New Walker Tools Spot Dissatisfied Customers

In the US, B2B customer experience consulting firm Walker Information has released two new analytic and technology solutions, to alert clients to upcoming issues and to help spot dissatisfied customers before they complain.

Led by CEO Steven Walker (pictured), the firm uses predictive and advanced analytics, custom consulting and other approaches to support customer retention and growth. One new tool, named ProactiveAlert, enables companies to forecast which customers are likely to be dissatisfied, allowing clients to initiate preventative action. Using data integration and predictive algorithms, the tool can automatically identify customers who had a bad experience, even though they didn't complete a survey.

Separately, TrendAlert acts as an early warning system, using and analyzing data which companies are already tracking to trigger alerts in near-real time, while the issue is trending. This approach compares past data to what's happening now, to determine if the pattern of information is normal, or if activity signals an emerging issue.

Web site: www.walkerinfo.com .