2008 12:00:00 AM

- Destination CRM, August 1, 2008

Contact center agents are leaving in massive numbers -- attrition and absenteeism run rampant -- but there are ways to stem the tide.

Tracking Attitude is Good for Business

7/30/2008 12:00:00 AM

- ContactCenterWorld.com, July 30, 2008

It comes as no surprise to anyone in the business community that customer experience management has risen to the boardroom as a key business issue. Today's consumers might be bombarded with advertising campaigns and invitations to ‘switch provider' but they are far more likely to remain loyal to a brand, product or service based on good experiences. Poor service directly impacts new and repeat sales, with a knock-on effect on customer advocacy.

EFM coming of age - but still long way to go

7/23/2008 12:00:00 AM

- Customer Strategy, July 2008

Enterprise Feedback Management is on the up and the vast majority of organisations now collect some kind of feedback from their customers - yet a tiny minority actually feed back on the feedback. Steve Hurst reports.

Recession Strategy: Spend Money to Make Money (and Retain Customers)

5/5/2008 12:00:00 AM

- CustomerThink.com, May 5, 2008

The year so far has been filled with predictions of a recession on both sides of the Atlantic. Sitting at home in England, I find myself tightening my family's purse strings as heating bills grow and mortgage payments rise with interest rates (yes, I had to remortgage at a higher rate this year). Looks like we're in for a rough ride.

Hatching a Customer-Connection Plan

5/1/2008 12:00:00 AM

- DestinationCRM.com, May 1, 2008

Egg, the British online bank, knows what its customers are thinking all the time, thanks to surveys conducted by Confirmit.

Egg Customer Service Call Centre

4/3/2008 12:00:00 AM

- Customer Management Insight, April 3, 2008

John Jennick, Egg’s head of customer experience measurement, describes how capturing customer feedback during “moments of truth” has enabled the English bank Egg to create customers for life.

Customer feedback: Are you putting it to use?

3/14/2008 12:00:00 AM

- MyCustomer.com, March 14 2008

Despite the massive amount of customer feedback information available today, very little of it is being put to productive use. So why aren't firms using their customer insight to improve the likes of product development and processes?

Targeting

2/14/2008 12:00:00 AM

- NewMediaAge, February 14 2008

The days of sending the same email to all customers are gone. Now eCRM is about segmenting prospects and tailoring messages dynamically, reports Sean Hargrave.

The Ultimate Question to Life, the Universe, Business Success and Everything

2/1/2008 12:00:00 AM

- ICMI's Customer Management Insight, February 2008

The banks really do have it all figured out: "Past performance is no guarantee of future results". Communications from every investment bank and investment company carry that disclaimer.

So why do those same businesses manage their affairs by looking at past performance?

Confirmit Continues Strong Growth

1/25/2008 12:00:00 AM

- MRWeb.com, January 25, 2008

Online research software firm Confirmit has posted a 68% increase in revenue for the final quarter of 2007, including 38% organic growth. The Q4 total of $12.8m includes $2.5m consolidated revenue from the acquisition of MR software firm Pulse Train.

Podcast on Enterprise Feedback Management (EFM)

1/7/2008 12:00:00 AM

- b-eye Business Intelligence Network, January 7, 2008

Gary Schwartz discusses how Confirmit's Feedback Management software enables organizations to gather actionable intelligence and gain insight into their businesses through customer, employee and industry feedback.

Customer Feedback: Will Egg's research Tactics Hatch at Citi?

12/30/2007 12:00:00 AM

- Bank Technology News, December 2007

There's much to admire in Egg's marketing machine, how it quickly gathers and implements client feedback. The trouble Citi confronts is whether the service translates into profits.

Airmiles Gains Incremental Revenue by, Well, Asking for It

12/3/2007 12:00:00 AM

- 1to1 Magazine, December 3, 2007

Timing is everything, especially in cross-selling efforts. British company Airmiles doesn't "sell" anything, but the company does rely on engagement and connecting its customers with the right products and services at the right time. The travel loyalty program, which is owned by British Airways, offers rewards redeemable for everything from hotel reservations to car rentals. Customers earn miles through British retailers like supermarket Tescos, department store Lloyds, and Shell gasoline stations.

Automated survey gets an attitude adjustment, revealing customer satisfaction levels

11/1/2007 12:00:00 AM

- Manufacturing Business Technology, November 1, 2007

In any service industry, getting timely input from customers can pave the way for future strategies and long-term goals. Enterprise feedback management (EFM) software offers another way to study, track, and measure customer attitudes.

Getting the most out of staff satisfaction surveys

9/1/2007 12:00:00 AM

- CallCentreHelper.com, September 2007

Are you talking to your staff on a regular basis to find out what they want and need from their jobs?
If you’re only speaking to them once a year, you could be losing out on valuable information and losing your staff to boot, says Gary Schwartz