Mobile Customer Experience Management

As a retailer, you want to hear from your customers as near to the moment of experience as possible. Agility Metrics' Mobile CEM lets your customers provide you with instant feedback in ultra-close proximity to their moments of experience. Using a combination of invitation methods, including static signage, digital signage, and QR codes, you can tranform your customers' Blackberries, iPhones, and Android devices into powerful feedback terminals.

Customer sentiment can often get lost in the haze of time. When customers are asked to provide their opinions days, weeks, and months after their experiences, their recollection is less precise and the feedback is less reliable. Taking action on outdated pain points is of very little value for an operator. With Mobile CEM, a customer can complete a survey mere moments after having a store experience. That makes the insights fresher, more reliable, and vastly more actionable.

Mobile CEM also allows you to tap into the pains points of non-buyers. Most CEM vendors rely on receipt-based invitations to gather feedback from buyers, but this method leaves a crucial shopper segment untapped: customers who enter your store but do not make a purchase. While you may have visibility into the raw number of shoppers who pass in and out of your doors, most CEM vendors fail to provide you with insight into the the hearts and minds of non-buyers.

Buyers and non-buyers have vastly different cognitive orientations and pain points. In the case of non-buyers, purchasing barriers are real and insurmountable. Breaking down these barriers to purchasing — which is the first step towards boosting in-store revenue — means engaging with non-buyers, making sense of their feedback, and taking direct action to remedy whatever issues are causing them to walk out of the store empty-handed. Only then can you can learn what levers to pull in order to boost conversion and transform non-buyers into buyers.