Great content available in our Resources section

July 18, 2011 Leave a Comment

We’ve reorganized the Resources section of our website a little bit to make our content a more easily accessible. If you haven’t had a chance to stop by that section of our website recently, jump all over this opportunity and go pay a visit.

We’ve got three great white papers that touch on all aspects of customer feedback management and give you tips for how to foster deeper customer engagement and advocacy:

Social Customer Intelligence: So you’ve managed to assemble 10 million followers on Facebook … now what? How can you turn that audience from a passive throng of deal hunters into an active customer insights community? Read the white paper to find out how.

Using Non-Buyer Feedback to Boost Conversion: If you’re a retailer, you’re probably obsessing about how to prevent shoppers from walking out of your stores empty-handed. Gathering feedback from non-buyers can help you make huge strides toward increasing store conversion.

Next Generation Customer Feedback Management: It’s not enough to just periodically collect customer feedback and let it rot–unactioned–in a spreadsheet somewhere. Learn how to effectively operationalize customer feedback and put it to work for you in a way that is proven to deliver real ROI.

Filed under Case Study, White Paper

Mister Muffler Case Study now available on our website

July 6, 2011 Leave a Comment

We’ve had the distinct pleasure of managing customer feedback and customer insight for Mister Muffler over the past few years. Our work with them has led us to one conclusion: they truly are one of the most reputable and customer-centric aftermarket automotive brands in Canada.

We’re proud of the role we’ve played in helping Mister Muffler thrill their customers. We’ve documented our relationship with them in a brand new case study, which is available for download on our website.

Among other things, you’ll learn how we were able to help Mister Muffler:

> Capture real-time customer feedback at the service center level

> Report and track key customer service indicators

> Gauge employee helpfulness, consistency, and professionalism

> Take action to increase customer satisfaction and loyalty

Filed under Aftermarket Auto, Case Study

Download the Nebraska Furniture Mart Case Study

February 18, 2011 Leave a Comment

In case you didn’t have a chance to attend our recent webinar, we invite you to download a PDF copy of the Nebraska Furniture Mart Case Study.

When it comes to selling home furnishings, nobody does it quite like Nebraska Furniture Mart. Boasting a dizzying array of products, on any given day its mega-stores can hold thousands of people, and they are staffed by veritable armies of sales reps and cashiers.

Learn how Agility Metrics has helped America’s largest home furnishings store to tackle its highly unique customer experience challenges. Leveraging advanced point-of-sale integration and pinpoint reporting, Agility Metrics was able to help NFM management track the performance of individual employees and hold those employees accountable for the calibre of service they were delivering on the floor.

The results were transformative. Nebraska Furniture Mart was able to:

> Increase employee accountability
> Boost quality of service in all departments
> Win back at-risk customers
> Fulfill its fundamental brand promises

Download the case study and see why NFM’s General Manager of Sales called the Agility Metrics Customer Feedback program a “complete game changer.”

We welcome your feedback on the case study. Please feel free to contact us if you have any comments or questions.

Filed under Case Study, Customer Experience, Customer Feedback, Retail

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