Helping You Listen Everywhere It Matters
Go beyond traditional surveys to fully understand your customers, members and team members with the broadest native feedback collection in the market. This easy to use and affordable toolkit will give you the right insights into the right places at the right times to help you drive your business.
TABLE OF CONTENTS
Click the below section headings to navigate to a desired section or just scroll down the page to view all.
AOS for Customer Experience
Easy Feedback Management
AOS for Team Experience
Create an Action-Oriented Culture
Helping You Listen Everywhere It Matters
Go beyond traditional surveys to fully understand your customers, members and team members with the broadest native feedback collection in the market. This easy to use and affordable toolkit will give you the right insights into the right places at the right times to help you drive your business.
TABLE OF CONTENTS
Click the below section headings to navigate to a desired section or just scroll down the page to view all.
AOS for Customer/Member Experience
Easy Feedback Management
AOS for Team Experience
Create an Action-Oriented Culture
Don’t miss a beat. Capture every pulse along the customer, member, and team member journey.
Understanding your customer/member needs and expectations has always been at the heart of customer experience. For many companies, feedback has come primarily from surveys. But surveys alone can’t help your organization stay ahead of changing customer behavior and evolving team member needs.
To see the whole picture and act with confidence, AFFINITY OS helps you capture experience signals as they happen and lets you know exactly where to act.
AFFINITY OS FOR CUSTOMER EXPERIENCE
Giving You More Ways to Listen Than Any Other Tool
AFFINITY OS captures the most feedback signals for a comprehensive, holistic view of every customer, member, and team member.
Organizations are capturing more experience data than ever before. In order to make sense of it all, they need the ability to detect patterns, anticipate needs, and predict behavior — allowing their team members to focus their attention on taking meaningful action. AFFINITY OS brings powerful artificial intelligence, alleviating resource constraints and minimizing the need for complex manual analysis. With AFFINITY OS, your company can make smarter decisions, take faster actions, and deliver better experiences.
Smart Sampling
Get the voice of your customers, members and team members via email, or mobile. With smart sampling, get feedback on moments that matter most, and ensure representative results for unbiased decision-making. Rely on the integrity of your experience data with built-in controls to validate that results are accurate and reliable.
Surveys are easy to answer and can take as little as 60 seconds. Your active customers or members will receive one survey per quarter and survey requests are triggered by a purchase or a check-in. Your team members receive a survey once per month.
All of this happens automatically through an integration with your CRM platform, so there is no burden on you or your team to manage survey requests.
In-The-Moment Feedback
Traditional feedback channels are important, but aren’t always convenient or used by all of your customers. Sometimes customers want to give you feedback during or soon after they have an experience. With mobile devices becoming ubiquitous, people have the tools they need to share feedback with you directly.
Providing an outlet for your customers to give in-the-moment feedback in your locations allows you to get feedback from customers before they walk out. This enables businesses to not only get feedback from customers, but non-customers as well. Show your customers that their voice matters, regardless of whether they make a purchase that day. Make in-the-moment feedback an option for customers to share their insights about their experience with your business.
Key Benefits of In-the-Moment Feedback
1. Timely and Fresh
→ Hear fresh insights before customers leave your location. Memory recall rapidly declines within hours of an event. The sooner feedback is captured, the more accurate it is.
→ Capture fresher, more powerful feedback: Engage customers before they walk out the door.
→ Identify and fix customer issues faster: Whether the feedback is praise or criticism, team members can listen and act instantly.
→ Solicit without soliciting: Traditional survey channels present a challenge: when is it appropriate to solicit feedback? A noninvasive sign lets customers decide when the moment is right.
→ Close the loop: Give team members a chance to follow up and save customers before they walk out.
2. Engages Non-Buyers
Learn from visitors who don’t buy your product or service. You won’t get the whole story if you listen only to buying customers. AFFINITY OS enables non-buying customers to engage your brand and identify gaps in your product or service.
3. Location-Tailored
Enable local feedback and tailor questions to a location’s nuances. Make questions more relevant to customers and more actionable to businesses.
