Demand for enhancing customer experience using social data drives significant adoption of platform
NEW YORK – February 8, 2017 – Falcon.io, the leading customer experience (CX) platform, drove strong growth in the U.S. in 2016, increasing sales by 93% year-over-year (YoY) and extending the company’s impressive growth streak for the sixth consecutive year. Falcon grew its market share, increasing its U.S. client base by 90% with the addition of new customers such as Foursquare and Columbia University, and making a significant number of add-on purchases by existing customers, such as A&E Ole Networks.
More marketers are beginning to understand the importance of CX and the value of social data to help convert sales and build brand loyalty. The increased demand by marketers and social media managers for sophisticated, easy-to-use tools to extract social data has fueled Falcon’s growth, particularly in the U.S. According to the results of Falcon’s recent Customer Experience Trends Report 2016 , conducted in partnership with SSI, 60% of marketing leaders see social data as the future of CX.
“US brands are shifting focus to Integrated Customer Experience, which emphasizes interactions with customers – not one-way marketing,” said Ed Terpening, industry analyst at Altimeter Group, a Prophet company. “We agree with Falcon CEO Ulrik Bo Larsen when he said that social wasn’t the billboard or banner we thought it was – it was actually the telephone.”
Falcon’s plug-and-play unified platform is a natural fit for medium to large enterprises in the U.S. looking for their first CX platform, or for marketing departments who realize that one tool can successfully meet the majority of their needs. By having a centralized place where insights from every customer interaction across social, digital and CRM can be displayed, brands can map the customer journey more accurately, deliver more relevant and engaging content, identify potential influencer and brand advocates, empower more team members with deeper customer insights, and increase the potential for conversion from every customer interaction.
“The sheer number of companies who are using social media to reach and engage with their customers has provided an enormous opportunity for Falcon to expand further in the U.S.,” said Ulrik Bo Larsen, CEO of Falcon. “The CX platform market is still evolving, as companies are looking to consolidate the tools they use into something more universal, and Falcon is leading the way in defining it by feeding the appetite for more disciplines/social touchpoints in one turnkey tool. In the future, Falcon will add even more cross-channel integration to give marketers more ways to discover, connect and engage with customers”
For more information on the Falcon platform, visit: http://www.falcon.io
Follow Falcon on LinkedIn: https://www.linkedin.com/company/falconio
Follow Falcon on Twitter: https://twitter.com/FalconIO
Read more on Falcon’s Insights Hub: https://www.falcon.io/insights-hub/
Falcon.io offers an integrated SaaS platform for social media listening, engaging, publishing and managing customer data. The company enables their clients to explore the full potential of digital marketing by managing multiple customer touchpoints from one platform. Falcon.io’s diverse and global client portfolio includes Carlsberg, Flying Tiger Copenhagen, Nintendo of Europe, IWC Watches, Mentos, Redken, Coca-Cola and many more.