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:

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.

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.

We want to extend a huge “thank you” to the whole Kampyle community for such a great year! We have seen exponential growth as fueled by continued customer satisfaction, the addition of powerful new partners and a global market expansion and adoption of our solution. Today, we are thrilled to announce the addition of 25,000 new customers over the past year.

Here are a few more milestones we are proud of this year:

• Kampyle Analytics shows that customers using Kampyle solutions have achieved a 14 percent increase in their customers’ satisfaction rates for 2008 – 2009.
• A customer growth rate of 600 percent, with 25,000 new customers since January 2009.
• Six-hundred million users have seen the Kampyle feedback button on Web sites around the world since January 2009.
• Complete integration of Kampyle for Websites with Google Analytics.
• Partnerships with leading companies such as Constant Contact, GoDaddy and Amdocs.
• The launch of Kampyle’s Japanese Web site and partnership with Yokohama-based company Infinet Inc., which is offering local sales and support services in Japan.

We have also seen companies using Kampyle attribute their ongoing success with customers to having the ability to generate actionable process-level feedback, providing them with user insight that goes beyond an individual site or software installation step. Timing and placement are crucial when asking for more information from users, and Kampyle enables customers to move beyond survey pop-ups and e-mail feedback forms to help them elicit feedback based on the process the customer is experiencing at the time. Check out our release today to hear more directly from our current Kampyle customers.

Happy Holidays, and we can’t wait to see what 2010 brings!

Econsultancy is one of the most influential marketing blogs worldwide, and is listed on the AdAge Power 150 Blog list at #8. Their blog is full of incredible data, how-tos, strategy tips, candid advice and much more. Check it out here when you can.

2009 has been a standout year here at Kampyle, and we are growing at a tremendous rate. Here are some of our highlights:

• 30,000 customers in 191 countries
• Processed over 12 million feedback forms
• Expanded into Japan
• Partnerships with Google Analytics, Constant Contact, GoDaddy and few others

Winners will be announced on Wednesday, December 9, so keep your fingers crossed we win!

The post’s premise was that every website consists, at its core, of different processes. These processes are groups of pages that were designed to achieve a common goal (e.g. information, conversion, search results, advertising, payment and many more). It is for that reason, that “Process Level Feedback” is the best approach to understand how your website is performing and what you can do to get better results from it.

As promised, we wanted to follow up with a post on the importance of using multiple feedback forms (one per process); giving some examples of how each feedback form should be customized to fit process it is in. This basic best-practice advice is without a doubt the best way to implement Kampyle on your website, and is sure to make a real difference for your site.

Timing and placement are crucial when trying to supply and find information – this especially true for website feedback. It doesn’t really make sense to ask someone who is looking for a product in your product search pages, how he feels about your shopping cart pages, or your home page. Why would your customer want to submit feedback on a process he is not currently in, and possibly hasn’t even visited yet?

In other words: a feedback form should match the process it is in, and be as relevant as possible to the place and time in the users’ experience.

One of Kampyle’s most powerful features is the ability to use a different, customized feedback form for each process on your site. This ability allows you, the website owners, to get the kind of feedback that you are interested in, when and where you want it.

As mentioned in our previous post, typical eCommerce websites will usually have 3 main processes:

- General Pages (homepage, About Us section, Services pages etc…)

- Product Search / Product Catalog (search pages, search results, product categories etc..)

- Check Out (shopping carts etc…)

The goals of each process are different, which means that the topics you will want to ask your users about are different. Why would the feedback forms be the same?

In this example, the way to maximize benefit from Kampyle would be to create 3 feedback forms, each addressing 1 process, and displayed in all the process’s pages.

The General Pages form will need to address issues about the visitors’ initial impression of the site, missing information etc., and will be able to give you insights on how to improve the general experience on your site and reduce bounce rates. The feedback form in the General Pages might therefore require categories of a general nature (Site Content, , Suggestion etc…) with sub-categories such as “missing information”, “Unclear content”, “Not what I’m looking for”, “suggestions” etc…

The Product Search / Product Catalog form will help you to understand how and why you are losing customers: is it something about your products, your product catalog (product’s information), or is it something about your users that you didn’t realize just from raw analytics data? Examples of categories that can bring the average ecommerce website good results are “Products” (Brands, Product Availability, issues characterizing your products) “Search Issues” (couldn’t find a product, bad search results, advanced search options, missing categories etc…), “Prices” (too high? Not available? Not clear?).

The Check Out form will help you win back customers who were on the verge of making a purchase but decided otherwise. You will be able to learn, for instance, why they decided to abort the purchase in the last minute and discover how to prevent this in the future. That is why you might want to use categories such as “Payment” (accepted payment methods, couldn’t complete payment?), Registration (couldn’t register, don’t want to register?), “Prices” (too high? Not available? Not clear?), “Shipping” (shipping destinations? shipping procedures?), “Security” (security concerns? Privacy concerns?).

Not every website has the same processes of course, and not all websites are ecommerce websites. All of the above are merely a suggestion – each site has its own special needs, specialties and processes. That is the reason that to get the best and most valuable feedback, you need to use different, customized feedback forms suited to your own line of business, activities and interests. Your feedback forms determine the feedback that you will get!

We will follow up on this post with recommendations and best practice business flows for how to read and manage process level feedback in the Kampyle’s Advanced Reporting interface.