4. Holistic
Get holistic feedback across customer segments. Certain customer groups, such as Gen Y, prefer texting and other mobile channels. In-the-moment feedback reaches across demographics.
How In-the-Moment Feedback Works.
Customers request surveys while on-site by scanning a QR code.
Questions can be based on the customer’s location by using location-aware services. AFFINITY OS knows which location your customer is in and can tailor a survey to a particular store’s product and/or service line.
Surveys are customized for mobile, with optimum look and feel. Surveys are sent to customers and don’t require downloading an app. AFFINITY OS supports the most widely used mobile device platforms. So whether on iPhone or Android, the survey looks great and is easy to navigate. Free-form text is included to get the details, too.
Feedback goes to AFFINITY OS immediately, and team members can receive live alerts. Responses are instantly routed to team members who can act on them. Team members can restore relationships before buying decisions are considered, reaching customers before the point of sale.
The AFFINITY INDEX™ Allows You and Your Team to Easily Track Your Business in Real-Time with Just ONE Number
Your AFFINITY INDEX combines your NPS® (customer experience) and ENPS® (team member experience) scores, distilling your team and customer satisfaction feedback into one simple number.
Studies have shown that this metric is a very reliable indicator of your company’s trajectory.
The AFFINITY OPERATING SYSTEM tracks this number along with other specific feedback and allows you to drill down on opportunities to optimize your sales, service, and operations to ensure consistently outstanding customer and team experiences.
Analyze Your Customer, Member, and Team Member Sentiment
Your AFFINITY OS dashboard provides easily digestible, color-coded key metrics that reveal your customer, member, and team member sentiments at a glance. AOS autonomously applies sentiment to unstructured text so that you can understand how customers and team members feel about what they are saying. You can dive deeper into any score to analyze specific feedback, communicate with your customers, and turn your detractors into promoters. Your data is highly customizable and you can generate and export reports based on segments of your population or key metrics.
Artificial Intelligence Helps You Uncover Key Themes
Artificial Intelligence purpose-built for Experience Management.
AFFINITY OS employs text analytics and advanced AI-based Machine Learning to identify key themes within your customers’, members’, and team members’ feedback. AOS generates thousands of themes that capture what customers and team members are saying, uncovering trends and blind spots and providing an unbiased view of customer feedback.
Video Feedback Captures Powerful Insights Using LivingLens Technology
Gain richer insights by capturing the emotion in the voices of your customers and team members. LivingLens, our facial and object recognition technology, analyzes every second of video to identify expressions, predict customer NPS® and automatically extract meaningful insights so you can get to the heart of what people care about.
AFFINITY OS FOR CUSTOMER EXPERIENCE
Giving You More Ways to Listen Than Any Other Tool
AFFINITY OS captures the most feedback signals for a comprehensive, holistic view of every customer, member, and team member.
Organizations are capturing more experience data than ever before. In order to make sense of it all, they need the ability to detect patterns, anticipate needs, and predict behavior — allowing their team members to focus their attention on taking meaningful action. AFFINITY OS brings powerful artificial intelligence, alleviating resource constraints and minimizing the need for complex manual analysis. With AFFINITY OS, your company can make smarter decisions, take faster actions, and deliver better experiences.
Smart Sampling
Get the voice of your customers, members and team members via email, or mobile. With smart sampling, get feedback on moments that matter most, and ensure representative results for unbiased decision-making. Rely on the integrity of your experience data with built-in controls to validate that results are accurate and reliable.
Surveys are easy to answer and can take as little as 60 seconds. Your active customers or members will receive one survey per quarter and survey requests are triggered by a purchase or a check-in. Your team members also receive a survey once per quarter.
All of this happens automatically through an integration with your CRM platform, so there is no burden on you or your team to manage survey requests.
In-The-Moment Feedback
Traditional feedback channels are important, but aren’t always convenient or used by all of your customers. Sometimes customers want to give you feedback during or soon after they have an experience. With mobile devices becoming ubiquitous, people have the tools they need to share feedback with you directly.
