Last month saw 79,000 industry experts descend on Barcelona to attend Mobile World Congress 2011. There were speakers from around the globe from the industry’s leading brands and Fizzback clients.

Among these speakers was Fizzback’s own CEO, Rob Keve who presented to leading industry executives about the Fizzback Customer Experience Management (CEM) Solution for businesses involved in the Mobile Telecommunications industry. Rob’s shared some of Fizzback’s thought leadership, wowing the audience at the event. He presented insight from Fizzback’s years of expertise in how to transform the Voice of the Customer into actionable and profitable business improvement.

The presentation concentrated on the two main ideals that underpin the Fizzback solution and help our clients transform their business into the ultimate customer centric organisation:

1.    Understand:

  • Understand the difference between measuring the right things and measuring things right:
  • Asking the right questions will gain your company nothing if you are not measuring things right: gathering feedback from real customers, from the real world in real-time.

2. Improve:

  • Think in 4D: companies need a 360⁰ view to be able to effectively manage the modern customer.
  • Create a service culture within your organisation to improve the service that you provide to your customers. Feedback entrenched in the very DNA of the business from customer services to marketing helps firms drive customer centricity.

Fizzback has helped its clients to significant increases in every part of the business:

  • Employee performance: up to 50% of all feedback is employee related
  • Operational Efficiency: 61% reduction in complaints and a 10% increase in First Call Resolution
  • Customer Loyalty and Advocacy: 25-36 point increase in customer advocacy and up to 45% of “at-risk” customers transformed into advocates.

For further information on Fizzback’s solutions for Real-Time Customer Feedback in Mobile Communications or to view the Mobile World Congress presentation, please email Mike Cooper at[email protected].