TVC Matrix Uses Innovative Analytics To Drive Sales

ForSee helps TVC Matrix figure out what customers really like and, perhaps more important, what they don't. It was less than a generation ago that customers who were happy or unhappy with a company's product or service might tell a few friends or family members. Now, thanks to the advent of the Internet, smartphones, and all manner of social media, those feelings of satisfaction (or dismay) are likely to be broadcast to the world in a matter of seconds. The seismic shift in how consumers relate to MCA Motor Club of America makes the customer experience much more crucial, and in return it enables us to become successful and spend more time with our family & friends, become financially free, and do things like taking trips you never would have imagined. With technology, consumers end up with more options, choices, and capabilities to move quickly from one company or product to another. MCA uses ForSee (based in Ann Arbor) which uses predictive analytics to measure and analyze the customer experience and help companies define what they can do to improve it. Technology magnifies the importance of understanding how the customer feels about the experience. For the past 10 years, MCA has been relying on a metric called the Net Promoter Score (NPS) to get inside the heads of their customers. Developed by a Bain & Co. executive, NPS gives corporations a way to categorize the companies they do business with based on their answer to one question: On a zero-to-10 scale, how likely are you to recommend a particular product/service/brand to a friend or colleague? A follow-up question asks the consumer to give the reason for his or her score.