When someone runs a storefront business, there are several ways to ascertain why customers behave in certain ways, why they choose one product over another and why they might decide to walk out the door without making a purchase.  Business owners can observe customers’ expressions and body language, note which displays cause them to look twice and directly ask for feedback during 30-second chats in the store aisles.

Internet-based businesses of all sizes need that same insight into customer behavior, and they can get it in a more systematic, analytically rich manner than their onsite counterparts.  Our recently announced bilateral integration with Omniture gives our joint customers the answers to critical questions that affect every aspect of their business.   

Omniture tells businesses WHAT is happening on their Web sites; Kampyle Feedback Analytics explains the WHY. The possible questions businesses can now answer are endless, and the results will be higher conversion rates, reduced churn and improved customer satisfaction.

Our partnership with Omniture is one more way we’re enabling you to know your customers better, even more so than if you observed and spoke with them directly in a traditional shop.  Learn more about our newest integration with Omniture in our resource center.

Twiddy & Company, an online vacation rental provider for the Outer Banks of North Carolina, has been in business for more than 30 years. It would have been easy for Twiddy to lean on its long history rather than looking for new ways to engage directly with customers, but the forward-thinking company wondered whether it could improve customer experience by soliciting direct feedback.

Twiddy integrated Kampyle with Google Analytics and quickly saw a correlation between specific customer input and high bounce rates on certain pages of its site. Within just the first few days of its Kampyle implementation, Twiddy made changes in its Web site’s color, layout and functionality.

The ability to see not only what customers do, but also to learn why they do it has inherently changed this e-tailer’s business, increasing rental sales and repeat customer visits. Feedback analytics, now part of Twiddy’s strategic marketing plans for the future, help this Kampyle customer learn what its users are thinking and put that information to work.

Read Twiddy & Co.’s great case study, and watch their video testimonial on Kampyle:

Feedback analytics are valuable for companies of all sizes – the largest, multi-national brand needs to listen to its customers as much as the one-person business operating out of a small storefront.  The method of collecting, analyzing and acting on customer input is the same for any Kampyle user, big or small.  Beyond the egalitarian nature of feedback analytics, though, small businesses might find themselves coveting the marketing resources of their larger peers.

That’s why we admire the premise of John Jantsch’s blog, Duct Tape Marketing.  When we saw that he recently highlighted Kampyle as one of his favorite new discoveries of the week, we were pleased, because Jantsch’s views on the potential of small businesses complement our own.  It doesn’t take a lot of money or an enormous staff to make better marketing decisions.  It takes knowledge.  It takes an understanding of customer behavior and motivation.

Jantsch is a marketing and digital technology coach, and he shares strategies, ideas and resources via his blog – a worthwhile read for small business owners.  Also, check out his book when you can as it is full of helpful details and resources.

The Kampyle team is demonstrating and exhibiting at the upcoming Omniture Summit from March 2-5 in Salt Lake City, Utah.

At the summit, the Kampyle team will provide conference attendees with a first look at our upcoming integration with Omniture. If you are interested in receiving a personal demonstration at our booth, please email us at: sales at Kampyle dot com, or call us at 646 452-9480.

As a showcase sponsor of the summit, Kampyle is offering its customers a $100 discount on conference registration. Take advantage of this incentive and head out to ski country for three days full of training and education from Omniture partners, customers and industry experts.

To get a $100 discount from Kampyle, please email us at: sales at Kampyle dot com, and we’ll send you the coupon code.

We will release more details of this new integration with Omniture closer to the date of the summit, so stay tuned to our blog for more information.

In addition to general sessions with marketing pioneer Seth Godin and Wired Magazine Co-Founder John Battelle, the summit will feature more than 50 breakout sessions on topics including optimizing marketing ROI, customer engagement and conversion optimization tactics.

We hope to see you there!

The Kampyle team.

It doesn’t take magic for a company to transform an unhappy customer into a satisfied, loyal cheerleader for its brand. It takes an effort to listen and a dedication to turning customer feedback into action.

InkJetSuperstore.com, a reseller of printer consumable products, saw that formula for transformation come to life when it implemented Kampyle. Since adding feedback analytics to its Web site, InkJetSuperstore.com has experienced an 8 percent increase in conversion rates and a 5 percent reduction in phone calls to customer service. When the company receives negative feedback from a prospect regarding a product, service or Web site function, Kampyle alerts customer service agents who send back a personal response, often along with a discount or refund, turning potential critics of the company into strong supporters.

Among the more than 300 feedback items InkJetSuperstore.com receives each week are details that also help the company to anticipate future needs, sales opportunities and site upgrades. In a crowded marketplace, feedback analytics are giving InkJetSuperstore.com a competitive advantage.

Read more about InkJetSuperstore.com and Kampyle in our resource center.

A recent article at MediaPost highlights The 2009 Cone Consumer New Media Study, which found that more customers are using new media – Twitter, Facebook, blogs, YouTube and other social networks – to let corporations know when they are unhappy. Sixty-one percent of the new media users surveyed in September 2009 said they expect companies to solve problems and provide product or service information via these networks. They want to be heard and they want to know you are listening.

