Agency Expects Customer Fast Feedback Technology To Help Drive Bottom Line Performance
Ogilvy & Mather North America, one of the largest marketing communications companies in the world, has announced a strategic partnership with HundredX, an award-winning technology company that provides enterprise level, people driven diagnostic solutions.
The partnership introduces a unique solution for Ogilvy & Mather’s clients to receive and activate insightful data that will help business leaders make informed decisions about their products and services – and ultimately, increase bottom line performance.
Over the past 50 years, the U.S. economy has undergone a major transformation – shifting focus to human capital and the hiring of highly talented individuals to usher in a new era of innovation, invention and consumer connection. According to the Temkin Group’s annual “State of Customer Experience” report, even a modest improvement in customer experience can result in an approximate 37% increase in revenue over three years. Employees have become the most sought after and competitive assets that companies have. As a result, companies seek new ways to attract, retain and incentivise employees in order to remain competitive – which is a $49 billion business in itself.
“Our clients recognise the shifting focus to human capital and the need for next generation consumer and associate connection solutions,” said John Seifert, Chairman and CEO of Ogilvy & Mather North America. “Our partnership with HundredX is just the latest example of how our company will continue to innovate in order to meet the changing needs of our clients.”
Founded by Rob Pace, a former Goldman Sachs Partner and National Advisory Board Chairman of the Salvation Army, HundredX provides Express Feedback solutions for enterprise that are highly customisable and can be integrated into existing apps, websites, or as stand-alone solutions. With these solutions, businesses have the opportunity to use consumer feedback and recognition to improve products and services as well as strengthen customer connection, employee retention and organisational cultures. The company’s consumer focused Expresit app (formerly the Goodsnitch app) utilises Express Feedback technology and provides a free solution for cities, non-profits and small businesses.
A 2015 study commissioned by HundredX found that a majority of Americans (86 percent) believe that companies should regularly do more to publicly recognise individual employees for good work. This underscores a new opportunity businesses have to use digital consumer feedback to not only strengthen the customer connection but also create a positive framework for talent management. “Turnover is now estimated at 21% of wage cost, so the stakes are very, very high,” commented Seifert.
“At HundredX, we seek to multiply positive outcomes. It is hard to overstate the potential of emerging fast and real-time customer and associate sourced feedback in terms of accurate diagnostics and corporate cultural benefits,” added Pace. We have invented a unique way to source and organise this information. Our partnership with Ogilvy will integrate, activate and scale our technology in transformational ways for their clients. We believe the future lies at three key intersections – human and digital, customer and associate and doing business with a purpose.”
