Voice of the Customer specialist eDigitalResearch have the latest in market research and big data technology by increasing their real-time data fusion capabilities.
For several years, eDigitalResearch have been integrating survey responses with a range of big data sources – from loyalty card data to purchase history – in an effort to provide clients with a true understanding of how their brand is performing and where they could improve.
Survey responses are fused automatically in real-time with big data sources uploaded securely toeDigitalResearch’s FeedManager tool. It means that brands are now able to understand in real-time how their customer experience is affecting company performance and the immediate impact that changes to the business are having on key company metrics.
Big data and key commercial data can even be integrated into eDigitalResearch’s customisable dashboards so that key staff around the business are able to quickly digest how a change in customer experience will alter company performance.
Coupled alongside big data sources, eDigitalResearch are also able to capture the Voice of the Social Customer by incorporating social media analytics into their real-time dashboards and reporting outputs. It means that like never before, managers and executives are able to monitor everything from customer spend to satisfaction and social sentiment in one place and at any one time.
Derek Eccleston, Commercial Director at eDigitalResearch, comments, “Listening to customers is so important if brand’s want to improve. However, it often takes more than just listening. It’s about utilising what your customers are saying and blending that feedback with what you already know about them to better understand how you can improve and better your customer experience.
“Consumers are becoming increasing more demanding with many wanting to get involved in the direction of their favourite brands, sending ideas and suggestions for improvements. But with this growing feedback culture, it can sometimes be difficult to know where to begin. Big data integration provides a deeper commercial understanding to help allocate budget and resource to the right places to please the right people”.