VOC

How to Create a Life-long, Emotional Connection with Guests via CXM

The restaurant industry is a high-risk business proposition. With the influx of competition working their way up the ladder of success, you are expected to perfect your restaurant offerings and services – for your guests as well as your employees. The key to success is to focus on customer engagement initiatives that facilitate keeping in touch with your guests, understanding their restaurant experiences, and encouraging them to increase the frequency of their visits. Did you know that 60% of businesses fail in the first year? There is a lot at stake here. To outrun your competition, how would you ensure your restaurant’s success? For starters, understand the pain points faced by your Restaurant? Do you: find it difficult to understand your customers’ journey, build a good rapport with them or retain them? struggle to obtain customer information and implement a successful loyalty program? fail to incentivize your employees in order to motivate them and increase their productivity levels? feel like your personalization strategies are limited and add no value to the customer conversations you are trying to invest in? feel like you are unable to keep up with technological advancements that have revolutionized solely for customer engagement? Secondly, understand the importance of customer experience (CX) initiatives. Customer experience (CX) initiatives provide an outside-in view of the customer experience. Without these initiatives, it is difficult to, understand the customer journey, quantify customer sentiment and perceptions, Identify improvement opportunities, and, measure the impact of customer experience initiatives. If these initiatives are implemented accurately, your restaurant will generate: 69% increased loyalty 68% increased sales 67% increased referrals Thirdly, understand the criteria for selecting a customer experience management platform (it should essentially address your pain points) Find the right partner to help act on your strategy to drive guest conversions and retention into revenue. […]

VOC in Action: How Emojot’s Emotion Sensors™ Could Have Circumvented Corporate Conundrums

Corporate executives often spend so much time mulling over figures, stressing over projections, and brainstorming with strategists that they forget the single most valuable source of information they have when it comes to expanding their enterprises: their customers. Especially during difficult times, ignoring your current clients’ feelings and opinions could be catastrophic for your company. Your existing patrons are a font of knowledge when it comes to your branding, products, design, customer service, and more. VOC, or “voice of consumer” technology captures this precious data and provides it to your company so you can act on it. Emojot’s platform has made great strides forward in the already cutting-edge world of VOC by adding our unique twist on this technology. Rather than asking dull, textual survey questions that customers are likely to send straight to their spam folder or pestering them to provide their opinions over the phone, Emojot has devised short, sweet, state-of-the-art “Emotion Sensors™.” These unique surveys ask customers to share their feelings the way most of us have become accustomed to in this digital day and age: with whimsical, graphic, and powerfully expressive emojis! Our Emotion Sensors™ encourage engagement and give customers an outlet to easily share the emotions that drive their purchasing decisions.[emojot type = “button” size=”small” key=”59b64d52de4358b90f039047″ id=”59b64d50a430d8b91b542843_5a2a4d5771cb563c4ad7bf65″] Emojot’s Emotion Sensors™ has an astounding track record of proven success around the world, but this exceptional platform is still relatively new. We are confident that our VOC products will forever change the corporate world. Just imagine what kinds of disasters could have been avoided if more companies had known about these charming, interactive surveys and used the vast, valuable data collected wisely! That’s precisely what we’ve done in the following blog. Read on to find out how the history of the three companies could have been completely […]

An Introduction to Customer Experience Management

If you own or run an enterprise, you know that your customers are the bedrock of your business. The way they think and feel about your brand color every choice they make. Every time you design a new product, release an improved service, mock up an advertisement, write a press release, call a client, ship an order, or perform numerous other vital actions, you influence your customers’ perception of your brand. Of course, with this in mind, maintaining good relationships with your clients can start to seem monumentally overwhelming. Taking on this aspect of your business might leave you with more questions than answers. What if your customers don’t like your new website design? How would they feel if you raised your prices slightly? Why didn’t they respond to the commercial you painstakingly filmed? Fortunately, there are twenty-first century tools you can use to answer these very questions and tackle this particular part of modern business. This is where Customer Experience Management comes into play. Today’s advanced technology can help you understand, foster relationships with, and, ultimately, profit from your customers better than ever before. Emojot’s products are at the cutting edge of this growing field. In the following blog, we introduce you to Customer Experience Management and explain our outstanding offerings in this area. What is Customer Experience Management? You may have heard the term “Customer Experience Management” thrown around online or at conferences, but if you don’t understand it’s full definition, then it will mean little more to you than a collection of buzzwords. Customer Experience Management actually has quite a precise meaning, as defined by Tech Target: “Customer experience management (CEM or CXM) is the collection of processes a company uses to track, oversee, and organize every interaction between a customer and the organization throughout the customer […]

