Fizzback’s Head of Customer Transformation, Lee Mostari recently led a think tank session at the Executive Customer Contact Event 2011. The event taking place in the heart of London brought together key executives from the world of contact centres to share their thoughts on how to drive excellence in the service provided in contact centres.

Lee ran one of the few think tank sessions taking place during the event and shared Fizzback’s thought leading ideas and best practices on Lee drew out the key ways in which companies align their business behind the customer:

  • Engage – survey every customer close to point of experience: this not only gathers large volumes of relevant feedback, but also has been proven to increase loyalty.

  • Capture – make the engagement as easy as possible by offering a multi-channel and multi-lingual approach. Let the customer engage with your company how they want to.

  • Interpret – analyse the data, feed it back into the business in real-time and in an accessible form: Fizzback’s dashboards enable valuable insight into performance both across the business and at a detailed individual level.

  • Act – use the feedback that has been gathered to drive business change and create a customer centric ethic within your organisation.

Lee has helped Fizzback’s global client base to gain the most benefit from the feedback that has been gathered via the Fizzback solution. This has ranged from improving employee engagement through innovative incentive schemes to offering excellent and experienced insight into the feedback.

If you would like more information on the work Fizzback’s Customer Transformation Team does and how Fizzback can help your business, please email [email protected]. Alternatively browse our site and have a look at our thought leading white papers or case studies from leading global brands.

About Fizzback

The Fizzback Group are innovators in customer engagement.  Founded in 2004, the award winning Fizzback solution helps companies to listen, respond and act in real-time to their customers’ comments.  Feedback captured at the point of experience is analysed automatically using a unique artificial intelligence engine, driving relevant responses, prompting company action and providing powerful insight into the voice of a previously silent majority.  Fizzback enables businesses to derive true economic benefits by increasing customer lifetime value and positive word-of-mouth.