Last month Fizzback’s VP of Channels and Alliance, John Coldicutt presented at ‘The Henley Centre for Customer Management’. Accompanied by Fizzback client, Ashley Cook of the Carphone Warehouse, John presented on the cutting edge technology that Fizzback and Carphone Warehouse use to harness the Voice of the Customer.
When interviewed about the day, John explained the importance of institutions such as the Henley Centre to act as a portal by which thought leading companies can share their vision of the future for Customer Experience Management. Taking place in the old house of W H Smith, the presentation could not have been situated in a more suitable location as John and Ashley touched on what they believed to be one of the most important aspects of customer engagement.
It is of paramount importance that companies engage their employees: companies need to concentrate on ensuring that they are empowering, motivating and aligning employees behind customer engagement, and this will in turn dramatically increase customer loyalty and revenue.
After the event Ashley Cook also explained how Fizzback has helped Carphone Warehouse create the complete customer centric organisation: ‘We are on a journey from a sales culture to a service culture and that journey fits in with our brand, products and business development. Fizzback allows us to understand this change and give us actionable data at a micro and macro level to move the business forward and shape the change.’
Carphone Warehouse use Fizzback in all of its UK retail stores and Sales Contact Centres to gather high volumes of quantitative and qualitative customer feedback which is used to drive staff behaviour and compensation. Based on the success of the UK implementation, Fizzback has been implemented across the European business with full multi-lingual capability.
For more information on how Fizzback increased Carphone Warehouse’s customer advocacy by 25 points in 9 months download the case study here or email Mike Cooper at [email protected].
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.
