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media coverage

With a team of innovative VoC thought leaders and a solution set that taps into authentic, streaming consumer opinion, OpinionLab frequently garners interest from a wide range of media outlets. Here, a selection of some recent press coverage:

Making the case for in-store tracking

October 23rd, 2014

Simon Uwins

Mobile technologies offer tremendous potential to retailers and CPG brands to influence customer behavior in the aisle. However, persuading customers of the benefits of tracking them in-store is clearly a major challenge. An OpinionLab study earlier this year again showed that the vast majority of customers consider in-store tracking unacceptable.

So I was struck by the positive reaction to the recent launch of Facebook Safety Check. This takes potentially sensitive data on location that Facebook already has, and uses it to let friends and family know you’re safe in the event of a natural disaster. There’s no direct benefit to Facebook, they’ve just used location data to create value for their users. The result has been widespread praise. read more…

What Retail Stores Want to Do With Your Consumer Data

October 15th, 2014

Eli Epstein

In 2014, it shouldn’t come as a shock to hear that retailers are monitoring your movements and actions when you shop online.

Online stores commonly track your cookies (check their privacy statement) to find out where you’ve been, what you’ve searched for and what you purchased. Experts call these data points “bread crumbs.” read more…

are we in an era of eroding customer service?

September 8th, 2014

Josaine Feigon

I can’t help it—I still like to roll down my window when I’m driving and ask someone for directions. I also like to ask the server to recommend something when I’m ordering in a new restaurant. And I always ask the salesperson if the nearest register is open so I can pay for my things.

But lately, when I walk up to someone behind a counter or call them, I get a blank stare, a suspicious look, or a non-word answer like “urrrr” or “mmmeeyah.” I feel like I’ve interrupted their deep thinking about life, their pets, or their latest idea for where they will go for happy hour. What’s happening to customer service? read more…

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