Why HopStop Bases "Nearly Every Decision" on Customer Insight




CMIQ walked over to the HopStop offices in New York recently to sit down with CEO Joe Meyer. The friendly, open room with wood floors abutting an exposed brick wall houses the small staff that recently expanded the city transit website and mobile app to 20 new markets, bringing the overal total to 57. HopStop provides users with door-to-door subway, bus, taxi and driving directoins for these metropolitan markets. It's also integrated with suggestions for places to eat, drink and stay along your route.

Meyer is a featured speaker at the upcoming Customer Insight Week, where he will discuss how HopStop leverages the insight of its passionate user base to better its business model. His presentation is titled "Planning for 2012 by Capturing Customer Information and Developing Industry Specific Action Plans." He joined CMIQ to talk about what monitoring HopStop does to best capture customer feedback information, how the company competes with Google Maps and how the site's recent redesign and expansion were based largely on customer suggestions.

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