Store Versus Screen: Black Friday in the Twenty-First Century

For decades, Black Friday has loomed large in the retail world, as we discussed in the first in our series of blogs on this extraordinary shopping event. In fact, even the phrase “Black Friday” might conjure up images of long lines twisting around storefronts, crowds of people clustered in front of glass doors about to open, and masses of fast-moving shoppers rushing through aisles. In fact, many view this shopping event as an annual outing, and its attendance even outpaces that of popular amusement parks. According to U.S. News and World Report, “Americans spend more time shopping on Thanksgiving weekend than they do visiting Disney hot spots,” with a stunning “fifty-five percent of Americans” partaking in the purchasing. As most Black Friday aficionados can attest, there is a particular satisfaction in discovering the perfect sale item in the store and carrying it triumphantly out the doors. At the same time, digital technology has transformed nearly every facet of modern life, and shopping is no exception. In all likelihood, you use a digital cart just as often as a real one, clicking on your favorite items rather than taking the time to go pick them up in the store. The magic of Black Friday has always been in making holiday shopping more convenient for customers, understanding and catering to their needs. While this unique retail event still undoubtedly takes place in person, it is increasingly popular online, as well. The savviest companies leverage both in-person and Internet Black Friday techniques to attract customers and amplify their profits during the holiday season. At Emojot, we use sophisticated technology to help businesses better understand how their customers feel. Our innovative Emotion Sensors® allow respondents (emoters) to express their emotions using their favorite digital tools – emojis! We are passionate about helping enterprises expand […]

Shedding Light on Black Friday

Black Friday is far and away the biggest shopping event of the year. Over 100 million people dragged themselves out of Turkey comas and into bustling stores in 2016 alone, according to The Balance. Millions more participated in the shopping festivities online. However, despite Black Friday’s undeniable popularity, it’s also one of the most often misunderstood marketplace extravaganzas. With mysterious origins and an uncertain future in this digital age, many retailers aren’t sure quite what to make of Black Friday. Unfortunately, this results in myriad missed opportunities for all kinds of companies, who could be giving their customers happier holidays while boosting their businesses. At Emojot, we’ve designed state-of-the-art surveys to help companies better understand how their consumers think and feel about their products, services, and sales. Our emoji-based surveys (called “Emotion Sensors®”) give businesses invaluable insights into their customers’ reactions to their brands. Our research team realized what a difference truly understanding Black Friday could make for our clients, so we decided to do what we do best: an Emotion Sensor®! We received responses from hundreds of customers, who shared their emotions, opinions, and general reactions to this massive shopping event. In the following blog, learn more about the origins of Black Friday, current trends, and what we discovered based on our innovative Emotion Sensor®! This is the first in a series we’ll be publishing covering the ins and outs of Black Friday in depth, so check back next week! Black Friday Beginnings Even the most zealous shoppers and busiest retailers likely don’t know why this day after Thanksgiving event is called “Black” Friday. As it turns out, this name has quite the storied, and varied, history. The History Channel explains: “The first recorded use of the term ‘Black Friday’ was applied not to holiday shopping but to the […]
The History of Emovyz Powered by Emojot

The History of Emojot

A Play by Play of the Company’s Vision, its Earliest Inception, and a WIP Towards a Continuous Mission in the Technology Space There is always a distinct history behind any organization – how it began, its first steps, important milestones achieved and the people who have worked towards making its initial vision a reality. Our vision which eventually became a reality was Emojot – a company that has grown remarkably over the past few years. So, sip on a cup of coffee (or tea if you like!) as we take you through a stroll down memory lane on how it all began. So, How Did it All Begin? Our company’s vision – to be the global leader in customer experience solutions with our emotion-based customer/employee/audience engagement solutions – was given its roots when our very own CEO, Dr. Shahani Markus was a lecturer at the University of Moratuwa, a top-notch university, that had a reputation for producing some of the most intelligent graduates within the Sri Lankan tech industry. Dr. Markus was an inspirational mentor to her students and was responsible for supervising the university’s final year projects. With her vision of encouraging students to create startups, she bootstrapped a product concept with two of her students – Andun Sameera and Sachintha Rajith in 2014. The founding team also included Dr. Markus’ colleague Manjula Dissanayake, who came with prior experience in the product space. In 2014, Emojot’ magic began with these 4 special and dynamic individuals. Converting Initial Meetings into Positive Proceedings With our founding team at Emojot working hard and overcoming the challenges that came their way, we were fortunate enough to be named as one of the top 3 event technologies at a conference held in Australia in 2015. This was certainly a massive stepping stone for us. Our success […]

How to Start a Voice of Customer Program?

