The Forrester Customer Experience blog recently gave their predictions for what lies ahead in 2012. The main discussion points included an increase in Executive Level support for customer experience and a growth in education and recruitment within the industry. This appears to clearly demonstrate an increasing importance and emphasis within businesses on successfully managing the customer experience both this year and in the future. The final prediction outlined that companies which do not offer a unified customer experience will start to fall behind their competitors. In short Customer Experience Management (CEM) will become a key differentiator in the market in 2012.
With the recent acquisition of Fizzback by NICE Systems this is something which both companies strongly believe in, and more importantly, can help both companies’ customers, not just keep up with their competitors, but become industry leaders in CEM.
Offering a unified customer experience across all channels requires understanding your customer across the whole of their lifecycle. Customers interact with many parts of a business, either online, in store or over the phone, and these must offer a consistent and continually high level of service. Every life-cycle is unique and can involve a number of different touch points, in different orders, with different experiences. The danger if one fails or becomes disjointed is that the relationship between the customer and brand falters and breaks down.
But how can companies pinpoint where that experience is failing or where it’s not matching up to the experience with the other channel or channels? Engaging every customer at different points along their lifecycle enables companies to understand the breaks in that chain. Gathering a census and not just a sample unlocks the true insight into the whole customer experience and enables businesses to discover the root cause drivers of this dissatisfaction or disjointed experiences.
NICE Fizzback President, Rob Keve comments, “Offering a unified customer experience is a key battleground within every industry today and in the foreseeable future. Customers have more choice than ever before in how they engage with a brand, and it is companies responsibility to offer a high quality and unified experience across all their channels”.
The multi-channel NICE Fizzback solution helps leading global brands engage with their whole customer base across their customer lifecycle whatever the channel; online, in store or from the call centre. This will continue into 2012 as they continue to help our customers achieve this, enabling them to offer a unified customer experience, not just placing them with the pack, but putting them out in front, leading the way.
About NICE Fizzback
NICE Fizzback is the leading software provider for Real-Time Customer Feedback and Customer Experience Management (CEM) resulting in increased customer loyalty and employee performance. The award winning NICE Fizzback solution helps companies listen, respond and act in real-time to their customers’ comments. Feedback captured at the point of experience is analysed automatically using natural language processing, driving relevant responses, prompting company action and providing powerful insight into the voice of a previously silent majority. NICE Fizzback enables businesses to derive true economic benefits by increasing customer lifetime value and positive word-of-mouth.
