The idea… In a perfect world, your employees are interacting with your customers and creating a positive experience while they are IN your outlet. But is this actually happening? What if your customers had a way to engage with your brand via SMS or phone while in the store? The results could be a better constructed process for handling comments and complaints. That process could lead to better customer experiences.

The beauty of this type of solution is you could prevent your customers from taking their negative feedback to the web. Maybe this is Damage Control 2.0…

I just talked to a company who has recently launched a product that takes the customer/vendor dialogue to a whole new level. It’s exciting to see the creativity that is being generated from the buzz and success of social marketing. Finally companies realize that there is a way to interact with customers and find out what they are saying, thinking, and feeling. Many of us transform our words into actions via Twitter, blogs, Facebook etc. A new product by a company called Jaduka is allowing vendors to interact with customers from within their retail outlets. By using their CommentFunnel solutions it seems that customers can voice their opinion by calling or texting from their mobile device while inside the outlet location. For companies, this means that they can address the feedback immediately while the customer is still in the outlet!

I recommend checking out the site and the PDF to learn more.

Jaduka
CommentFunnel

SF

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