Lauds new clients across industries, expands contact center footprint

LOUISVILLE, Colo., Jan. 24, 2018 — Market Force Information® (Market Force), a leader in customer experience management, closed a successful 2017 with new client wins, client expansions and major company milestones. Through its host of customer experience (CX) solutions – ranging from customer surveys and mystery shopping programs to contact center services and social media monitoring – Market Force is empowering new and existing clients to protect their brands, delight customers and increase revenues.

As multi-location businesses across industries compete for wallet share and loyalty, customer experience is emerging as the new battlefield. Bain & Company reports that organizations that excel at customer experience grow revenues 4-8 percent above the market. Market Force is helping these companies meet and exceed their CX goals by providing the data required to make experience-driven decisions.

Brands Gain Data-Driven Insights from KnowledgeForce

In the past year, Market Force has seen sharp increase in adoption of its KnowledgeForce platform, a comprehensive reporting tool that hosts and analyzes data from disparate CX channels, enables brands to see how they are performing against corporate standards, gauge whether or not they are improving, and understand exactly where they should focus to increase business performance at each location.

Rent-A-Center is a prime example of a new client tapping into KnowledgeForce to gain a 360-view of its business performance. Market Force recently contracted with Rent-A-Center to provide mystery shopping services across all of its 2,400 stores. The retail chain is leveraging KnowledgeForce to compile and analyze mystery shopping data, and access learning management tools that help location managers coach and mentor their team members. Using KnowledgeForce, Rent-A-Center can determine where improvements are needed at a store-level to drive sales.

Market Force also announced in recent months that KnowledgeForce is now hosting mystery shopping, customer survey and social media data for brands such as Cicis, a leading pizza buffet chain, and CoreLife Eatery, an innovative fast-casual restaurant concept.

Contact Center Investments and Innovation on Line for 2018

As competition for customers increases, along with the need to recover those who had a poor experience and protect their lifetime value, Market Force is seeing marked growth in its guest recovery contact center services.

To meet this mounting demand, Market Force is leveraging its new partnership with Main Street Capital to make strategic investments in this channel. This includes opening a third contact center in Norcross, Georgia, which builds upon its existing centers in Winnipeg, Canada and Milton Keynes, UK. It also includes instituting new digital methods for Market Force to maximize its interactions with customers on behalf of the brands it serves with contact center services.

Based on its current global client base, Market Force expects to achieve a significant double digit percentage increase in contact center revenues in 2018. Market Force began the year with the addition of Church’s Chicken to its portfolio of contact center clients.

“While uptake of our core customer experience measurement solutions remains brisk, our clients are telling us that our new technological capabilities are helping them draw even more actionable insights and improve ROI,” said Ray Walsh, chief executive officer at Market Force. “By continuing to evolve our online reporting tool, KnowledgeForce, and by expanding the use of online chat and machine learning in our contact centers, we’re ensuring our clients are continuing to provide the very best customer service, while reducing their overall customer experience investments.”

About Market Force Information
Market Force Information® is a customer experience (CX) management company that provides location-level measurement solutions that help businesses protect their brand reputation, delight customers and make more money. Solutions include customer experience surveys, employee engagement surveys, mystery shopping, contact center services and social media review tracking, which are integrated into one technology and analytics platform, KnowledgeForce®. Founded in 2005, Market Force has a growing global presence, with offices in the United States, Canada, United Kingdom, France and Spain. It serves more than 200 clients that operate multi-location businesses, including restaurants, major retailers, grocery and drug stores, petro/convenience stores, banking & financial institutions and entertainment brands. The company has been recognized in 2017 as one of the top 50 market research organizations in the AMA Gold Report and by Forrester as a Breakout Vendor.  

Date: Wednesday, 24 January, 2018

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