Providing an outlet for your customers to give in-the-moment feedback in your locations allows you to get feedback from customers before they walk out. This enables businesses to not only get feedback from customers, but non-customers as well. Show your customers that their voice matters, regardless of whether they make a purchase that day. Make in-the-moment feedback an option for customers to share their insights about their experience with your business.
Key Benefits of In-the-Moment Feedback
1. Timely and Fresh
→ Hear fresh insights before customers leave your location. Memory recall rapidly declines within hours of an event. The sooner feedback is captured, the more accurate it is.
→ Capture fresher, more powerful feedback: Engage customers before they walk out the door.
→ Identify and fix customer issues faster: Whether the feedback is praise or criticism, team members can listen and act instantly.
→ Solicit without soliciting: Traditional survey channels present a challenge: when is it appropriate to solicit feedback? A noninvasive sign lets customers decide when the moment is right.
→ Close the loop: Give team members a chance to follow up and save customers before they walk out.
2. Engages Non-Buyers
Learn from visitors who don’t buy your product or service. You won’t get the whole story if you listen only to buying customers. AFFINITY OS enables non-buying customers to engage your brand and identify gaps in your product or service.
3. Location-Tailored
Enable local feedback and tailor questions to a location’s nuances. Make questions more relevant to customers and more actionable to businesses.
4. Holistic
Get holistic feedback across customer segments. Certain customer groups, such as Gen Y, prefer texting and other mobile channels. In-the-moment feedback reaches across demographics.
How In-the-Moment Feedback Works
Customers request surveys while on-site by scanning a QR code.
Questions can be based on the customer’s location by using location-aware services. AFFINITY OS knows which location your customer is in and can tailor a survey to a particular store’s product and/or service line.
Surveys are customized for mobile, with optimum look and feel. Surveys are sent to customers and don’t require downloading an app. AFFINITY OS supports the most widely used mobile device platforms. So whether on iPhone or Android, the survey looks great and is easy to navigate. Free-form text is included to get the details, too.
Feedback goes to AFFINITY OS immediately, and team members can receive live alerts. Responses are instantly routed to team members who can act on them. Team members can restore relationships before buying decisions are considered, reaching customers before the point of sale.
The AFFINITY INDEX™ Allows You and Your Team to Easily Track Your Business in Real-Time with Just ONE Number
Your AFFINITY INDEX combines your NPS® (customer experience) and ENPS® (team member experience) scores, distilling your team and customer satisfaction feedback into one simple number.
Studies have shown that this metric is a very reliable indicator of your company’s trajectory.
The AFFINITY OPERATING SYSTEM tracks this number along with other specific feedback and allows you to drill down on opportunities to optimize your sales, service, and operations to ensure consistently outstanding customer and team experiences.
Analyze Your Customer, Member, and Team Member Sentiment
Your AFFINITY OS dashboard provides easily digestible, color-coded key metrics that reveal your customer, member, and team member sentiments at a glance. AOS autonomously applies sentiment to unstructured text so that you can understand how customers and team members feel about what they are saying. You can dive deeper into any score to analyze specific feedback, communicate with your customers, and turn your detractors into promoters. Your data is highly customizable and you can generate and export reports based on segments of your population or key metrics.
Artificial Intelligence Helps You Uncover Key Themes
Artificial Intelligence purpose-built for Experience Management.
AFFINITY OS employs text analytics and advanced AI-based Machine Learning to identify key themes within your customers’, members’, and team members’ feedback. AOS generates thousands of themes that capture what customers and team members are saying, uncovering trends and blind spots and providing an unbiased view of customer feedback.
Video Feedback Captures Powerful Insights Using LivingLens Technology
Gain richer insights by capturing the emotion in the voices of your customers and team members. LivingLens, our facial and object recognition technology, analyzes every second of video to identify expressions, predict customer NPS® and automatically extract meaningful insights so you can get to the heart of what people care about.
Easy Feedback Management: Helping You Make Your Data Work for You
Data is everywhere and it is not getting any simpler to decipher with more touch points across multiple disparate systems. Action-oriented analytics and artificial intelligence can magnify the impact of every customer and team member experience by providing data-driven guidance at critical decision points.
