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press releases

OpinionLab frequently releases news about our recent VoC breakthroughs, product and service advancements, company news, and client successes. Click a title below to view the entire entry.

OpinionLab Brings Voice of Customer To Life With Winter 2015 Release

February 12th, 2015

New features make real-time customer feedback more accessible, actionable and engaging 

Chicago, IL February 12, 2015 — OpinionLab today unveiled its Winter 2015 release to extend the advantages of effective listening across the enterprise. The release builds on more than a decade of Voice of Customer innovation to drive smarter, more effective business decisions.

Now companies can easily make sense of unstructured feedback to better understand their customers; align their organization around real-time customer feedback; continuously listen to customers to diagnose and prioritize actions in real-time; and ultimately tailor the omnichannel experience to what customers want and expect.

read more…

OpinionLab Customer Opinion Index (COI): Overall Customer Experience Performance Trends Downwards as Holiday 2014 Approaches

November 19th, 2014

Bright spots are retail, airlines & travel industries, which have all improved customer experience heading into critical holiday season

Chicago, IL — November 19, 2014 — OpinionLab today released its new Customer Opinion Index (COI): November 2014, a key measure of customer experience excellence online, in-store, in contact centers, and on mobile devices. The report provides more than 60 updated customer experience benchmarks across eight major industries and is a leading indicator of future loyalty, purchasing likelihood and brand endorsement. read more…

opinionlab releases customer opinion index (COI): september 2014

September 12th, 2014

Based on the voices of millions of consumers across the globe, new COI report analyzes the multi-channel customer experience across eight major industries.

Chicago, IL September 12, 2014 — OpinionLab today released its updated CUSTOMER OPINION INDEX (COI): SEPTEMBER 2014 report, which features more than 60 customer experience benchmarks across eight major industries. The report leverages OpinionLab’s proprietary COI framework, as well as millions of pieces of direct customer feedback, to provide a detailed, actionable picture of multi-channel customer experience performance heading into Fall 2014, as well as identify specific functional areas for improvement and optimization.

read more…

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