Nominate your top team members for the CEP Award

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Time to Show Your Gratitude

Thank Your Top Customer Engagement Professional With a Nomination for

CustomerCount® Customer Engagement Professional Resort Trades Award

CustomerCount® and The Resort Trades invite you to show your gratitude by nominating top team members for the CustomerCount® Customer Engagement Professional Resort Trades Award (CEP Award). Nominees come from those with customer-facing interactions with resort guests – be that when they arrive on site or in the process of helping to plan and effect their vacation. The Award Program is open to anyone from resort managers to call center representatives; front desk agents to housekeepers or activities staffs.

“This is a unique award,” said Bob Kobek, President of Mobius Vendor Partners, the creators of CustomerCount.  “In the hospitality industry, customer satisfaction rules– and those in customer forward facing roles are key to keeping people happy.  This award is designed to acknowledge those team members who make a difference.”

The award, which has no entry fee, is in its fourth year. It recognizes outstanding people who exemplify the highest standards in customer engagement and service within the timeshare resort/hospitality industry. 

Nomination for Customer Engagement Professional CEP Award

Sharon Wilson, Publisher of The Resort Trades says the publication is “proud to co-sponsor the CEP award with CustomerCount. The CEP Award is designed to honor the folks who make vacations special, from the reservation through the stay. Many of our readers and advertisers are among the participants in the award process. And we encourage everyone in our industry to get involved. ”

The judges will select the most valuable customer engagement professional  within the timeshare resort/hospitality industry based on online nomination surveys measuring the nominee’s qualifications numerically and narratively. The survey is powered by CustomerCount’s software.  Judges will make their assessments in a blind judging process, without knowledge of the individual or their company.

The winning customer engagement professional and their company/resort will be profiled in the March issue of Resort Trades. Two trophies will be presented; one for the company and one for the individual CEP.

Nominations for the 2019 CustomerCount® Customer Engagement Professional (CEP) Resort Trades Award officially opened September 2, 2019 and will be open until December 31, 2019.  The winner will be announced in March of 2020.

To submit a nomination, fill out the online form.

About CustomerCount®  

CustomerCount is a feature-rich, cloud-based survey solution providing intuitive real-time reporting, fast turnaround on requested updates, and detailed and dynamic data gathering capabilities to support process improvement efforts, build customer loyalty and improve your bottom line. Developed and managed by Mobius Vendor Partners, CustomerCount was initially designed for the timeshare and contact center industries and is now used by organizations across numerous different vertical markets and industries. For more information call 317-816-6000. Follow them on LinkedIn, Twitter or Facebook.

About Resort Trades

Resort Trades’ print edition is distributed monthly to every resort in the U.S., as well as to a subscriber-base of senior-level executives at resort development, management, and travel companies. The eNewsletter, Resort Trades Weekly, consistently has a 20-plus percent open rate and is associated with ResortTrades.com. Resort Trades offers display advertising, classified advertising, directory listings, as well as monthly industry news and press releases, global analysis articles and in-depth interviews with industry professionals and business leaders. 


Customer Feedback text analytics – when words matter

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Actionable insights from customer feedback survey responses

By John Heffernan, WRAP Partner and associate at EVC Marketing

Words are everywhere, written, spoken, in books, magazines, films and TV, advertising, billboards, and of course, on smartphones phones, laptops, desktop screens.

Regardless of language, words have significant meaning and impact on almost every aspect of our daily life.

And, all too often, what is said is impacted not just by what is said, but also by the way it is said. This includes tone of voice, inflections, grammar usage, how loud or quiet and even intonation and subliminal context.

Why do words matter for YOUR business?

The most of important words for ANY business are those said by YOUR clients or prospects.

In an age of instant social media, a good post is worth its weight in gold and, conversely, a bad post can be far greater than the sum of the words and letters.

The sentiment of words can be subjective

A simple text message without supporting tone or even body language can be misconstrued and deliver a different meaning or message intent altogether.

customer feedback management customer feedback survey responses
The most important words for any business are those spoken by your clients or prospects.

When customer feedback matters

What do your clients really think about you, your business or your customer service?

Gaining real-time insight into how your clients view you and your business is invaluable and a key feature of CustomerCount® customer feedback management system.

Survey can identify comments/feedback (positive or negative), such as:

  • General or specific staff praise;
  • Asking questions or requiring clarity;
  • Providing suggestion; and
  • Identifying problems – slow reception, poor restaurant service and so on.

The words within the survey response can be key to your future business practices.

