Forrester Debuts Consumer Experience Sharing App

US research and advisory firm Forrester has launched an app called Tap, allowing consumers to suggest how brands can improve their customer experience.

Users of the new app simply tap green, yellow or red for a brand or specific brand location to start the improvement process. They can either compose a Tap - a 140-character comment meant to highlight a great customer experience or improve a less desirable one - or browse previous comments to 'UpTap' existing feedback that resonates with them.

Brands can respond to 'Tappers', providing a platform through which to build relationships with current and future brand advocates. While companies have access to all Taps associated with their brands, Taps that align with key customer experience drivers can be flagged for prioritization. According to Forrester, this alleviates 'analysis paralysis' by focusing on the Taps and suggestions that will provide the greatest return on investment.

CEO George Colony comments: 'Tap is designed to harness the wisdom of the crowd in real-time - to commend excellent experiences, or pinpoint suggestions on how brands can improve. Tap helps you make the best decisions about where you should go and what you should buy. You can also easily discover what your friends love and how they're working to improve their favorite brands'.

Web site: www.forrester.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.