October 14, 2008 00:00 AM

Quaero, a leading marketing services provider, today announced it has partnered with Clarabridge, a leading provider of text analytics software. to enhance its Customer Experience Management practice and provide clients with an advanced technology solution for turning previously unusable customer feedback into actionable business intelligence.

“Many of our clients operate in very competitive industries where customer experience is the only true differentiator,” said Naras Eechambadi, CEO, Quaero. “In these cases, a well-defined customer experience management program, based on actionable customer insight, can help companies anticipate customer needs, deliver relevant communications, inform product development and measurably increase customer value.”

Quaero’s Customer Experience Management (CEM) practice helps organizations manage and optimize customer interactions across channels to improve retention and increase profitability. Through the use of Clarabridge’s solution, Quaero CEM experts can easily collect and analyze intelligence from all of the varied sources of feedback available inside and beyond an organization’s four walls and integrate it with quantitative information to make recommendations for enhancing the customer experience and increasing satisfaction and retention.

Clarabridge helps enterprises better understand their customers by providing a software platform to listen, interpret, and respond to their customers’ true emotions, desires and behavior. Customer feedback is captured and analyzed from a variety of feedback channels as well as the growing number of indirect sources that provide consumer opinions, such as call center notes, qualitative survey feedback, Web 2.0 content, online consumer forums, email, social networking sites and even customer warranty forms. Clarabridge’s solution then categorizes all of this text-based customer feedback, determines associated sentiments tied to the categories and presents this information in various reporting formats used by company executives to identify areas of the business where improvements can be made.

“Market leaders across a growing array of industries can compete more effectively and quickly by gathering customer feedback from the complete range of information available to them both directly and indirectly,” said Sid Banerjee, chief executive officer of Clarabridge. “Turning the ‘voice of the customer’ into customer experience insight allows organizations to provide data to affected areas of an enterprise to assist them in improving their business processes and reacting to shifts in customer sentiment in real-time.”

Quaero and Clarabridge formed the partnership in recognition of the complementary aspects of their offerings, and the overall benefits the partnership will provide to their clients. With the insights generated from Clarabridge’s software, Quaero’s CEM experts can help clients to define the key drivers of satisfaction, retention and loyalty; build analytic models for customer segmentation and strategies; develop and measure the impact of customer experience programs; and identify the organizational alignment, change management and governance required to implement, maintain and continually improve the programs.

“The most valuable information about the customer experience comes directly from the customer,” said Jenny Belser, Director of Customer Experience Management, Quaero. “With Clarabridge’s text analytics solution, we can build programs that create differentiated experiences based on first-hand customer information. Clarabridge’s solution provides a faster, more accurate and comprehensive view of customer expectations than traditional methods, allowing us to quickly take effective actions that will have an immediate impact on the customer experience.”

About Clarabridge

Clarabridge is the leading provider of sentiment and text analytics software for customer experience management. Clarabridge provides Global 1000 enterprises with universal views of their customers through automatic collection, classification, sentiment analysis, and reporting on text-based verbatims found in voice of the customer feedback channels. The result is improved marketing, product/service offerings, operations and customer service. Clarabridge customers include AOL, B/E Aerospace, Capital One, Choice Hotels, Expedia, Gaylord Hotels, H&R Block, Intuit, Marriott International, Nissan, QVC, Inc., Sage North America, United Airlines, Walmart, Walgreens, and Wendys International. Clarabridge is privately held with headquarters in Reston, Va. For more information, visit www.clarabridge.com.

Quaero is a new breed of marketing service provider that helps companies maximize traditional campaign-driven marketing and establish capabilities for real-time, multichannel customer interaction. The company expertly blends strategy and analytics with performance management techniques and technology to drive interactions that improve the customer experience while increasing overall customer value.

Headquartered in Charlotte, NC, Quaero serves category-leading clients within the Financial Services, Pharmaceutical/Healthcare, Travel and Leisure, Media, Educational and Business Services industries. For more information, call 1-877-570-2100 or visit www.quaero.com.