location based customer satisfaction management
DESCRIPTION
Slides of the talk on the future of "Location Based Customer Satisfaction Management" for the Techhub event "the future of … location based services". Event details: http://www.techhub.com/events/the-future-of-location-based-tech/TRANSCRIPT
Oliver Twardowski, Founder of Reputami
Location Based Customer!Satisfaction Management
If you want to improve your service you have to be able to
listen to your customers.
Branch 2/150
Branch 1/150
What is Location Based Customer!Satisfaction Management?
• manual aggregation of new content on various services
• Excel spreadsheets for collecting the reviews
• Pie-Chart Madness
the past
ø 6 connected services per venue
• Cloud-based SaaS Online Reputation Management
• The customer feedback from all relevant services in one interface
• Sentiment- and topic analysis of texts
• realtime alerts on new feedback and influential customers (who are at the POS)
the present
• iBeacons to trigger customer interaction at the POS
• Wearables to detect influential customers at the POS
• Predictive Analytics to enrich the customers experience
the future
the future?
