Mobile Customer Engagement

Engagement. That’s what it’s all about, whether you’re talking about clients, customers, citizens or students, one of the greatest uses of technology is getting people to interact with you in terms of research, opinions, suggestions, or ideas. The GlobalPark 2010 survey predicted that when it came to mobile research self-completion using mobile devices would be the fastest growing methodology in 2011 (the only time that they’ve predicted anything other than the web since 2004).

Which is why IdeaScale has the mobile offering and it’s also why Ipsos is talking about IdeaScale:

 “The Ideascale mobile app adds more depth and color to customer feedback. Ideascale can host an ideation module within the community, creating a powerful dialogue with customers. Ideascale also facilitates real ‘point-in-time’ research. Using the app we can trigger location-based surveys to panel members within the hour, and get insightful and timely results back within 24-48 hours. This helps client get immediate feedback on specific events and happenings – we like to think of it as a ‘flash mob’ survey.”

Back in 2006, Gartner Research released a comprehensive report about “Customer Satisfaction Management” that said not only are customer thoughts that are gathered at the point of experience 40% more accurate than customer feedback that’s gathered 24 hours later, but response rates can also increase by as much as 12%.

If you’re interested in learning more about mobile application surveying and how companies are capturing the voice of the customer at the point of experience, Ipsos is offering a one-hour webinar on Tuesday, January 24th at 10:30 a.m. PST. You can register here.

What do you think about the future of mobile research? What are your stories about reaching the customer at the point of experience?

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