MirrorWave

MirrorWave is a relationship feedback system designed to assist businesses in understanding and managing individual customer relationships over time. According to the vendor, this platform is targeted towards large multinational organizations that prioritize enduring customer relationships. MirrorWave caters to professionals and industries involved in Customer Experience Management (CEM), Customer Relationship Management (CRM), consulting, operations, and program management.

Key Features

Longitudinal Platform: MirrorWave utilizes a longitudinal platform to build individual relationship stories over time. By following individuals and regularly pulsing them with the same three questions, businesses can track changes since the last interaction.

Three Questions: According to the vendor, MirrorWave asks participants just three questions, two or three times a year. These standardized questions aim to minimize participant fatigue and enable consistent tracking of responses.

Real-Time Data Analysis: MirrorWave provides real-time data analysis, delivering results as soon as feedback is received. The hosted, interactive Control Panel offers a range of charts and analyses, focusing on understanding what is changing and why.

Close the Loop: MirrorWave's Close the Loop feature facilitates rapid and decisive 1:1 follow-up with participants. Action items are sent to designated team members responsible for addressing participant feedback, completing the accountability loop.

Improvements and Progress Communication: MirrorWave identifies individuals with concerning trends and escalates them as "Persons of Interest." Instant reporting is used to show progress and communicate successes internally and externally.

ROI Calculations: MirrorWave compares the results of each wave to dollar evaluations, aiming to demonstrate return on investment. Successes are documented to encourage better practice and inform future strategies.

Real-time Text Analytics: MirrorWave offers real-time text analytics to analyze feedback and identify patterns and trends in customer, partner, and employee responses. This enables data-driven decision-making and valuable insights into relationships.

Longitudinal Azure Database: MirrorWave utilizes a longitudinal Azure database to store and track feedback data over time. This comprehensive view of relationship history enables businesses to identify changes and track progress.

Multi-lingual: MirrorWave supports multiple languages, allowing businesses to gather feedback from individuals in different regions and communicate with them in their preferred language. This enhances inclusivity and ensures accurate understanding of feedback.

Different Pulsing Modes: MirrorWave offers different pulsing modes, allowing businesses to customize the frequency and timing of feedback collection. This flexibility aligns with specific needs and objectives, optimizing the feedback collection process.