LONDON, Sept 20, 2010 – Fizzback today announces that The Phone House, part of Best Buy Europe has selected the Fizzback Engagement Platform to enhance their customers’ experience, improve advocacy and drive superior employee performance in 1,600 Phone House stores across Europe.
Building on the successful partnership between Fizzback and The Carphone Warehouse in the UK, where the service has driven significant improvements in customer advocacy across over 800 stores, Best Buy Europe has extended Fizzback across the entire 2,400 store European retail estate, operating under the Phone House brand, in eight countries; France, Spain, Germany, Belgium, the Netherlands, Sweden, Portugal and Ireland.
The Fizzback system provides a revolutionary approach to gathering feedback and driving service excellence by reaching out to customers after retail transactions, listening to their top-of-mind thoughts and taking immediate action to resolve any issues.
Store Managers will be able to understand the drivers of customer satisfaction and the relative performance of both the colleagues within their store, and their store against other stores across the group. The information provided will form the perfect basis for coaching, rewards and recognition.
Effective customer experience management is central to The Phone House’s core business of helping customers understand technology, ensuring that their customers are satisfied with in-store service is critical to ensure they keep coming back, and recommend The Phone House to their friends and family. This virtuous cycle of customer loyalty and advocacy is core to the company’s growth strategy.
Steve Blan, BBE Retail Director states: “We’re committed to offering the best customer service on the high street, in every country we operate in. Fizzback has already proven itself to be a service critical to this mission, having driven significant improvements over the last 18 months in the UK. It makes complete sense to roll the service across Europe. ”
According to Fizzback CEO Rob Keve: “We’re thrilled to be extending our services to Europe’s largest independent mobile phone retailer, helping them to align their whole organisation behind delivering best-in-class customer experiences.”
Fizzback helps brands to engage with their customers. The Fizzback™ service solicits instant customer feedback at the point of experience and employs a unique artificial intelligence engine to understand the nature, sentiment and tone of comments. Tailored responses are generated and delivered in real-time, driving meaningful conversations. Relevant staff are intelligently alerted, enabling companies to resolve customer issues quickly, and an interactive dashboard, including KPIs and verbatim customer feedback, helps senior management drive their business by voice-of-customer.
Fizzback™ is being used by companies determined to innovate and differentiate themselves through a superior customer experience. In practical terms it is like being able to walk the shop floor 24/7, listening to what your customers are saying and acting upon their insights.
Headquartered in London, Fizzback is privately owned and backed by Advent Venture Partners and Nauta Capital.
Contact: 0845 067 1000
About Best Buy and The Carphone Warehouse
In 2006 Best Buy established a partnership with the Carphone Warehouse to bring its business model and mobile phone expertise to the US market under the banner ‘Best Buy Mobile’. Two years later, Best Buy acquired 50% of the Carphone Warehouse’s European and US retail interests for £1.1billion, creating Best Buy Europe. The new venture is designed to accelerate the development of Carphone Warehouse’s retail proposition and to introduce Best Buy stores across Europe, beginning in the UK in spring 2010.
For more information go to www.bestbuy.co.uk.
About Best Buy Co., Inc.
With operations in the United States, Canada, Europe, China, Mexico and Turkey, Best Buy is a multinational retailer of technology and entertainment products and services with a commitment to growth and innovation. The Best Buy family of brands and partnerships collectively generates more than $49 billion in annual revenue and includes brands such as Best Buy; Best Buy Mobile; Audiovisions; The Carphone Warehouse; Future Shop; Geek Squad, Five Star; Magnolia Audio Video; Napster; Pacific Sales; The Phone House; and Speakeasy. Approximately 180,000 employees apply their talents to help bring the benefits of these brands to life for customers through retail locations, multiple call centers and Web sites, in-home solutions, product delivery and activities in our communities. Community partnership is central to the way we do business at Best Buy. In fiscal 2010, we donated $25.2 million to improve the vitality of the communities where our employees and customers live and work. For more information about Best Buy, visit www.bby.com.