AFFINITY OS helps turn the exploding volume of customer, team member, and product journey data across a multitude of channels into a 360-degree view that drives action to improve experiences.
ANALYZE
every experience
DETECT
new trends
PREDICT
customer needs
MEASURE
action impact
PRIORITIZE
action areas
Feedback Management:
Analytics Everyone Can Take Action On
Handle every aspect of the feedback needed to set your brand apart.
Personalized reports, intuitive workflows, and AI-driven topic and theme based alerts empower every team member, from the C-suite to the frontline, to take action on the root cause of issues. Get the right insights at the most granular level to the right person based on their roles and permissions.
Powerful and Easy Filter Options Let You Zero in on Any Segments
AFFINITY OS gives you the power to quickly filter your data by any desired combination of customer, member or team member segments. This powerful feature not only shows you how key customer, member, and team member segments feel, it also lets you uncover insights to key segments for sales and marketing outreach.
Action Intelligence
→ Suggested Actions
Take action on high impact ideas raised by both customers and team members. AFFINITY OS parses your experience data for suggestions, weeding out those that are too generic, too specific, or too obviously not actionable, and ordering the remaining suggestions by how actionable they are.
Armed with the most actionable knowledge of what would make your customers and team members happy, you can test and iterate on new ideas at a faster pace and consistently improve their overall experience.
Key Features:
» Identification of suggestions across customer and team member feedback
» Actionability scoring for prioritization of suggestions
» Dynamic filtering to show suggestions related to any segment, topic, or theme
» Daily suggestions for frontline team members on AOS Mobile
→ Risk Scoring
A customer’s likelihood-to-recommend score is often used to determine when you should follow up and close the loop with your detractors. However, this approach can miss many unsatisfied customers. AFFINITY OS leverages customer comments in addition to a customer’s likelihood-to-recommend score to provide a more robust and accurate assessment of customer risk than attainable with score alone. With the assistance of AFFINITY OS, you can optimize closed loop efforts, better utilize your frontline resources, and recover a greater percentage of truly at-risk customers, members, and team members.
Key Features:
» Automated alert triggers based on AOS risk evaluation
» Aggregate reporting on risk by key segment, topic, or theme
» Dynamic workflows route at-risk customers to the right team member
AOS Social Intelligence Lets You Know How Your Customers Really Feel About Your Brands
Leverage a treasure trove of solicited and unsolicited feedback to improve CX and brand strategy with review handling and social analytics.
AOS Social Intelligence includes:
AOS Social, AOS Review Management and AOS Rival Intelligence.
Easy Feedback Management: Helping You Make Your Data Work for You
Data is everywhere and it is not getting any simpler to decipher with more touch points across multiple disparate systems. Action-oriented analytics and artificial intelligence can magnify the impact of every customer and team member experience by providing data-driven guidance at critical decision points.
AFFINITY OS helps turn the exploding volume of customer, team member, and product journey data across a multitude of channels into a 360-degree view that drives action to improve experiences.
ANALYZE
every experience
DETECT
new trends
PREDICT
customer needs
MEASURE
action impact
PRIORITIZE
action areas
Feedback Management: Analytics Everyone Can Take Action On
Handle every aspect of the feedback needed to set your brand apart.
Personalized reports, intuitive workflows, and AI-driven topic and theme based alerts empower every team member, from the C-suite to the frontline, to take action on the root cause of issues. Get the right insights at the most granular level to the right person based on their roles and permissions.
Powerful and Easy Filter Options Let You Zero in on Any Segments
AFFINITY OS gives you the power to quickly filter your data by any desired combination of customer, member or team member segments. This powerful feature not only shows you how key customer, member, and team member segments feel, it also lets you uncover insights to key segments for sales and marketing outreach.
Action Intelligence
→ Suggested Actions
Take action on high impact ideas raised by both customers and team members. AFFINITY OS parses your experience data for suggestions, weeding out those that are too generic, too specific, or too obviously not actionable, and ordering the remaining suggestions by how actionable they are.
