Twiddy & Company, an online vacation rental provider for the Outer Banks of North Carolina, has been in business for more than 30 years. It would have been easy for Twiddy to lean on its long history rather than looking for new ways to engage directly with customers, but the forward-thinking company wondered whether it could improve customer experience by soliciting direct feedback.
Twiddy integrated Kampyle with Google Analytics and quickly saw a correlation between specific customer input and high bounce rates on certain pages of its site. Within just the first few days of its Kampyle implementation, Twiddy made changes in its Web site’s color, layout and functionality.
The ability to see not only what customers do, but also to learn why they do it has inherently changed this e-tailer’s business, increasing rental sales and repeat customer visits. Feedback analytics, now part of Twiddy’s strategic marketing plans for the future, help this Kampyle customer learn what its users are thinking and put that information to work.
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