Benbria has launched Blazeloop, a customer engagement platform that revolves around one pointed question aimed at the consumer: How did we do? The theory behind the Web-based app is that most customers do not take the trouble to complain about little things — but it is those very little things that can drive them away.
In the case of a restaurant, perhaps the food was not quite as warm as it should have been, explained Tony Busa, director of Marketing at Benbria. At a retail outlet, possibly the line to check out was too long.