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  • Consumers Pick eCommerce for Better Customer Service

    2-16-2013 Yahoo! Small Business Advisor - Beth Longware

    A recent study conducted by ClickFox, dealing specifically with holiday buying plans, reveals that customers favor online customer service and associate negative experiences with in-store and call center service representatives. Unless a unique shopping experience is emphasized, merchants who primarily deal with customers directly risk losing sales to their online counterparts.

  • Best Practices Mapping Customer Experience Using Data

    2-14-2013 Silicon Angle - Jeff Gossman


    Who do you love? On social media, the answer seems to be Starbucks.
    The ubiquitous coffee house chain is the "most loved" of 3,400 food and restaurant brands, according to an analysis of social media sentiment in the first half of 2012 conducted by Digital CoCo, a marketing agency.
    Despite being satirized by everyone from Mike Myers as Austin Powers to your cousin's blog, Starbucks routinely scores at the top of the list among all consumer brands, not just food and beverage brands.
    Another market researcher that recently gave Starbucks a top rating, ClickFox, said the retail chain’s secret is delivering individual attention to a mass audience.
    “Starbucks is unique in that it is able to tailor customer experiences and products to a customer’s exact taste,” said Jeff Grossman, vice president of product management for ClickFox, another market researcher that gave Starbucks a top rating. "Despite its huge spread it has delivered a personalized experience across many locations.”

    It is only February but imprortant that the C-Suite collaborates now to learn from this recent holiday rush and look forward already for how they will improve in execution in 2013.  These data best practices provide a blue print in how organizations can better prepare using customer touch point data in new and improved ways.

  • Using Customer Service to Build Loyalty

    10-25-2012 Proformative


    Who do you love? On social media, the answer seems to be Starbucks.
    The ubiquitous coffee house chain is the "most loved" of 3,400 food and restaurant brands, according to an analysis of social media sentiment in the first half of 2012 conducted by Digital CoCo, a marketing agency.
    Despite being satirized by everyone from Mike Myers as Austin Powers to your cousin's blog, Starbucks routinely scores at the top of the list among all consumer brands, not just food and beverage brands.
    Another market researcher that recently gave Starbucks a top rating, ClickFox, said the retail chain’s secret is delivering individual attention to a mass audience.
    “Starbucks is unique in that it is able to tailor customer experiences and products to a customer’s exact taste,” said Jeff Grossman, vice president of product management for ClickFox, another market researcher that gave Starbucks a top rating. "Despite its huge spread it has delivered a personalized experience across many locations.”

    Product quality and service drive loyalty:  A survey by Clickfox found that product quality and customer service were the most important factors to gaining consumer trust. Quickly resolving issues and going beyond customers' expectations may encourage repeat business from patrons, but it in many cases, businesses need to go further than that. Smart Company notes that all organizations are trying to deliver good service, which makes it difficult for it to be a differentiating factor.

  • Alteryx, IBM, ClickFox Highlight Need for Data Management Tools

    10-8-2012 Slashdot - Michael Vizard


    Who do you love? On social media, the answer seems to be Starbucks.
    The ubiquitous coffee house chain is the "most loved" of 3,400 food and restaurant brands, according to an analysis of social media sentiment in the first half of 2012 conducted by Digital CoCo, a marketing agency.
    Despite being satirized by everyone from Mike Myers as Austin Powers to your cousin's blog, Starbucks routinely scores at the top of the list among all consumer brands, not just food and beverage brands.
    Another market researcher that recently gave Starbucks a top rating, ClickFox, said the retail chain’s secret is delivering individual attention to a mass audience.
    “Starbucks is unique in that it is able to tailor customer experiences and products to a customer’s exact taste,” said Jeff Grossman, vice president of product management for ClickFox, another market researcher that gave Starbucks a top rating. "Despite its huge spread it has delivered a personalized experience across many locations.”