Armed with the most actionable knowledge of what would make your customers and team members happy, you can test and iterate on new ideas at a faster pace and consistently improve their overall experience.
Key Features:
» Identification of suggestions across customer and team member feedback
» Actionability scoring for prioritization of suggestions
» Dynamic filtering to show suggestions related to any segment, topic, or theme
» Daily suggestions for frontline team members on AOS Mobile
→ Risk Scoring
A customer’s likelihood-to-recommend score is often used to determine when you should follow up and close the loop with your detractors. However, this approach can miss many unsatisfied customers. AFFINITY OS leverages customer comments in addition to a customer’s likelihood-to-recommend score to provide a more robust and accurate assessment of customer risk than attainable with score alone. With the assistance of AFFINITY OS, you can optimize closed loop efforts, better utilize your frontline resources, and recover a greater percentage of truly at-risk customers, members, and team members.
Key Features:
» Automated alert triggers based on AOS risk evaluation
» Aggregate reporting on risk by key segment, topic, or theme
» Dynamic workflows route at-risk customers to the right team member
AOS Social Intelligence Lets You Know How Your Customers Really Feel About Your Brands
Leverage a treasure trove of solicited and unsolicited feedback to improve CX and brand strategy with review handling and social analytics.
AOS Social Intelligence includes:
AOS Social, AOS Review Management and AOS Rival Intelligence.
AFFINITY OS FOR TEAM ENGAGEMENT
THE AFFINITY FORMULA:
Great Team Experience → Great Customer/Member Experience →
Great Long-Term Financial Results
Don’t miss out on the most important piece of your business success formula: your people. Your team is what drives your customer experience, so why do so many companies ignore team member experience? Our not-so-secret sauce is combining team member experience data with customer/member experience data to give you the insights and solutions you need to drive your success.
Team Member Feedback
Engage and empower your team members to drive better business performance by leveraging continuous assessments across key drivers of team engagement including belonging, happiness, recognition, leadership, enablement, alignment, and development. Analyze these results and drive team- and manager- level action through group planning and tailored coaching.
AFFINITY OS FOR TEAM EXPERIENCE
THE AFFINITY FORMULA:
Great Team Experience → Great Customer/Member Experience → Great Financial Results
Don’t miss out on the most important piece of your business success formula: your people. Your team is what drives your customer experience, so why do so many companies ignore team member experience? Our not-so-secret sauce is combining team member experience data with customer/member experience data to give you the insights and solutions you need to drive your success.
Team Member Feedback
Engage and empower your team members to drive better business performance by leveraging continuous assessments across key drivers of team engagement including belonging, happiness, recognition, leadership, enablement, alignment, and development. Analyze these results and drive team- and manager- level action through group planning and tailored coaching.
Helping You Create a Customer-Centric, Action-Oriented Culture
AFFINITY OS helps you build customer-centric cultures, driving meaningful action across your organization to make experience a priority. AOS helps you empower every team member with the right insights to take action – whether it be through integrations with everyday tools, role-based reporting, or real-time coaching with action plans. Drive operational improvements by crowdsourcing team member feedback.
Empower Your Team Members to Quickly Close the Loop
Help your teams have access to real-time and actionable data so they can provide the best experience possible. Advanced Artificial Intelligence and Machine Learning models help surface specific suggestions and actions based on all customer, member, team member, & partner signals. Holistic analysis leveraging text analytics highlights exactly what needs to be fixed and allows teams to spend time fixing root causes instead of sifting through mounds of data to find information.
Activate Your Team Members, Anywhere
Companies that make customer feedback accessible to their team members see higher customer satisfaction results and greater financial return.
AFFINITY OS allows all team members, from front-line agents to executives, to listen and act on feedback across multiple messaging channels, no matter where they are. With personalized dashboards, alerts, and workflows, reply via email or phone without leaving the AFFINITY OS mobile app. Increase response rates from mobile-first customers effortlessly and in real-time with embedded surveys directly in your app, all with the click of a mouse.
