Attensity Announces Voice of the Customer Survey Results

PALO ALTO, Calif., Aug. 8, 2011 /PRNewswire/ -- Attensity, the leading provider of text analytics solutions for Customer Experience Management (CEM), today announced the results of a new voice of the customer (VoC) survey titled "Voice of the Customer: Data-Based Analysis of Adoption and Optimization of VoC Initiatives." The survey, conducted by ThinkJar and sponsored by Attensity, offers a comprehensive look at the key factors determining the success of enterprise VoC deployments.

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ThinkJar founder Esteban Kolsky surveyed nearly 400 respondents in marketing, customer service and other organizations across a variety of industries, including finance, insurance, retail, technology and travel. The results were not necessarily what he expected to find.

"There seems to be a lot of confusion in the market as to what makes for a good VoC deployment," said Kolsky. "We found plenty of myths, old wives' tales, and friend-of-a-friend accounts, but we wanted to take a look at those accounts from a statistical perspective. We discovered some very interesting results."

Some of ThinkJar's findings include:

• Having a clear VoC strategy proved more important in justifying VoC initiatives than showing measurable ROI.
• Many organizations either fail to recognize the value of the VoC information they have collected, or fail to understand what it says.
• The top reasons for VoC initiatives were to improve customer satisfaction and loyalty, while "listening to the voice of the customer" was a lower priority.
• The use of enterprise feedback management tools was low, while the use of analytics tools was far more advanced than expected.

"The results of this survey clearly show that successful voice of the customer initiatives are implemented as part of a core business strategy," said Rebecca MacDonald, vice president of marketing at Attensity. "Companies striving to deliver a differentiated customer experience will find they cannot afford to relegate VoC initiatives to organizational silos."

Kolsky will host an Attensity-sponsored webinar on August 24th to discuss the results of the survey. Webinar registrants will be provided with complimentary access to the full report. Registration information is on the Attensity website at: www2.attensity.com/vocsurvey.

About Attensity™

Attensity's text analytics solutions are the choice of the world's leading brands for Customer Experience Management (CEM). Attensity is the only company that gives business users the ability to analyze millions of real-time customer conversations from any online, social media or internal source, and extract the industry's most accurate insights to drive business decisions. From its headquarters in Palo Alto, Calif., and Kaiserslautern, Germany, Attensity is powering the customer experience strategies of companies such as Charles Schwab, Citigroup, HP, JetBlue, Lloyd's Banking Group, Siemens, Starwood Resorts, Travelocity and Whirlpool. Visit www.attensity.com and follow the company at blog.attensity.com, on Twitter @Attensity, and on facebook.com/Attensity.

About ThinkJar

ThinkJar (http://thinkJar.net) is an advisory and think tank focused on Customer Strategies. It conducts the research and analysis of the information necessary for clients to succeed in their planning and implementations of CRM, CEM and CX initiatives. Founded by a former Gartner analyst, and with partnerships and alliances among the most regarded thought-leaders in the industry, ThinkJar provides the necessary information to adapt to the Social Customer and evolve though the Social Evolution.

©2011 Attensity Group. Attensity is a trademark of Attensity Group in the United States and/or other countries. All rights reserved.

Contacts:

Rebecca MacDonald, Vice President of Marketing, (650) 433-1700, [email protected]

Lisa Hawes, Sterling Communications, (408) 884-5155, [email protected]

SOURCE Attensity

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