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 …

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 …

Customers are savvy creatures. They know how to find the best product, the best price and the best way to grab a company’s attention when they have problems.
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 …