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YOUR FRIENDS' ACTIVITY

    OpinionLab Transforms Voice of Customer Industry with Instant Photo Attachments and Audio Feedback for Mobile Devices

    PRWeb – Tue, Feb 21, 2012
     

    1 comment

    • Carolyn
      Carolyn  •  2 mths ago
      The role of multimedia in Voice of the Customer programs is increasingly important in providing a clear view of the true customer experience. Videos, photos and audio clips offer a level of insight that just isn’t available through a simple survey offering. To date, over 6 million photos have been captured this way, along with many more GPS co-ordinates and video clips. The challenge for businesses as they embrace these technologies is around making sense of the vast quantities of data generated.

      While this offering is new to OpinionLab, there are many businesses who have been using feedback media like this to great effect for some time as a core part of their VoC programs. One of my favourite examples is from last year, when IPSOS used the Techneos SODA platform for its “Citizen Journalism” program which enabled people to upload pictures of themselves celebrating the Royal Wedding. By combining these images with geographical information and survey feedback, IPSOS was able to provide their client with validated, in the moment research which helped them to get closer to the thoughts and behaviour of people in the Moment of Truth. The SODA platform, now part of Confirmit, has multimedia at its core and not only empowers businesses to gather this type of information, but enables them to manage and analyze it to ensure they don’t drown in a sea of images and sound files.

      Businesses who embrace multimedia to support their VoC programs will be streets ahead of their competitors in understanding the drivers of loyalty and engagement, providing them with the insight they need to drive decision-making in their business.
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