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While a generic Product or Workflow will work well in some cases, often a business requires a tailored solution to fit its needs. Lightstone Consumer works closely with these clients to ensure a robust workflow is implemented and that the Echo Platform creates real actionable outcomes using the Experiential data collected.
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We do.
The customer of your product or service - this person or business has a lot to say, escpecially if they are not happy.
There are many different working relationships or partnerships that take place within an organisation. Feedback from this area is important as it ensures an efficient and effective environment.
The creator of your product or representative of your business - this person is your business and their feedback is crucial to your success.
The Echo Platform seamlessly integrates all customer engagement channels. Call Centre input; whether it be Ongoing Tracking, CRM or Survey Campaigns, Web, Mobile Web, Text (SMS) and Social Media chatter are assimilated in real-time dashboards. Data from disparate sources including internal client data and externals market intelligence can be incorporated. For the first time our clients get an immediate consolidated Business Intelligence view, anywhere, anytime.
By proactively polling you are able to solicite a true preception of your business. Your Employees, Partners and Customers contain valuable information about your business - Speak to them.
Keeping your eye on Social Media as well as keeping channels open for feedback will ensure that your customers, partners and employees remain engaged.
Any piece of information about your business needs to be collected and reviewed. The Echo Platform facilitates this and focuses your attention in the right place.
By capturing feedback at various touch points and channels we help isolate individual issues, which will lead to resolution and creation of loyalty.
By rolling up feedback after key interactions you are able to measure and understand performance of divisions, departments, regions or any other operational categories.
Regulation and corporate governance is starting to mandate a level of Customer Service and with this increased focus on the customer it is becoming more prevalent to show and measure your brands customer focus.
By understanding the conversation around your brand and your competitors you are able to make significant planning and reaction decisions to market activity.
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