    Data management—especially when the data in question grows to epic proportions—remains a top goal of analysts and CIOs. In order to fulfill that need, some IT vendors have begun embedding tools into their software offerings that automate data management.

    ClickFox, for example, manages Big Data on behalf of customers who want to invoke its customer experience management application in the cloud. According to Jeff Gossman, vice president of product management, the company provides a service overlay on top of datasets that makes all that information more accessible to business users. “ClickFox does all the heavy lifting,” Gossman said, “because the shortage of data scientists has become a bottleneck.”

  • Atlanta’s ClickFox Remains Unchallenged In IVR Customer Analytics Industry

    9-8-2012 Techli - Corey Cummings


    Who do you love? On social media, the answer seems to be Starbucks.
    The ubiquitous coffee house chain is the "most loved" of 3,400 food and restaurant brands, according to an analysis of social media sentiment in the first half of 2012 conducted by Digital CoCo, a marketing agency.
    Despite being satirized by everyone from Mike Myers as Austin Powers to your cousin's blog, Starbucks routinely scores at the top of the list among all consumer brands, not just food and beverage brands.
    Another market researcher that recently gave Starbucks a top rating, ClickFox, said the retail chain’s secret is delivering individual attention to a mass audience.
    “Starbucks is unique in that it is able to tailor customer experiences and products to a customer’s exact taste,” said Jeff Grossman, vice president of product management for ClickFox, another market researcher that gave Starbucks a top rating. "Despite its huge spread it has delivered a personalized experience across many locations.”

    Atlanta-based analytics company ClickFox has moved deep into customer behavior analysis across a variety of web-based platforms since its launch in 2000. The company has been so successful in its field that Forbes named it one of the 10 greatest industry-disrupting startups of this year.

  • NBC News: ClickFox SVP Jeff Gossman and Brand Loyalty Survey Featured in Article on Best Loved Food Brands on Social Media

    9-5-2012 NBC News.com - Richard Satran


    Who do you love? On social media, the answer seems to be Starbucks.
    The ubiquitous coffee house chain is the "most loved" of 3,400 food and restaurant brands, according to an analysis of social media sentiment in the first half of 2012 conducted by Digital CoCo, a marketing agency.
    Despite being satirized by everyone from Mike Myers as Austin Powers to your cousin's blog, Starbucks routinely scores at the top of the list among all consumer brands, not just food and beverage brands.
    Another market researcher that recently gave Starbucks a top rating, ClickFox, said the retail chain’s secret is delivering individual attention to a mass audience.
    “Starbucks is unique in that it is able to tailor customer experiences and products to a customer’s exact taste,” said Jeff Grossman, vice president of product management for ClickFox, another market researcher that gave Starbucks a top rating. "Despite its huge spread it has delivered a personalized experience across many locations.”

    Another market researcher that recently gave Starbucks a top rating, ClickFox, said the retail chain’s secret is delivering individual attention to a mass audience. “Starbucks is unique in that it is able to tailor customer experiences and products to a customer’s exact taste,” said Jeff Gossman, vice president of product management for ClickFox, another market researcher that gave Starbucks a top rating. "Despite its huge spread it has delivered a personalized experience across many locations.”

  • Consumers Trust Amazon, Apple and Google Most With Their Information, New ClickFox Consumer Data Audit Finds: Report Highlights New Trends in Personal Data Management

    8-17-2012 Bulldog Reporter's Daily Dog

    ClickFox, an experience analytics firm, recently announced the results of a survey exploring consumer's data management preferences within organizations. The results indicated that consumers embrace location services in marketing campaigns, are wary of data use among retailers and trust the financial services industry most with personal information, followed by healthcare and government in second and third, respectively. Amazon, Apple and Google were revealed as the most trustworthy organizations with regards to consumer data management.

  • Study: Consumers Increasingly Will Give Personal Info for Deals

    8-14-2012 Street Fight Magazine - Noah Davis

    Consumers are increasingly willing to give up personal information if it will help them get a deal or improve their shopping experience. The vast majority of consumers expect companies to know their purchase history and retail experience. More than 80% do in fact, according to a new study from ClickFox.