Personalized Flexible Reporting and Alerts
Empower your team members to connect with your customers in the moments that matter with predictive insights and automatic alerts that make sense for your business. Set alerts based on geographic regions, individual locations, product lines, team-based, or hybrid hierarchies to automatically notify your team members via web/mobile app and predict when customers need attention.
Feedback That Impacts Business Outcomes
Implement new initiatives based on experience feedback, organize tactical and strategic next steps, track progress against goal metrics, and optimize for the greatest impact on business growth. Understand the impact of an action and drill down to specific drivers, topics, and themes.
Connect and Share Feedback Across Departments
Combine real-time survey responses with your customer/member data to proactively identify actionable insights. With seamless application handoff with over 100 integration partners like Salesforce, Adobe, ServiceNow, and Microsoft Dynamics, take it a step further and build auto loop functions to enhance workflows with customer signals right where they are working from.
Improve customer/member conversations through real-time coaching
Empower frontline teams–agents and supervisors–with near-real time insights about customer emotion and sentiment, competitive market, and priorities from every interaction with your contact center. Automatically score these interactions to highlight the moments that matter for coaching.
Drive a Culture of Innovation
Benefit from the collective expertise and creativity of your team members, partners, franchisees, and customers with idea challenges. Improve customer and team experience, co-create new products and services, streamline processes, and increase cross-team collaboration. Empower organizations to crowdsource ideas quickly, foster a culture of innovation, and increase engagement.
Helping You Create Customer-Centric, Action-Oriented Culture
AFFINITY OS helps you build customer-centric cultures, driving meaningful action across your organization to make experience a priority. AOS helps you empower every team member with the right insights to take action – whether it be through integrations with everyday tools, role-based reporting, or real-time coaching with action plans. Drive operational improvements by crowdsourcing team member feedback.
Empower Your Team Members to Quickly Close the Loop
Help your teams have access to real-time and actionable data so they can provide the best experience possible. Advanced Artificial Intelligence and Machine Learning models help surface specific suggestions and actions based on all customer, member, team member, and partner signals. Holistic analysis leveraging text analytics highlights exactly what needs to be fixed and allows teams to spend time fixing root causes instead of sifting through mounds of data to find information.
Activate Your Team Members, Anywhere
Companies that make customer feedback accessible to their team members see higher customer satisfaction results and greater financial return.
AFFINITY OS allows all team members, from front-line agents to executives, to listen and act on feedback across multiple messaging channels, no matter where they are. With personalized dashboards, alerts, and workflows, reply via email or phone without leaving the AFFINITY OS mobile app. Increase response rates from mobile-first customers effortlessly and in real-time with embedded surveys directly in your app, all with the click of a mouse.
Personalized Flexible Reporting and Alerts
Empower your team members to connect with your customers in the moments that matter with predictive insights and automatic alerts that make sense for your business. Set alerts based on geographic regions, individual locations, product lines, team-based, or hybrid hierarchies to automatically notify your team members via web/mobile app and predict when customers need attention.
Feedback That Impacts Business Outcomes
Implement new initiatives based on experience feedback, organize tactical and strategic next steps, track progress against goal metrics, and optimize for the greatest impact on business growth. Understand the impact of an action and drill down to specific drivers, topics, and themes.
Connect and Share Feedback Across Departments
Combine real-time survey responses with your customer/member data to proactively identify actionable insights. With seamless application handoff with over 100 integration partners like Salesforce, Adobe, ServiceNow, and Microsoft Dynamics, take it a step further and build auto loop functions to enhance workflows with customer signals right where they are working from.
Improve customer/member conversations through real-time coaching
Empower frontline teams–agents and supervisors–with near-real time insights about customer emotion and sentiment, competitive market, and priorities from every interaction with your contact center. Automatically score these interactions to highlight the moments that matter for coaching.
Drive a Culture of Innovation
Benefit from the collective expertise and creativity of your team members, partners, franchisees, and customers with idea challenges. Improve customer and team experience, co-create new products and services, streamline processes, and increase cross-team collaboration. Empower organizations to crowdsource ideas quickly, foster a culture of innovation, and increase engagement.
CONTACT US
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