  1. Responding to praise comments and creating potential testimonials;
  2. Creating Frequently Asked Question content answers;
  3. Actioning and responding to client feedback suggestions; and
  4. Taking immediate action to address any negativity.

CustomerCount and Keatext – word analytics

Keatext, the Montreal-based CustomerCount partner, has upgraded the sophisticated text analytics component within the Customer Feedback Management system.

The ever-growing suite of services within the software is now rich with added reporting capabilities and web rating site reports.

Bob Kobek, president of Mobius Vendor Partners, the creators of the CustomerCount feedback management system, states:

“Our clients can now view reports, using our 70+ reporting templates, that have evaluated patterns within survey comments, clearly highlighting which word and phrases are most used and in what context.”

And this data allows YOU to implement actions for improved customer service and satisfaction!

Do you want to know the words and sentiment that matter to you?

To find out more about the power of Keatext analytics and CustomerCount, contact Bob Kobek on 317-816-6000 or bobkobek@customercount.com and request a demo.

About Keatext

Keatext is a cost-effective, cloud-based app that quickly gives businesses a picture of their entire interaction with their customers, across all touch points so they can take the right action. Keatext uses natural language processing technology to analyze unstructured customer feedback such as customer comments, product reviews, call center transcripts and open-ended survey responses. Learn more at www.keatext.ai

About CustomerCount

CustomerCount is a feature-rich, cloud based customer feedback survey solution providing intuitive real-time reporting, fast turnaround on requested updates, and detailed and dynamic data gathering capabilities to support process improvement efforts, build customer loyalty and improve your bottom line.

Developed and managed by Mobius Vendor Partners, CustomerCount was initially designed for the timeshare and contact center industries and is now used by organizations across numerous different vertical markets and industries. For more information call 317-816-6000. Follow them on LinkedIn, Twitter or Facebook.


CustomerCount Adds Keatext Upgrade to System

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CustomerCount®, leader in online customer feedback management, partners with Keatext to incorporate the option of text analytics into its popular system. Now CustomerCount offers the upgraded version of the Montreal-based company’s sophisticated analysis component as part of its growing suite of services.

CustomerCount clients use Keatext directly through its robust report portal for text categorization, text clustering, concept/entity extraction, production of granular taxonomies, sentiment analysis and document summarization. In simple terms explains Bob Kobek, President of Mobius Vendor Partners, the developer company of CustomerCount, “the process ‘sees’ patterns within comments on the survey and then evaluates and interprets the output delivering precise and actionable interface with our other 70+ reporting templates.”

Keatext takes unstructured data from the verbatim comments from responders and reports them in structured format helping businesses determine which words and phrases are used most often and– in what context. The power of Version2 lies both in the report export capabilities such as user friendly graphs as well as the further breakdown of categories into four primary buckets: Praises, Problems, Suggestions and Questions. The upgrades allow users to pull out data for each component and further cross reference it with others.

Another valuable new tool of Version 2 is the ability to analyze, review and report on the TripAdvisor® survey responses embedded in CustomerCount’s post-stay surveys.

Keatext text analytics V2

Lisa Kobek, Sr. VP/Operations Mobius Vendor Partners (creator of CustomerCount) explains further. “For instance,” she says. “A client sees that ‘front desk reception’ frequently comes up in the comments. They can also see the word ‘slow’ appears in the problem category. By correlating the frequency of the verbiage together or in conjunction with other indicators, the review drills down into specific actionable items to improve customer service.”

“We originally teamed with Keatext not only because of its ease of use and seamless integration into our existing platform—but also because we share the same philosophy of continually improving the customer experience,” said CustomerCount President Bob Kobek. “The recent enhancement is more flexible and helps our clients zero in on the voice of the customer. The new option, combined with CustomerCount’s numeric data, helps them work on constructive problem solving to achieve positive and powerful results.”

Narjès Boufaden the founder and CEO of Keatext adds, “KeatextV2 is bringing customer insights to a higher level of actionability by giving evidence or the context into why customers like or dislike a particular product or service. Uncovering the root causes for dissatisfaction provides effective ways to solve the problem in a way that can truly impact customer experience.”

Existing CustomerCount Keatext subscribers will be offered the upgrade at no cost for a limited time. For a demonstration of the power of CustomerCount and the KeatextV2 contact LisaKobek@MobiusVP.com.

