By: Bob Kobek, RRP, President – Mobius Vendor Partners
There is an adage ‘necessity is the mother of invention’. This is so very true, and there is another adage that I just made up “panic is the father of innovation”.
Some SaaS based software companies have ways to get data back to their customers, most often it is in the form of raw data leaving to the client to produce relevant reports based on the data. In the case of CustomerCount, we are built on reports. With over 70 resort templates based on data collected by our system are meant to be immediately actionable.
But, wait, there is more. 12 years ago, we contracted with a very heady test analytics company that continued to grow their analytics reporting to incredible levels, including sentiment analysis, focused recommendations and even building the capability to ‘scrape’ review sites like Google, Expedia and others.
We were quite proud of our relationship with Keatext, we were their partners in data analytics and our clients benefited greatly.
Then came the phone call. As a testament of the strength of our relationship, the President called, not emailed. They suffered from the SaaSpocalypse. The recent phenom of investors pulling the plug on software companies (Medalia is notable) who were not making ‘enough’ money. And, we were given 7 days’ notice. 7 days’ notice.
As a verb, panic means to become frightened or anxious and react impulsively
“Don’t panic; we’ll find a solution. Had anyone come to me at that moment to tell me to calm down it is hard for me to imagine the depth of how much they would regret it.
With 28 years in business I have learned that news creating panic requires the ability to morph. Mobius is treated like it is a true living being. It morphs when it is delivered bad news and it morphs when it is delivered good news. Karma is real.
It took 3 phone calls to identify a solution. A really good one. That was 3 weeks ago. And our new solution will not rely on a third party once it is running. Which will be in 4 more weeks. And it will be awesome. Our solution will provide analysis and recommendations. Reputation management and a whole host of other AI based analytics.
It will complete the 365-degree cycle of measuring and analyzing customer and guest experiences. And it will provide it in a dynamic reporting portal.
This is innovation, this is what makes owning a 28-year-old firm with one of the most robust feedback measurement tools in the world worth every minute.
Stand by – keep on eye on our LinkedIn post for up to date information on industry leading AI based analytics. https://www.linkedin.com/company/mobius-vendor-partners/
