Real-time customer insights, if they are accessible, can be incredibly valuable to brands. To that end, Annik – a leading market research and technology services company -- has launched ‘Rapid Insights’ specifically for companies who operate retail stores and want to understand and track customer feedback in real time.
The benefit of this solution lies in taking corrective action in real time to improve the overall customer experience.
Kapil Kalra, Senior Project Director for Annik, explained to Loyalty 360 the factors behind the launch of Rapid Insights and how it will impact the customer experience and customer engagement levels for brands.
“We’ve realized that there is a wide spectrum of clients who do not engage in research and conduct small in-house research projects,” Kalra said. “This solution brings them into the purview of the organized research industry. Moreover, the solution enables real-time insights for a brand and also provides a grievance redressal solution for the customers of a brand at the service delivery level.”
Customer feedback absolutely played a role in the launch of Rapid Insights, Kalra said.
“The concept was tested with both the brands and their customers,” Kalra said.
With Rapid Insights, Kalra said Annik is trying to simultaneously gain insight generation and address customer grievances.
“The concept has been well received by the brands and their customers,” Kalra said. “It has been a great learning experience so far to stabilize the solution.”
Here’s how Rapid Insights works?
Placing of tablet at the retail outlet with platform agnostic proprietary customer feedback module
During the retail journey, a customer shares his/her experience through a tablet
Management accesses a real-time dashboard to view customer feedback and take corrective action
Annik’s overarching goal in the market research &consulting space is to blend technology with research & analytics to provide Business Intelligence and reporting solutions.