Agility Metrics Helps Grocery Outlet Strengthen Connections With Customers

February 15, 2012 Leave a Comment

Originally posted on PRWeb

 

 

 

Agility Metrics announced today that Grocery Outlet Bargain Market, America’s largest extreme-value grocer, has been using Agility Metrics’ Customer Experience Management solutions to capitalize on customer feedback, boost operational efficiency, and grow customer engagement across multiple channels. Over the past year, this solution has evolved to become a central part of Grocery Outlet’s ongoing efforts to strengthen customer relationships and build brand loyalty at a time when every shopper is looking to save that little bit extra on their grocery bill.

The custom built Customer Experience Management solution allows shoppers at Grocery Outlet to provide real-time customer feedback via web, IVR and mobile phones. A combination of powerful online reporting technology, role-based performance scorecards, and instant customer rescue alerts ensures that key Grocery Outlet stakeholders are constantly up-to-speed on the pulse of the customer experience across their entire network of supermarkets.

In addition, Agility Metrics has opened up exciting new ways for Grocery Outlet to engage with its most passionate customers on Facebook. With Clik2Tell, Agility Metrics’ cutting edge Social CRM application, thousands of thrilled customers have been able to share their great supermarket experiences with friends on Facebook. As a result, more customers are engaging with the brand’s Facebook fan page, while potential customers are learning about Grocery Outlet through the always effective prism of positive word-of-mouth.

“Agility Metris is a creative, responsive partner and we are very pleased with the relationship,” said Tom McMahon, Grocery Outlet’s Vice President, Sales and Merchandising. “For Grocery Outlet, customer experience is a competitive differentiator. The systems we developed with Agility Metrics give us real-time, actionable visibility into detailed customer feedback. We are making a measurable difference in customer experience.”

Click here to learn more about how Agility Metrics has helped Grocery Outlet strengthen connections with customers and work towards delivering more remarkable supermarket experiences.

Filed under Announcements, Customer Experience, Customer Feedback, Grocery, Retail Tagged with ,

Staples Canada Partners With Agility Metrics to Implement Countrywide Customer Experience Management Program

January 16, 2012 Leave a Comment

Agility Metrics announced today that it has been chosen by Staples Canada to run its Customer Experience Management program at more than 300 Staples and Bureau en Gros locations across Canada. This program will help Staples maintain its leadership position as Canada’s largest everyday-low-price retailer of office supplies, business machines, office furniture, and business services.

“We’ve come across many vendors with impressive offerings, but only Agility Metrics possesses the vision, commitment to innovation, and complete flexibility that we need in a long-term Customer Experience Management partner,” said Lindsay Gillians, Team Manager for Retail Customer Satisfaction at Staples Canada.

With this program, Agility Metrics will help Staples raise the bar in terms of delivering remarkable customer experiences, driving deeper customer satisfaction, and increasing customer engagement. This comprehensive program will allow Staples to continuously capture customer feedback across all store locations and across multiple moments of truth, including the retail experience, the Copy & Print experience, and the Easy Tech support experience. Agility Metrics will integrate seamlessly with Staples’ internal business intelligence systems, ensuring that the voice of the customer meshes with existing data to provide a richer and more holistic picture of Staples’ customers.

Agility Metrics will deliver highly customized reports designed to rapidly surface actionable customer insights and identify specific areas of concern or specific opportunities to improve customer satisfaction and loyalty. These reports will be tailored to the specific needs of individual job roles at all levels across the enterprise and will help Staples improve employee accountability and increase operational execution at the overall brand and local unit levels.

“The great part about this program is that senior management gets instant access to the insights that matter most to them,” said Kevin Knieriem, Staples Canada’s Manager of Retail Customer Experience Solutions, Communication & Services. “This way, senior managers can stay on top of the pulse of the customer experience as if they were standing right there at the ground level.”

Agility Metrics will also provide Staples with powerful tools to better manage delighted and dissatisfied customers. With Clik2Tell, Staples will be able to unlock the viral power of great customer experiences and drive brand advocacy across Facebook and other social networks. Additionally, Staples will be better equipped to respond to the needs and concerns of dissatisfied customers. Real-time customer rescue alerts will allows Staples’ managers to stay on top of customer issues through the automated delivery of alert messages and real-time management of service recovery events.

“Whether we’re talking about office supplies, business services, or tech support, nobody makes it as easy for customers as Staples Canada,” said Richard Pridham, President & CEO of Agility Metrics. “We’re proud to help this great Canadian retail brand pave the way towards even better customer relationships.”

Filed under Announcements, Customer Experience, Customer Feedback, Retail

Agility Metrics starts the New Year by hiring again!

January 5, 2012 Leave a Comment

Happy New Year!

Agility Metrics is kicking off 2012 in full-growth mode, and we are looking to hire a Marketing Research and Customer Insights Analyst.