About CustomerCount®

CustomerCount is a feature-rich, cloud based survey solution providing intuitive real-time reporting, fast turnaround on requested updates, and detailed and dynamic data gathering capabilities to support process improvement efforts, build customer loyalty and improve your bottom line. Developed and managed by Mobius Vendor Partners, CustomerCount was initially designed for the timeshare and contact center industries and is now used by organizations across numerous different vertical markets and industries. For more information call 317-816-6000. Follow them on LinkedIn, Twitter or Facebook.

About Keatext

Keatext is a cost-effective, cloud-based app that quickly gives businesses a picture of their entire interaction with their customers, across all touch points so they can take the right action. Keatext uses natural language processing technology to analyze unstructured customer feedback
such as customer comments, product reviews, call center transcripts and open-ended survey responses. Learn more at www.keatext.ai or follow them on Twitter.


Add text analytics to your marketing strategy

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By Emily Collins, WRAP partner and CEO of EVC Marketing

Wouldn’t it be fun to know what your customers think of your product or service? A survey with structured, well-written questions and simple, clear answers provides you with actionable and understandable data. It’s what the team at CustomerCount® has been doing for 15 years. Our clients are able to measure the responses they receive to manage improve their products and services based on the results.

But what if you want to get even closer? What if you really want to understand the sentiment your customer? Then you need to let them speak freely, unconstrained by fixed questions and answers. You need to give them free form text options and find an analytics package that can unravel the meaning.

In 2019, CustomerCount announced its latest collaboration with Keatext, a text analytics system. Working within the CustomerCount reporting system, Keatext allows our clients to ask those free open-text, unstructured questions and then isolates and identifies patterns and themes.

It manages to take disorganized, random data and report back on it in a high organized, systematic way. Thereby giving our clients a way to understand their feedback at a deeper level than ever before.

Keatext is an AI-powered customer feedback analysis platform that pulls feedback from multiple communication channels. It then analyses the data and categorizes the feedback into Praise, Problems, Suggestions and Questions.

From within CustomerCount’s own reporting system, it then produces actionable insights to help clients base their decisions on facts, not guesses.

Keatext text analytics allows you to:

  • Pick up emerging trends;
  • Quickly detect opportunities and risks;
  • Monitor the results of your actions;
  • Analyze opinion and sentiment based on comments rather than fixed answers; and
  • Find hidden connections between comments and metadata

Based on three years of research and developing their deep-learning algorithms, Keatext has processed over 18 million comments.

text analytics marketing strategy

So, how can you use text analytics in your marketing?

For those who understand the power of the Net Promoter Score (NPS), you’ll know that this seemingly simple metric is more than a marketing tool. It is a critical element in the customer experience journey. It reflects the growth potential of your organization, shows you who is bringing in revenue, captures any problem areas in the pipeline, and provides possible solutions.

While based on one question, with a scale of 1 thru to 10, the follow-up question examines why they have answered this way. This provides much more specific data essential to your marketing strategy.

This is where Keatext steps in.  It takes qualitative data gathered through NPS surveys and measures why people think and feel the way they do. As such, it turns the NPS metric into data you can reliably act on.

Finding the fake reviews

For those of us in the hospitality industry, fake reviews on sites like TripAdvisor, Yelp and Facebook can have a dramatic effect on business.

After analyzing almost 250k reviews from the 10 top-ranked hotels in 10 popular tourist destinations, British review and advocacy organization, Which? found that one in seven showed “blatant hallmarks” of fake reviews.  If you consider that online reviews are believed to influence up to $28B USD in annual UK booking transactions alone, that one in seven takes on a whole new meaning. 

text analytics and fake reviews

However, all is not as it would seem according to Keatext.

“Research has shown that people who are posting fake reviews haven’t actually bought the product,” says Keatext CTO, Charles-Olivier Simard. “So their way of describing the product is different, a bit more elusive, a bit more generic.” 

Sadly, humans are not able to accurately spot fake reviews. But this is where text analytics comes in. Through powerful AI and continuous training, text analytics algorithms are capable of deciphering and tagging patterns that might not be embedded in the meta-data used by traditional algorithms.  In other words, it can identify comments from fake reviews farms by:

  • Centralizing and de-siloing data;
  • Picking up suspicious duplication across multiple platforms; and
  • Identifying linguistic patterns

It’s time to add text analytics to your marketing plan

With a few simple steps clients can centralize, contextualize and analyze unstructured data from multiple channels including social media postings, public reviews and of course – surveys. Better yet, it uses that same data to feed its algorithms and keep learning; which means it gets consistently better and more intelligent with time.

