Customer Loyalty

How Emojot’s CXM Solution Helped a Clothing Manufacturer Improve Customer Satisfaction in Real-time

Introduction B2B organizations must prioritize ensuring customer satisfaction to identify and address any issues, in order to maintain a positive relationship. A top clothing manufacturer that collaborates with major global clothing brands needs to assess their customers’ satisfaction level regarding the provided services. The company faced a challenge where a traditional survey would not suffice as it tends to tire out participants and does not meet the organization’s high user experience standards. Additionally, the company sought to view the survey results in real-time with intricate analytics and text analysis. The Solution The clothing manufacturing company’s challenge was effectively addressed by Emojot through the implementation of their Customer Experience Management (CXM) solution. The CXM solution offered by Emojot proved to be the perfect fit for the clothing manufacturing company, as it provided multiple deployment methods, including email. The company was seeking an engaging and eye-catching way to capture customer satisfaction in real-time, and Emojot’s solution achieved this through the use of a customized sensor embedded in an email sent to customers. Emojot solution consists with the following: Results The use of Emojot’s solution resulted in the following outcomes for the leading clothing manufacturer with a global client base: Conclusion In conclusion, Emojot’s Customer Experience Management solution proved to be the ideal fit for a leading clothing manufacturer seeking an effective way to capture customer satisfaction in real-time. Through the use of a customized and branded Emotion Sensor™, personalized email templates, a real-time analytics dashboard, and score-based customized reporting, Emojot was able to provide the clothing manufacturer with valuable insights into their customers’ satisfaction levels.  The company was able to identify key strengths and pain points, improve customer goodwill, and make data-driven decisions based on advanced data analysis tools and AI-based text analysis. Overall, Emojot’s solution helped the clothing manufacturer maintain a […]

A $1B Software Company Gains Visibility and Improves Customer Health with Emojot’s Customer Success Management Platform

Introduction A $1B B2B software company was facing challenges in tracking the “health” of their customer accounts. The company’s data points were scattered across multiple internal platforms, with some critical data points not available in any internal systems. This led to difficulties in performing root-cause analysis for underperforming client accounts. To overcome these challenges, the company turned to Emojot’s Customer Success Management (CSM) platform. The Solution Emojot customized its cutting-edge CSM platform to address the software company’s business challenges.  The solution included: RPA Agent-Based ETL Model: Emojot utilized Robotic Process Automation (RPA) to extract, transform, and load (ETL) data from various sources into a unified NoSQL data storage. This process enabled efficient data retrieval and consolidation of disparate data points. Custom Scoring and Health Score Formula: Emojot’s CSM platform facilitated the creation of quantifiable data fields with custom scoring, allowing the software company to define their unique customer health score formula. This helped to accurately evaluate the overall health of customer accounts. Emojot Emotion Sensors™: To capture data points not available in any internal systems, Emojot Emotion Sensors™ were employed. These sensors effectively gathered vital information necessary for comprehensive customer health assessment. Real-Time Dashboard with Drill-Down Capabilities: Emojot provided the software company with a real-time, drag-and-drop dashboard, allowing for in-depth analysis of customer health factors. This dashboard supported root-cause analysis by enabling the company to identify fluctuations in customer health scores. Results With Emojot’s CSM platform, the software company experienced significant improvements in customer account management.  The key results included: Improved Visibility: The platform provided a clear and comprehensive view of customer account health, enabling proactive decision-making and actions. This allowed the company to address potential issues before they escalated. Real-Time Root-Cause Analysis: Emojot’s CSM platform enabled the software company to monitor fluctuations in customer health factors in real time. […]