If you’re a seasoned market research professional with strong analytical, technical, and logical thinking skills, then we definitely want to hear from you!

If the fit is right, you will responsible for survey methodology, questionnaire design, program documentation, quantitative and qualitative data analysis, including sophisticated modeling and delivering business insights to our clients. You will add value through a strong understanding of our clients’ needs and provide them with the analytical insights and strategic recommendations that will help them achieve their business goals.

More importantly, you will be joining a fast-growing provider of Customer Experience Management solutions, where you will get the chance to work with some amazing brands in the retail, food service, automotive, and healthcare industries.

For more information and to apply, please visit the full job posting on the Careers section of our website.

Filed under Announcements

Fix Auto Selects Agility Metrics to Run Its Customer Experience Management Program

December 19, 2011 Leave a Comment

Montreal, Canada (PRWEB) December 19, 2011

Agility Metrics announced today that it has been selected by Fix Auto to run a comprehensive Customer Experience Management program in over 200 collision and body shops across Canada. Known for its superior workmanship and service, Fix Auto is revolutionizing the collision repair industry by offering consistent, professional auto repair services that are accompanied by the highest standards of quality, ethics, and performance.

As part of the program, Agility Metrics will provide Fix Auto with the tools to continuously measure customer experience performance across its entire network of shops using a mixture of web and mobile data collection methods. Fix Auto will benefit from Agility Metrics’ cutting edge reporting and analytics tools, which are designed to surface actionable, role-based customer insights on a broad array of relevant topics. Agility Metrics will empower Fix Auto to repair at-risk customer relationships using its real-time customer recovery platform, while thrilled Fix Auto customers will have a chance to share news about their experiences with friends on social networks by way of Agility Metrics’ Clik2Tell social marketing app.

“We’re extremely pleased to be partnering with Agility Metrics to roll out this program across Canada,” said Manon Duplantie, President of Fix Auto. “We are known industry-wide for delivering great customer experiences, and with Agility Metrics’ industry leading solution, we will continue to achieve greater customer satisfaction, higher customer loyalty, and superior operational performance.”

“This partnership is yet more evidence that the most progressive brands in the automotive aftermarket understand the importance of measuring and managing the customer experience,” said Richard Pridham, President & CEO of Agility Metrics. “Time and again, research has shown that great customer experiences catalyze repeat business and brand advocacy in the automotive aftermarket. By investing in a program like this, Fix Auto has demonstrated its customer-centricity and has positioned itself to gain a clear edge over its competition.”

About Fix Auto

Fix Auto is a national network of body shops all maintaining the same standards of quality, ethics and performance. With over 200 locations across Canada, Fix Auto is the largest bodyshop network in Canada. For more information, please visit fixauto.com.

About Agility Metrics

Agility Metrics is one of North America’s leading suppliers of Customer Experience Management solutions. Agility Metrics leverages cutting-edge technology and deep sector expertise to help leading brands deliver remarkable customer experiences that get people talking.

Agility Metrics transforms customer feedback into actionable insights that brands can use to increase customer satisfaction, recover at-risk customers, and strengthen customer loyalty. From there, Agility Metrics unlocks the power of social marketing and empowers highly-engaged customers to spread positive word-of-mouth across Facebook and other social networks.

Staffed by passionate and dedicated people, Agility Metrics is proud to be servicing some of the leading retail, food service, automotive, and healthcare brands across North America.

For more information, please visit agilitymetrics.com.

Filed under Aftermarket Auto, Announcements, Customer Experience, Customer Feedback

We’ve made some changes to agilitymetrics.com!

November 28, 2011 Leave a Comment

We’ve just finished making some changes to agilitymetrics.com. We’ve redone the home page and added a brand new Products section. You can click the image below to get a feel for what the new home page looks like.

This is the first major change to our website since we re-branded in late 2010. With this new home page, we think we are better articulating our fundamental brand message and providing our visitors with a much more compelling reason to click deeper into our website.

In the new Products section, we have dedicated individual pages to each of our 4 offerings. It starts with Feedback & Insights, our flagship Customer Experience Management product. After that, there’s Customer Recovery, a powerful customer alerting platform that plugs seamlessly into Feedback & Insights. Mobile CEM is where we empower customers to provide instant mobile feedback at the point of experience. And finally, Clik2Tell is our revolutionary social marketing engine, which helps brand unlock the viral power of great customer experiences.

We hope that agilitymetrics.com is now a more intuitive, visually appealing, and pleasurable site to navigate. We invite you to head over and check out the changes, and please send us any feedback you have!

