Overtone - Social Media Monitoring and Measurement

Customer Experience Management

By the time you get your quarterly customer satisfaction score, you may have lost any chance of retaining your best customers, much less delivering an experience that exceeds their expectations. Recent studies show that a 5% increase in loyalty leads to 35–95% increase in profits. In this challenging market, customer loyalty will be an even larger driver of business success. The OpenMic Integrated Listening System™ illuminates your customers' key concerns and delights at the time they experience them. Insights that can guide you to take action to improve customer loyalty in a timeframe in which it will make a difference.

Focus on what Matters: Continuous and responsive listening at each customer interaction with your brand allows you to focus your energies on those aspects of customer experience that mean the most to your customers and offer the biggest bang for the buck in developing your relationship with them.

It's Not What You Do, But How You Do It: Beyond the unparalleled "time to insight" that Overtone's solution offers, our integrated customer listening offers qualitative insights available through no other market research channel. Customers experience brands as far more than the checklist of features and benefits and positioning statements that may guide your marketing. There is a "culture" to brand experience which includes aspects of passion, preference, aspiration, feel and presence which seldom fit in the checkboxes of surveys and are homogenized by roll-ups and cross tabs.

Tap Into Passion: In addition to providing quantitative key metrics of customer satisfaction, key concerns and praise of your brand, Overtone's solution let's you tap into the passion of your customer base and understand their joys and frustrations with your brand in their own words. You can then make adjustments to your product or customer engagement policies which are relevant both to your customer needs as well as their attitudes.

Customer Experience Management with OpenMic offers the the ability to focus your business efforts on delivering value to your best customers more efficiently and effectively by not only uncovering possible concrete service or product quality shortfalls but the more intangible stylistic and "personality" expectations of your customers.

You cannot ignore the strategic advantage that continuous listening and engagement offers your company. Please schedule a personalized demonstration of the OpenMic integrated listening suite.

See how Yahoo! provides a better customer experience with Overtone
Read the case study.