Mobile applications are starting to grow exponentially and allowing users to view complaints or compliments of businesses or products in new ways.

1. Yelp and the impact of Mobile Phones on Customer Satisfaction

2. Customers can complain using Google Map Reviews

In this post, I will look at a new service called Stickybits , what it is and then how it could impact Customer Satisfaction.

Stickybits advertises itself as a fun way to attach digital content to real world objects. Basically, it allows a users of iPhone or Android phones to  scan a barcode, like consumer products found in grocery stores, pharmacies, and many retailers and attach or view digital content associated with the barcode. The examples on their website talk about

1. A birthday video attached to birthday card

2. Attach a resume to a business card

3. Attach favorite recipes to grocery item

4. Add on line current photos to a flyer.

When a consumer  scans the bar code through their smart phone, they are pointed to the digital content. The twist here is that the consumer can add their own information to a barcode and others who scan the barcode will see what the manufacturer and all others attached to that barcode. The first to scan the barcode ‘owns’ it so companies are advised to scan their barcodes in order to take ownership.

Owners are notified when items are scanned and can watch where in the world the barcode has been scanned.

Stickybits also works with QR codes (square bar codes)

What is the Customer Satisfaction Impact?

What can the consumers attach as a bit to a Barcode or QR code?

a. Compliments about a product or service, how they are using it, how others can benefit from it.

b. Complaints: what the consumer does not like about the product, warnings for others not to buy.

Here’s a short video about Stickybits.

What actions a business can take now.

1. Claim your Bar code. The first person to claim the barcode ‘owns’ it and gets the reporting. So quickly claim all your Barcodes. If someone else has claimed the barcode, then to engage with Sickybits to see if you can get it back.

2. Watch the ‘bits’ that are being attached to your Barcode for complaints and compliments and take action, if necessary, to restore customer satisfaction.

3. Stickeybits is still in its early adopter stage and it is too soon to tell if it will take hold. If it does, this will be another medium that needs to be monitored for both complaints and testimonials. Look for monitoring tools that include Stickybits.

For more information on how businesses might use Stickybits, watch this video

Is your organization involved with Stickybits? Leave your story in the comments section below.

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Adele Berenstein

Adele Berenstein is an Experienced Customer Satisfaction Executive, recently retired from a Large Global IT Organization after a long productive management career including Sales, Marketing, Services, teaching and education center management and most recently, 19 years in customer satisfaction management. She turned around divisions with customer satisfaction problems, implemented measurable improvements and management systems, and implemented programs to prevent problems from ever affecting customers.

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