Filed under Announcements

Agility Metrics to Sponsor 2011 Fast Casual Executive Summit

October 12, 2011 Leave a Comment

Agility Metrics announced today that it will be sponsoring the 2011 Fast Casual Executive Summit, which will be held from October 23 to 25 at the Hotel Allegro in Chicago. The Summit will bring together a select group of top executives from the fast casual segment for two and a half days of networking and work group sessions designed to foster the exchange of ideas and innovations covering the industry’s top strategic issues.

The Summit brings together an experienced group of foodservice professionals whose common interests and concerns are brought to the table for open discussion. Topics to be covered at the event include: community marketing, reputation management, guest feedback management, emerging technologies, and the future of the food service customer. To kick it all off, there will be a tour of some of the hottest fast casual restaurant spots in Chicago.

“The Fast Casual Executive Summit is rapidly becoming one of the most exciting events in the entire foodservice industry,” said Valerie Killifer, VP Foodservice Media at FastCasual.com. “We are thrilled to have Agility Metrics onboard as a key sponsor. The presenters and participants at this year’s Fast Casual Executive Summit represent brands that are at the cutting edge of customer experience innovation, so Agility Metrics is a perfect fit for this event.”

“Agility Metrics is proud to be associated with the Fast Casual Executive Summit,” said Richard Pridham, President & CEO of Agility Metrics. “Agility Metrics has a comprehensive suite of products designed to help fast casual brands unlock the transformative power of the Voice of the Customer, deliver remarkable customer experiences, and maximize multi-channel customer engagement. We invite all participants to connect with us at the Summit and learn more about our company and our offerings.”

For more information about the Fast Casual Executive Summit, visit fastcasualsummit.com.

Filed under Announcements, Foodservice

Agility Metrics Uncovers The Factors That Influence Purchasing Behavior In The Automotive Aftermarket

August 23, 2011 Leave a Comment

Montreal, Quebec (PRWEB) August 23, 2011

Agility Metrics released today the results of an important study of the factors that influence purchasing behavior in the automotive aftermarket. The report’s key finding was that positive customer experiences are the number one driver of both new and repeat business in the automotive aftermarket, influencing as many as 80% of all customer purchasing decisions.

Agility Metrics analyzed customer feedback data from over 8,000 customer visits to over 120 North American service centers and parts stores. Respondents were asked to indicate which factors most influenced them to purchase car parts or services from aftermarket retailers and car repair centers. 60% of respondents indicated that they purchased car parts or services as a direct result of a past positive customer experience. A further 20% of respondents indicated that they purchased car parts or services after hearing about the great experience that a friend, colleague, or family member had.

Positive customer experiences, therefore, drove sizable amounts of revenue in two different ways: directly, when a great experience or series of experiences motivated a customer to return and purchase from the brand; and indirectly, when a great experience caused someone to praise the brand and the viral impact of that endorsement drove friends, colleagues, or family members to shop or service their cars at a particular location.

Conversely, it was discovered that the traditional methods of driving new business in the automotive aftermarket have only a slight influence on the purchasing decisions of today’s consumers. Coupons were the primary purchasing influencer for only 7% of customers, while billboards, print ads, radio spots, online advertising, and directory advertising combined to influence a mere 6% of all purchasing decisions.

“The voices of automotive aftermarket customers have conclusively shown that great customer experiences are the single biggest revenue driver for car care centers and parts shops,” said Fay Hinkson, Agility Metrics’ Director of Research. “Customers that have great experiences are proven to be more loyal and that can mean years and sometimes even decades of reliable repeat business. Automotive aftermarket brands that squander their budget on expensive ads and ignore the customer experience do so at their own peril, while brands that invest in delivering remarkable customer experiences invariably succeed.”

To download a copy of the full report, entitled “The ROI of Great Customer Experiences,” please click here.

Filed under Aftermarket Auto, Announcements

Agility Metrics Hires Geoff Harding as Senior Director, Sales and Business Development

June 20, 2011 Leave a Comment

Montreal, Quebec (PRWEB) June 20, 2011

Agility Metrics announced today the hiring of Geoff Harding as Senior Director, Sales and Business Development. Geoff will manage all aspects of Agility Metrics’ sales and business development initiatives across North America, and will be responsible for the continued growth of Agility Metrics’ client roster, as well as its penetration into new industry verticals.

A seasoned sales executive, Geoff comes to Agility Metrics with an exceptional understanding of the sales process and deep domain expertise in food service and retail. Prior to joining Agility Metrics, Geoff worked as AVP Sales – North America for 80/20 Solutions Inc., a leading provider of marketing automation software. There he was responsible for defining sales strategy, executing on sales targets, and overseeing all aspects of the sales machinery. Geoff also spent time as Sales Director at Empathica Inc., where he played an instrumental role in that company’s growth by landing major accounts in the retail and multi-unit food service sectors.

