PIVOTLINK AND CHATTERPLUG IMPROVE VISIBILITY INTO RETAIL CUSTOMER ENGAGEMENT
06 / 27 / 2012
Transforming Location-Based Mobile Customer Feedback into Actionable Business Metrics to Optimize Store Performance
SAN FRANCISCO, CA, June 27, 2012 – PivotLink, the leading provider of retail performance management solutions delivered via Software as a Service (SaaS), and ChatterPlug, the first provider of real-time customer experience and feedback tools for enterprise mobile applications, today joined forces to offer ChatterPlug’s on-location customer feedback and satisfaction data within PivotLink RetailMetrix. This powerful combination gives retail executives and managers a complete picture of store operations by allowing them to analyze on-location customer engagement metrics alongside other key performance indicators.
Companies that delight customers improve business results, according to a March 2012 Aberdeen Group study, “The ROI of Best-in-Class CEM Programs.” Aberdeen’s study finds companies with “Best-in-Class” CEM (Customer Experience Management) programs that continually monitor and optimize customer feedback have lower customer erosion and higher year-over-year revenue from existing and new customers.
Retailers from sporting goods to apparel use PivotLink’s SaaS analytic applications to uncover actionable business insights from massive volumes of customer data in a fraction of the time and cost associated with traditional software deployments. Adding ChatterPlug’s rich stream of customer data to RetailMetrix reveals how sentiment influences return on investment from loyalty, incentive marketing and retention programs; this allows retailers to link these customer insights to store plans and overall business performance by leveraging PivotLink’s library of best practices reports, dashboards and metrics spanning sales, orders, inventory, merchandising and finance.
“The ability to link the activities throughout the entire customer lifecycle with business results requires companies to start tracking, measuring and understanding how each activity impacts their financial (i.e. top-line revenue) results,” said Omer Minkara, senior research associate, Customer Management Technology Group, Aberdeen Group.
“Retailers win when they put customers at the center of everything they do,” said Joe Dalton, chief marketing officer, PivotLink. “The challenge is acquiring meaningful content and combining it with what you already know, from engaging customers on social media to their transactions online or in a store. PivotLink and ChatterPlug are helping retailers transform Customer Experience Management from an art to a science, providing powerful insights to bring customers back and improve their bottom line.”
“Data is only as good as the decisions you make with it,” said Chris Book, CEO of ChatterPlug. “Incorporating ChatterPlug's customer experience data into PivotLink’s retail analytics allows businesses to make informed decisions that leave nothing to chance.”
Learn more about RetailMetrix and request a demo at http://www.pivotlink.com/products/pivotlink-retailmetrix.
PivotLink is the leader in on-demand retail performance management applications for customer-centric retailers and retail-related companies such as Fifth & Pacific Companies (formerly Liz Claiborne); Kelly-Moore; Timbuk2; Party City; Car Toys; Rossignol; Shaklee; and Zones. Encompassing retail best practice reporting, customer performance analytics and marketing optimization, PivotLink’s suite of retail applications and third party content empower business users with actionable insights to serve their increasingly connected, mobile, omni-channel consumers. PivotLink is a privately held company backed by Trident Capital, Emergence Capital Partners, StarVest Partners and Pelion Venture Partners.
Follow @PivotLink on Twitter at www.twitter.com/pivotlink and Facebook at http://www.facebook.com/PivotLink.
ChatterPlug, Inc. was founded in 2010 to provide businesses with a real-time tool set to enhance customer service and engagement. ChatterPlug directly integrates into a brand’s mobile application allowing businesses to present a customized and proprietary user experience channel. ChatterPlug is headquartered in Scottsdale, AZ. For more information, visit www.chatterplug.com.