Salt Lake City, UT (PRWEB) October 28, 2011
Inspiration Engine, LLC (http://inspirationengine.com) today announced "e.mote™" – an innovative, mobile feedback platform for measuring customer engagement, loyalty, and satisfaction.
Both Gallup® Consulting (a subsidiary of the Gallup® organization) and Nielsen® have shown that engaging customers is critical to business growth. Gallup research found that fully engaged customers represent an average 23% increase in revenue, market share, and profitability vs. a 13% loss from highly disengaged customers (http://www.gallup.com).
Based upon current emotion and facial expression research, e.mote™ measures customer engagement in-the-moment, when feelings are at their strongest and when the most accurate measurement can be made. It then compiles the feedback into an interactive visual scorecard so businesses get customer loyalty and customer satisfaction metrics at-a-glance.
"Every customer experience creates feelings and those feelings determine satisfaction and loyalty,” said Elena Newton, President and Co-Founder of Inspiration Engine. “Ask the next ten people you see holding a Starbucks cup how they felt about their visit to Starbucks. Every person you talk with will have an opinion – and they’ll all gladly share their feelings with you. But, ask those same people to ‘rate their visit from one to ten’ or ‘ask them if their coffee hot enough’ and you’ll get a different reaction. You’re not asking how they feel, you’re asking them to think.”
In addition to its powerful metrics, e.mote™ was designed to break the mold of "survey torture" – the humdrum cycle of radio buttons and multiple choice questions that businesses have come to call “survey fatigue”. The e.mote™ interface uses a charming, interactive emoticon that customers manipulate to reflect their feelings – and in less than a minute, customers have provided valuable insights about their experience.
“e.mote™ is brilliant - the input is fun and intuitive,” stated Sarah Brown, an educator in the Diocese of Salt Lake. “I would actively seek to use this product if it was offered by a retailer (on-line or physical) because it is fast and fun to give positive feedback; but if I had a negative experience I could quickly express what needed to be changed.”
Businesses get a unique QR Code for each e.mote™ making use of the latest technology to drive responses. Brick-and-mortar businesses can place e.mote™ feedback QR Codes throughout their location and online retailers can use badges and buttons to open an e.mote™ right on their web page – customers don’t leave the site to respond.
Highlights of the e.mote™ features:
- e.mote™ supports both iOS and Android devices: businesses can access their customer loyalty and satisfaction data on Android and iOS based devices as well as from any web browser
- e.mote™ Scorecards are both interactive and visual, so businesses can get loyalty and satisfaction metrics without data mining
- Alerts provide regular updates on customer feedback
- Share any e.mote™ Scorecard via web, or download data for use in Microsoft Excel
- e.mote™ build wizard ensures quick survey creation and scientifically sound questions - critical for unbiased results
- The Mobile SaaS platform means customers don’t need to download an app to participate
- QR Codes drive response rates and make placing feedback requests engaging for customers
- Fast and fun interface is engaging so customers don't feel "tortured by surveys"
About Inspiration Engine:
“There must be a better way.”
It started out as a conversation about the social enterprise, predicting customer behavior and the importance of emotional engagement. Discussions about our experiences with a wide variety of tools and techniques which were consistent only in their high cost and unsatisfactory results. Convinced that there had to be a better way, the conversation led to the idea of e.mote™, a mobile SaaS software that measures loyalty and satisfaction by using the latest research in emotion and facial expression psychology.
Inspiration Engine believes that investment in customer engagement can return a long-term, sustainable, competitive advantage. e.mote™ was born of the co-founder's collective experiences, conversations, and convictions. They believe that recognizing the emotions of a customer connects a business with their best assets: the people who are less price sensitive, buy more frequently, are more loyal, more likely to recommend your products, and are more apt to provide useful feedback.
Inspiration Engine is passionate about letting the customers be the inspiration.
Follow Inspiration Engine on Twitter: http://twitter.com/emotethis
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