“We’re extremely excited to have Geoff onboard to manage the growth of our client roster,” said Richard Pridham, president and CEO of Agility Metrics. “Sales are the lifeblood of any organization, and with Geoff in place, we feel that we have a true sales visionary at the wheel. His deep network of contacts, as well as his incredible passion for the industries he sells into, will be critical to our future success in both retail and food service. Geoff has a rare ability to tap into the pain points that keep senior decision makers up at night, and he gives us the ability to tackle any account with a hyper-informed, intelligent, and consultative sales approach.”

“I’m thrilled to be joining the Agility Metrics team,” said Geoff. “Whenever I embark on a new employment opportunity, I look for three things: great people, great products, and great potential. Agility Metrics definitely has all three of these things going for it right now. There’s a palpable sense of excitement, on the part of everyone I’ve met, for what we can all accomplish in the months ahead. I’m hoping to do my part by catalyzing as many new business opportunities and creating as many long-term customer relationships as I can.”

About Agility Metrics

Agility Metrics is no ordinary Customer Feedback Management company. Agility Metrics operates on a very simple principle: in the social media era, brands must do much more than simply gathering customer feedback and letting the data rot in a spreadsheet somewhere. Instead, brands must think of customer feedback as the starting point for a deeper and more meaningful engagement with their customers.

Agility Metrics’ products foster deeper customer engagement by transforming customer feedback into actionable insights that brands can use to deliver exceptional customer experiences, recover at-risk customers, and strengthen customer loyalty. From there, Agility Metrics helps companies transform customers into brand evangelists by unlocking the power of social marketing and driving brand advocacy across Facebook and other social networks.

Staffed by passionate and dedicated people, Agility Metrics is proud to be servicing some of the leading retail, food service, aftermarket automotive, and healthcare brands across North America.

Filed under Announcements

Your Chance to Win an iPad 2!

June 14, 2011 Leave a Comment

It’s been called a magical device, it is literally the coolest gadget on the planet right now, and you can win yourself a brand new one simply by signing up for the Customer Lifecycle Conference on June 22nd!

That’s right, all retail executives who register for the Customer LifeCycle Conference and accrue 200 show points are eligible to win a new Apple iPad 2™ 16GB Wi-Fi ($499 USD value) courtesy of Agility Metrics.

This innovative virtual conference will feature real world case studies highlighting the next generation strategies leading retailers are deploying. Show points are accrued by attending sessions, and some of the topics to be covered in these sessions include:

> What Every Retailer Can Learn From Apple
> Consumer Implications Of The Mobile Wallet
> Meeting The Multi-Channel Needs Of The NextGen Customer
> The Moosejaw Experience: Engaging With The Brand Across The Customer Lifecycle
> Social Commerce: The Door To The Store
> Mastering The Mobile Marketplace
> The Store Is Still The Star
> Getting Personal With Email Marketing

If you haven’t already registered for our Customer LifeCycle Conference, what are you waiting for? Go to www.retailtouchpoints.com/clc and get in on the fun!

Filed under Announcements, Retail

Agility Metrics to Sponsor 2011 Retail TouchPoints Customer Lifecycle Conference

May 11, 2011 Leave a Comment

Montreal, Quebec (PRWEB) May 11, 2011

Agility Metrics announced today that it will be participating as a Silver Sponsor at the 2011 Retail TouchPoints Customer Lifecycle Conference to be held on June 22nd.

The Customer Lifecycle Conference is an exclusive virtual conference designed to provide retail executives with turnkey strategies and tactics that will help them tap into emerging media to deliver a coordinated, customer-centric approach to retail. Attendees will learn from leading industry executives about how to implement and execute best-in-class strategies throughout the customer lifecycle. The virtual event will feature live keynote presentations that hone in on ways to successfully engage customers and move them through the shopping process.

“The explosive growth in social media and mobile technologies has radically altered consumer shopping patterns,” said Richard Pridham, President and CEO of Agility Metrics. “The landscape has shifted dramatically, but one thing hasn’t changed: it’s more important than ever for retailers to engage their customers in direct dialog and leverage their feedback to deliver remarkable customer experiences.”

At this “conference in the cloud,” retail executives will benefit from a broad array of engaging presentations that will furnish them with vital insights into the most important topics affecting retailers today. These topics include: how to ensure the delivery of the ultimate in-store customer experience; how to master the mobile marketplace; and how to intelligently market in a social world.

“The Customer Lifecycle Conference is designed to provide retail executives with guidance on how they can more intelligently leverage emerging technology to engage with their hyper connected customers,” said Ed Cleary, Publisher at Retail TouchPoints. “Agility Metrics’ reputation for innovation and commitment to customer-centricity fit perfectly with the key themes of the show, and we’re very excited to have them onboard as a key sponsor of this event.”

To register for free for the 2011 Retail TouchPoints Customer Lifecycle Conference, please visit:http://www.retailtouchpoints.com/clc.

Filed under Announcements, Customer Experience, Retail

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