TouchandTell is a real-time customer experience (CX) measurement, service recovery and mobile marketing solution that uses tablets located in restaurants, retail and other locations. TouchandTell enables any customer to provide quick feedback about their current experience. This helps to identify likes and dislikes, needs and wants and any problems or requests. In addition to feedback, the tablet app can be configured to display marketing messages such as special offers, invitations, sign-ups, etc .
Feedback typically includes 1 to 4 questions plus comments or comments only. Results are available immediately and can be forwarded to responsible managers by email or text message so that quick action can be taken. Detailed reporting is available via a secure web portal for further analysis.
Performance comparisons can be made across different units and issue tracking and workflow tools ensure efficient service recovery where any negative feedback was received. Using the mobile marketing tools you’re also able to engage more frequently with your customers, build opted-in rewards programs to encourage repeat visits and add a new mobile element to your marketing campaigns.
TouchandTell is ideally suited to collecting feedback and engaging with customers in dining, service or retail environments. In industries where services are outsourced or multiple decentralized business units exist, effective customer feedback solutions are critical to monitoring and improving the quality of product and levels of service being delivered.