Tech forward or CX industry laggard?

A case for using mission-focused, transformative technology to usurp the competition

As Tapyness pioneers the future of consumer experience measurement — IoT CX — we often hear what worked in the past will work today and into the future; the following quote seems applicable…

“But at the same time, you can’t assume that making a difference 20 years ago will allow you to live on the laurels of those victories for the rest of your life.” Angela Davis

The receipt survey above is a classic example of what most brick-and-mortar retailers use to attempt to understand their customers. Let’s review the ledger of this outmoded methodology:

The consumer has to;
• make a purchase, and then only the person paying the bill gets surveyed
• care enough to keep and not lose the receipt
• be incentivized to provide feedback
• spend significant time completing the survey
• provide personal identification, allowing the business to track them
• expose themselves to a potential identity breach

The retailer receives, at extremely low response rates;
• promoted and incentivized feedback from a single person
• information that will be collected, curated, and analyzed by a third-party
• insights(?) provided weeks to months after the customer’s experience
• comfort believing this methodology is still the gold standard

To acquire actionable feedback in today’s world, minimum tenets should;
• have no requirement for the consumer to make a purchase
• not provide incentives, keeping it unbiased
• capture the consumers’ emotional sentiment in context without hassle
• not require the customer’s identity to be captured or stored
• provide visibility into the customer’s experience, unfiltered, in real-time

While technology is not a panacea for everything, when it comes to measuring the customer experience — IoT CX is the new gold standard.

Tapyness: IoT + CX = Actionable Insights in Real-time.