  • What Is a Data Scientist?: Tom Wheeler of ClickFox

    7-23-2012 Forbes - Dan Woods

    Every day, computerized analysis becomes more powerful, and the many steps involved in obtaining usable data and making it useful are reduced by ever-smarter tools. Yet the role of a human data scientist may be irreplaceable because the greatest value of a human data scientist might come from the ability to interpret a question in a non-literal or divergent way—something computers are not very good at.

  • 10 Greatest Industry-Disrupting Startups of 2012

    7-19-2012 Forbes - Ilya Pozin

    Startup: ClickFox
    Industry:Analytics

    Today, everything revolves around the customer. ClickFox knows that well, and has created a highly sophisticated analytics platform that measures customer experience for very large companies by grabbing and analyzing terabytes of data into summarized reports. In our information-overloaded world, ClickFox is helping companies across the world better understand company-customer relationships. ClickFox, which was founded in 2000, has raised over $40 million and is headquartered in Georgia.

  • Why Purpose-built Applications are the Key to Big Data Success

    7-18-2012 Forbes - Dan Woods

    The explosion of new types of data in great volumes from many different sources that has come to be known as big data has resulted in a false premise that lurks on the sidelines of many discussions. Vendors and often analysts express the idea that you can master big data through one approach. They claim if you just use Hadoop or Splunk or SAP HANA or Pervasive Rush Analyzer, you can “solve” your big data problem. This is not the case. There is not going to be one solution to unlock the value of big data, but many.

  • The Democratization of Analytics in the Cloud

    6-7-2012 Slashdot - Michael Vizard

    Clickfox and other IT vendors offer cloud-based analytics and data support.

    Not too long ago, making use of advanced analytics required massive investments in IT infrastructure and application software. Obviously, that tended to limit the number of organizations that could afford to take advantage of advanced analytics software. But with the advent of cloud computing, the situation is starting to change. Not only has advanced application software become more accessible via the cloud, the cost of launching a consulting organization based on a particular analytics capability has dropped considerably.

  • When Customers Attack: The Psychology Behind the Upset Customer

    6-5-2012 CustomerThink - Tricia Morris

    “Don’t make me angry. You wouldn’t like me when I’m angry….”

    What turns an otherwise mild-mannered customer into an ireful individual pushed past the limits of their patience? Says Guy Winch, a licensed psychologist and author of The Squeaky Wheel: Complaining the Right Way to Get Results, Improve Your Relationships and Enhance Self-Esteem, it all comes down to respect, or the feeling of a lack thereof – for the customer’s time, dignity or intelligence. This mirrors ClickFox’s latest Customer Tipping Points Benchmarking survey, which lists the issues customers find most frustrating.

  • ClickFox Turns Customer Metrics Into Usable Enterprise Data

    6-4-2012 eWeek - Chris Preimesberger

    The behavior recognition engine enables enterprises to analyze incoming data from any customer interaction (Internet, in-store, telephone, CRM) and provide tracking of each customer's path in order to improve customer experience in general.

    Data analytics provider ClickFox on June 4 released a new version of its Pulse Customer Experience Analytics platform that it claims is easier and more intuitive to use for line-of-business employees.

  • First contact resolution a must for successful customer service

    5-29-2012 BizReport - Helen Leggatt

    Great customer service can boost key online metrics and is important to success in today's social climate. As consumer expectations rise, tolerance for poor service decreases. ClickFox's second annual Consumer Tipping Points survey reveals what customer service issues frustrate consumers the most, and how they respond to negative experiences.

    Have you ever contacted a customer service center and been passed from pillar to post, repeating your situation over and over again to different people in different departments? Many have, and it is this experience that respondents to ClickFox's Consumer Tipping Points survey found the most frustrating.

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