INTERVIEW
Shanahan says Rant & Rave has been profitable since it was established , and monthly software subscriptions are growing by 50 percent year-on-year .
The company is expanding internationally . It is currently rolling the platform out across Linde Group in 22 countries around the world , and it is working with Homeserve in the US – a relationship which , says Shanahan , is already opening up prospects across the Atlantic . It has also integrated its technology with Salesforce , creating an app which will bring rich sentiment right into context with other customer information – opening up a host of possibilities for the subscriber ’ s business .
“ We live and breathe customer engagement , which we think begins with the first communication and comes full circle with their feedback ,” he says . “ If you can capture sentiment after any interaction by asking for feedback , you can begin to build a preemptive communication strategy which drives down the cost of service , stops unnecessary calls and improves the customer experience – and even identify a sentiment-driven sales opportunity .”
That rotten cup of coffee certainly turned out to have dregs of gold .
12 May 2016