Clarabridge: Actionable Insights from Every Customer Interaction

As consumer expectations for customer service increase, companies must take action to ensure their customer experience remains commensurate. 90% of Americans consider customer service when deciding whether to do business with a company. American Express It can be difficult to deliver on this objective as the sheer volume of available feedback can be overwhelming, causing Customer Experience (CX) teams to lose sight of the insights and implications associated with each customer interaction. With increasing frequency,

Ratings, Reviews and Buyer Intent

Last week, I had the pleasure of meeting and speaking with Jeff Quipp of Search Engine People, an SEO and Internet Marketing firm. Jeff moderated a panel on ratings, reviews and social media that I was on at the Search Marketing Expo and eMetrics Conference in Toronto with Gil Reich, VP of Product Management at Answers.com. Jeff brought up one key – the intent of the visitor, something we’re always trying to understand as we