How the Emojot Platform Works

With the advancement of technology, a multitude of organizations across the globe have access to more data than ever before. This influx of data leads to a blind-sighted organizational approach. Organizational success cannot be achieved by simply a ‘more data’ factor. Instead, it can only be achieved by using the ‘right data’ at the ‘right time’. By using this approach, data is converted into ‘experience data’ to best-suit your organizational needs. Keeping this approach in mind we developed a new imperative –Emojot – a platform that uses Emotion Sensors™ to capture customer experience data coupled with versatile back-end capabilities to track and manage the data gathered. In layman terms we refer to it as translating human emotions/feelings/expressions into sentiment data that is bound to be useful for all businesses spanning across different industries.  Then & Now If you look back in time, traditional surveys have been the most straightforward method in capturing customer experiences merely due to the low accuracy rates achieved in terms of alternate experience tracking technologies. And to add to that, the opt-in rates have been reported extremely low for traditional surveys – a sad reality. However, with Emojot’ survey methodology of using an array of gamification techniques coupled with emojis/pictograms makes engagement simple and fun – convincing your customers/employees/audiences want to engage with you, more than ever before. Compared to traditional surveys, Emojot’ customer journey orchestration feature allows you to ask the right questions, at the right time – a dire need of any business during this day and age that has an exceedingly high competitive landscape.  It Doesn’t Just Stop There The platform also includes a very powerful, built-in ‘Business Hierarchy’ feature that helps businesses map out their existing hierarchies when modelling experience data. For example, watermarking real-time customer experience data, of different rooftops of any […]

How to Create a Life-long, Emotional Connection with Guests via CXM

The restaurant industry is a high-risk business proposition. With the influx of competition working their way up the ladder of success, you are expected to perfect your restaurant offerings and services – for your guests as well as your employees. The key to success is to focus on customer engagement initiatives that facilitate keeping in touch with your guests, understanding their restaurant experiences, and encouraging them to increase the frequency of their visits. Did you know that 60% of businesses fail in the first year? There is a lot at stake here. To outrun your competition, how would you ensure your restaurant’s success? For starters, understand the pain points faced by your Restaurant? Do you: find it difficult to understand your customers’ journey, build a good rapport with them or retain them? struggle to obtain customer information and implement a successful loyalty program? fail to incentivize your employees in order to motivate them and increase their productivity levels? feel like your personalization strategies are limited and add no value to the customer conversations you are trying to invest in? feel like you are unable to keep up with technological advancements that have revolutionized solely for customer engagement? Secondly, understand the importance of customer experience (CX) initiatives. Customer experience (CX) initiatives provide an outside-in view of the customer experience. Without these initiatives, it is difficult to, understand the customer journey, quantify customer sentiment and perceptions, Identify improvement opportunities, and, measure the impact of customer experience initiatives. If these initiatives are implemented accurately, your restaurant will generate: 69% increased loyalty 68% increased sales 67% increased referrals Thirdly, understand the criteria for selecting a customer experience management platform (it should essentially address your pain points) Find the right partner to help act on your strategy to drive guest conversions and retention into revenue. […]

How to Start a Voice of Customer Program?

We are all about the notion in believing the customer is king and what not! It’s true, isn’t it? As a brand, although we start the engine, the customer is in the driving seat- steering us all the way. He/she will decide where we are headed and it’s up to us to ensure that our engines are oiled and ready for the joy ride ahead. If you get this notion right, you’re good to go! If you don’t, prepare yourself for some heavy repairs that consume lots of time and energy – that could have been saved if you only understood what was wrong. Listen up. The Voice of the Customer is what’s going to save your brand and your peace of mind (phew!). To make your life easier, let me take you through a couple of essential steps to start your Voice of Customer Program. Listen Up! Everyone loves to give their two cents on everything. It’s a part of being human. Listening, however, is something that should be practiced over time. It’s an acquired skill. Especially true, when it comes to nurturing a good relationship with a significant other. Believe me, when I say, most people never listen and don’t even realize the value of it. In this context, however, listening to your customers adds onto your learning curve to steer your brand in the right direction. Yes, improving their experience is supposed to be on top of the list for most organizations. But, the starting point of improving their experience begins as soon as you take the time to listen to them. Listening will enlighten you on how you can get a lifetime commitment from your customers. It’s just around the corner. So, it’s high time for you to listen. Listen to them and show them that […]