We are all about the notion in believing the customer is king and what not! It’s true, isn’t it? As a brand, although we start the engine, the customer is in the driving seat- steering us all the way. He/she will decide where we are headed and it’s up to us to ensure that our engines are oiled and ready for the joy ride ahead. If you get this notion right, you’re good to go! If you don’t, prepare yourself for some heavy repairs that consume lots of time and energy – that could have been saved if you only understood what was wrong. Listen up. The Voice of the Customer is what’s going to save your brand and your peace of mind (phew!). To make your life easier, let me take you through a couple of essential steps to start your Voice of Customer Program. Listen Up! Everyone loves to give their two cents on everything. It’s a part of being human. Listening, however, is something that should be practiced over time. It’s an acquired skill. Especially true, when it comes to nurturing a good relationship with a significant other. Believe me, when I say, most people never listen and don’t even realize the value of it. In this context, however, listening to your customers adds onto your learning curve to steer your brand in the right direction. Yes, improving their experience is supposed to be on top of the list for most organizations. But, the starting point of improving their experience begins as soon as you take the time to listen to them. Listening will enlighten you on how you can get a lifetime commitment from your customers. It’s just around the corner. So, it’s high time for you to listen. Listen to them and show them that […]

What is the Voice of the Customer (VoC)?

A customer walks into a restaurant chain branch, she orders her usual tuna sandwich as she does every other day. Since she is a frequent visitor, there shouldn’t be any surprises during this specific experience. But there is a difference, she is in a restaurant branch which she hasn’t visited before. She receives her sandwich and settles down in one of the booths. Her first bite is the decision maker. Immediately her taste buds tell her that something is not right. The bread is stale, the filling is all wrong. She’s pissed. Naturally, the initial reaction is to complain – so she turns to Social Media. Two days later, the CEO (Chief Executive Officer) of the restaurant chain in question gets a call from his wife who tells him about a Facebook post which went viral (over 500 shares) and has now reached news publications as well. The restaurant chain’s brand image is compromised. Any strategic move by the CEO and his company will cause the PR situation to worsen – more fuel to the fire. “If only I could have known that she was unhappy two days ago, I could have apologized and made amends,” says the CEO. Let’s look at this situation with the introduction of Emojot. The customer is unhappy. She sees a card on the table where she is sitting saying “Tell us how you feel”. She’s intrigued and visits the link. With the ability to immediately express how she feels – her negative sentiments are received through the restaurant’s Emotion Sensor®. Immediately, the CEO and the CXO (Chief Experience Officer) of the restaurant chain are alerted via WhatsApp and Email – they view the analytics on the cloud-based dashboard and acknowledges: the problem with the quality of the sandwich (as the customer has given open […]

The Importance of Providing “Great Customer Service”

In any business; restaurants, coffee shops, bakeries, cafes, it’s very important to know how customers perceive you and your products. This is because you would want to create a good impression so you can easily get these people to buy from you. According to a study conducted by Conversion, 54% of millennials said they stopped doing business because of poor customer service. Additionally, 50% of Gen Xers and 52% of baby boomers felt the same way.  Any business requires customer engagement, customer loyalty and customer satisfaction to enhance its growth. I doubt that anyone gets up in the morning to say, “I’m going to provide terrible service today.” In fact, the intention usually is to provide good service but somewhere during the actual interaction with customers; we lose that sense of commitment to create an emotional connection and provide an excellent service during each interaction. Here are some things to keep in mind when you are in the process of providing service. Remembering these will help you maintain a high level of service with the understanding that you can’t please everyone. Listen to each customer – You can’t provide excellent service to anyone if you don’t take the time to listen to what the customer is saying. Customers say things and however subtle or incredibly loud it is; you will need to pause and listen to get the message. They are giving you information that you can use to direct you to satisfy their needs. There’s nothing as damaging as not listening and providing products and services that they don’t want or want in the way you are providing them. Act promptly – There’s no point in getting customer feedback if you aren’t prepared to act on the results. If the results show that you need to make a change to how you provide a service or […]

Emojot’s Emoji Webinar – How Brands are Using Emojis and How You Can Too!

Below is Emojot’s webinar- How Brands are Using Emojis and How You Can Too! If you have any questions about the webinar please don’t hesitate to contact us, we’re happy to answer them for you. If you are interested in viewing the data behind the information given in the webinar, you can view through these links: Creation of the Emoji “Emojis are effective because they convey a universal emotion or feeling in a simple, concise manner” 75% of male emoji users and 84% of female emoji users say that emojis express their feelings more accurately than words. Emoji have come to embody a core aspect of living in a digital world that is visually driven, emotionally expressive, and obsessively immediate. “Emojis allow you to enter consumer-to-consumer conversations in an utterly unobtrusive, organic way.” 92% of online consumers use emojis Campaigns with purely emotional content performed about twice as well (31% vs.16%) as those with only rational content In other words, emoticons can still convey an emotion despite no cognition of seeing an actual face