The Internet provides tools and techniques to leverage your understanding of customer behaviors and preferences in real time, and to engage them in a dynamic dialogue. Accurate, detailed customer information is the cornerstone of retention and loyalty, and the key to maximizing the value exchange. This can be garnered using live focus groups, standard Web forms and questionnaires, or through customer insight engines such as Recipio. The communities dialogue among themselves but, periodically, Recipio stimulates the dialogue with suggestive comments, polling community members with relevant queries to unearth key customer insights. The feelings and opinions of community members naturally bubble up to the surface using Recipio s e-dialogue tools.
Members can see how their opinions their votes have affected the larger community s feelings.
They can also see how different their feelings are from those of the rest of the community. We learn what the segment, the cluster, what the individual, feel, and more importantly what drives the customers behaviors. Experiential Tag everyone who enters your Net presence, either as anonymous or registered cybernauts, and monitor their clickstreams. Follow everything they do transparently. Session data and log files can be examined using CyberAnalytics.