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RAMP: Getting customer feedback without boring surveys

Talking to customers is the only way to keep them happy, according to Saygent, a company that has designed an open-voice feedback system that asks customers open-ended questions. It allows them to respond in free-flowing speech as opposed to taking a standard survey, Evy Wilkins of Saygent said in an interview in Chicago at RAMP. "We get past that perceived customer effort associated with surveys, so that the customer can share their story in an experience as great as your in-store experience and you can get the feedback you need," she said.

April 9, 2012