CustomerCount clients who have opted for Keatext’s additional text analytics capabilities are already seeing results.

“Those who have it, love it! It offers an additional and significant piece of accountability to our already very robust reporting system,” says Bob Kobek, CustomerCount president.

“It’s all well and good to have an NPS of 9 or 4, but that information isn’t particularly useful if you don’t know why. With an added layer of text analytics providing context for those scores, they’re able to turn a simple rating into actionable insight that directly impacts their bottom line.”

Keatext is an extension of CustomerCount’s reporting capabilities, which help customers make better business decisions that improve their performance.

To find out more about the power of text analytics and CustomerCount, contact Bob Kobek on 317-816-6000 or bobkobek@customercount.com and request a demo.


How customer feedback fuels our innovation

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By Yuri Duncan, WRAP Partner and CEO, Buchanan Creative Solutions

The dictionary provides a simple and succinct definition of the word “innovation”: a new method, idea, or device.”

Here at CustomerCount®, your feedback is our roadmap for providing you a customer feedback platform that evolves and adapts to your needs. After all, what kind of a customer feedback company would we be if we didn’t listen to our customers?

We value our client feedback so much that we use it to guide our innovations and enhancements. 

Unlike many companies where customer requests for service are seemingly lost in a sea of bureaucracy and red tape, we respond to your needs immediately and treat every customer request as an opportunity for improvement and enhancement.  

Our innovation efforts across the last few years have embraced the definition of Innovation in virtually every way. 

Starting with a “new method”, we enhanced our Text Search capabilities through Keatext v2.0.  If you aren’t using our Text Search capabilities, you’ve not armed yourself with one of the greatest customer feedback tools available today. 

We partnered with Keatext because they are the leader in Artificial Intelligence driven analytics, and their recent enhancements are now available to our CustomerCount clients.  Our shared desire to provide you with the latest features and benefits of text analytics drove us to upgrade to their greatest platform yet.  Innovating with an eye on new methods allows us to deliver the state-of-the-art features you’ve come to expect from the CustomerCount platform. 

how feedback fules our innovation
Feedback from our clients fuels our innovation

Innovation comes directly from our customers

New “Ideas” are also a key destination along our roadmap to innovation. 

Not content to simply be the leader in feedback management, we also work to introduce new ideas into your conception of how effective feedback management can benefit your entire organization. 

For example, we’ve teamed up with Noble Systems and introduced “gamification” into our arsenal of tools.  Gamification is the application of elements typically found in video games (e.g. point scoring, competition with others, rules of play) to other areas of activity.  Finding it difficult to keep your customer service staff engaged and motivated? Try applying gamification features to your workplace and watch your employees compete to provide superior customer service with a new sense of fun and excitement!

Being a cloud-based platform, you may not associate CustomerCount as being an innovator in the area of “devices”. 

If so, then you may not be aware of our innovations towards putting real-time feedback tools literally in your customer’s hands.  The Onsite Service Request tool does just that.  By combining smart phone technology with our CustomerCount feedback management platform, customers can not only communicate with you in real-time, their comments and requests are immediately routed to the person within your organization best suited to fulfill the customer’s needs.

These three examples are but a small sample of the innovations under constant development here at CustomerCount.  Our days begin and end with the simple question “how can we make CustomerCount the valuable feedback management tool our clients deserve?”. 

If you have an idea or feature that you’d like to see incorporated into the CustomerCount system, simply reach out. After all, your feedback fuels our innovation. 

To find out more about our recent innovations in text analytics, gamification and our Onsite Service Request tool and how they can help your product and service innovation, contact Bob Kobek on 317-816-6000 or bobkobek@customercount.com

About Yuri Duncan

Yuri Duncan is an award winning filmmaker and president of Buchanan Creative Solutions, LLC – a video production company specializing in producing affordable and effective videos. His skills and accomplishments as an artist and leader are what drive him to provide high quality services through Buchanan Creative Solutions.

With a proven record in design, illustration, animation, editing, and management, Yuri oversees all projects, no matter how large or small, to ensure the end-result fulfills your vision.

About CustomerCount

CustomerCount is a feature-rich, cloud-based survey solution providing intuitive real-time reporting and detailed dynamic data gathering capabilities. It supports process improvement efforts, builds customer loyalty and improves ROI. CustomerCount was initially designed for the hospitality and contact center industries and is now used by organizations across numerous different vertical markets and industries. Follow them on LinkedIn or Facebook.