Consumer attitudes toward online interaction with companies are improving, according to the Cone study. But while the increase in interaction via social media offers benefits to both customers and businesses, it also raises a question: Are companies who wait to hear about problems via public social networks as savvy as their customers? Why aren’t these businesses leveraging the one-on-one relationships they could build on their own Web sites via feedback analytics?

Our users – tens of thousands of companies as varied as EyeBuyDirect.com, a prescription eyeglasses retailer and Twiddy, a vacation home rental agency – are using Kampyle Feedback Analytics to proactively ask customers for their input on products, services and Web site functionality. These businesses use direct customer input to make crucial decisions in purchasing, marketing and IT. And their customers notice.

Listen and engage with your customers in as many ways as you can, use both social media and feedback analytics to strengthen all of your online communication channels.

As a good example and a great success story, here is a video about how Twiddy managed to achieve these goals using Kampyle:

An informed e-tailer leverages his greatest asset – customer feedback – to turn casual visitors into loyal, returning purchasers. EyeBuyDirect.com, the leading online eyeglasses shop, is using Kampyle to do just that.

After moving from a basic quantitative analytics solution to Kampyle’s Feedback Analytics, EyeBuyDirect.com saw an immediate benefit. With a clear understanding of why its customers make certain choices online, EyeBuyDirect.com now has a conversion rate of at least 30 percent and a reliable method for optimizing inventory based on clearly communicated customer wishes.

EyeBuyDirect.com uses Kampyle to answer business questions critical to its success:

• Where should we place ads?
• Which frames should we stock in greater quantities?
• Which products should we stop selling?
• Are customers more likely to buy if they use our virtual dressing room?
• Does our Web site make it easier or more difficult for customers to complete purchases?

Kampyle Feedback Analytics deliver detailed answers to these queries, as well as to the all-important question of why customers make the choices they do. It is that level of personal input that helps EyeBuyDirect.com and thousands of other Kampyle users move their customers from “window shoppers” to satisfied buyers.

Read more about Kampyle and EyeBuyDirect.com in our resource center.

Kampyle is starting off the New Year with a partnership that will mean even greater customer insight for our users. Today, Kampyle announced it is the first partner for Nedstat’s User Experience platform, a Web analytics solution that uses behavioral insights to optimize customer interactions.

This is a partnership that offers Kampyle and Nedstat users access to the five W’s – who, what, when, where, and the elusive WHY – all in one integrated view.

Joint customers can take advantage of the bilateral integration to analyze and act on the same data regardless of whether they are accessing it via Kampyle or Nedstat’s Sitestat solution. The complete integration is easy to use and helps companies answer the critical question of “why” behind their users’ behavior.

This partnership extends Kampyle’s value proposition to a much broader market of users worldwide. Joint Kampyle/Nedstat users can now easily bring the customer’s voice into their analytics to gain a real understanding of usability, satisfaction rates and user experience.

See our press release with Nedstat for more information.

A company that truly believes in its own product uses that product, and that mantra is what led Kampyle to  the new Web site design we launched today. Our focus is on helping other businesses listen to customers’ direct feedback in order to find out WHY those customers do certain things on a Web site – why they purchase one item over another, why they spend more or less time browsing, why they abandon a shopping cart before clicking “purchase.”

Even as we’ve been creating solutions to help you get direct, detailed feedback from your customers, we’ve been listening to you.

You asked us for a new Kampyle solution demo. So we worked with our team and our customers to provide you with new video demos.

You asked for more information about our solutions. So we asked our 30,000+ customers to help us tell the story of how Kampyle is helping them increase customer loyalty, create conversations and improve usage.

You asked for more solution screenshots from Kampyle. So we created them for you in our new online resource center.

We think you’ll find our new Web site more user friendly, more informative and more useful to you as you research Feedback Analytics and what they can do for your business.

We look forward to hearing your thoughts on our redesign. Just click on any one of the eight different feedback forms on our site to give us your opinion.

Guidewire Group meets with hundreds of emerging technology companies each year, giving it keen insight into which players are getting it right in the right markets. When Guidewire characterizes Kampyle as a company “firing on all cylinders” – as it did in its recent G/Score rating – it does so with authority.

Among Guidewire’s synopsis of Kampyle’s strengths in seven categories, the firm found:

• Kampyle has “impressive customer wins and partnerships.”
• Kampyle is a “solid company with a respectable user base, a sharp team, and a well-built product that is needed by virtually every online brand today.”
• Kampyle has “a vast potential market ahead of it.”

Guidewire scored Kampyle in the areas of concept, market, competition, business, product, team, business model and funding, with high points in all seven segments. In its summary, Guidewire praised Kampyle for giving users “an easy, transparent method of communication” while providing businesses an extensive breadth of information about customer behavior.

Guidewire Group is a global market intelligence firm passionate about technology entrepreneurship. You can view Guidewire Group’s full summary and scorecard here.