RESTON, Va.—Clarabridge, Inc., the leading provider of sentiment and text analytics software implemented by many Global 1000 companies to improve customer experience management (CEM), today announced that of the top 20 firms listed as leaders in 2011 Temkin Experience Ratings report, over 1/3 were utilizing Clarabridge Enterprise as a sentiment and text analytics solution for their customer experience management programs.
“It’s exciting to see such a confirmation of our customers focus and dedication to listening and responding to consumers’ needs, wants and desires,” said Sid Banerjee, CEO Clarabridge. “Bruce has done great work, especially in calling out the functional, accessible and emotional experience ratings. As we have found in working with our customers, consumers emotional experiences can provide some of the deepest and most profound insights, and responding to those can have an enormous affect on customer loyalty and inevitably, the bottom line.”
The report, released a few days ago, offers insights into consumers’ experiences and perceptions of some of the biggest brands in the US today. Bruce Temkin, managing partner Temkin Group, noted in the report, “We asked 6,000 US consumers to rate their recent interactions with companies across three dimensions of their experience: functional, accessible and emotional. This data allowed us to rate 143 companies across 12 industries. Only 16% of those companies received an ‘excellent’ or ‘good’ rating.”
To access the new report go directly to the Temkin Group website: http://www.temkingroup.com/news/2011-temkin-experience-ratings.
About Clarabridge:
Clarabridge is the leading provider of sentiment and text analytics software for customer experience management. Clarabridge enables Global 1000 enterprises to achieve a universal understanding of their customers by automatically collecting, classifying, scoring sentiment, and analyzing qualitative data found in voice of the customer feedback channels. Insights extracted result in improved marketing, product/service offerings, operations and customer service across an organization. Clarabridge customers include AOL, B/E Aerospace, Choice Hotels, Expedia, Gaylord Hotels, Intuit, J.D. Power, Marriott International, Nissan, QVC, Inc., Sage North America, United Airlines, Walmart, Walgreens, and Wendy’s International. Clarabridge is privately held with headquarters in Reston, Va. and offices in San Francisco, Boston and the United Kingdom. For more information, visit http://www.clarabridge.com or twitter: @clarabridge.