Fizzback™ captures real-time delegate feedback at Europe’s largest customer management event
24 May 2007 – European Customer Management World (ECMW) 2007, the largest European event of its kind, used co-sponsors The Fizzback Group’s technology for capturing real-time feedback this year.
Delegates were able to send SMS text and mobile email feedback during the event. The powerful Fizzback™ technology ensured that each comment was accurately captured, analysed and directed to the relevant person for immediate resolution.
‘’ECMW prides itself on delivering a great delegate experience. Fizzback™ proved to be extremely instrumental to us in listening to real-time delegate feedback and allowing us to instantly address any issues raised. This was the first time we have used Fizzback™ and we will do so again ’’ said Sarah Startup, Event Director for ECMW 2007.
The use of an instant feedback system was also seen as a best practice in ‘customer listening’. During the opening session on day two Chris Daffy, founder of The Academy of Service Excellence, presented the Fizzback™ dashboard to delegates and highlighted the effectiveness of ‘’instant feedback, instant action’’ through Fizzback™
Fizzback™ also held an over-subscribed workshop entitled Converting Complaints In To Revenue, which shared with delegates the impact of listening to customers in situ, and the business benefits of addressing customer complaints at the point of experience.
ECMW 2007 featured keynote speeches from influential figures, including Ken Blanchard, author of the best-selling The One Minute Manager, and five-times Olympic gold medallist, Sir Steve Redgrave. ECMW was held at the Royal Lancaster Hotel, London, on 14-17 June 2007. The event was attended by 900 senior marketing, customer service and operations executives from some of Europe’s largest consumer brand organisations.
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