Fizzback and Marks & Spencer were the recipients of a prestigious award in recognition of the “Your M&S, your comments” campaign. Winners in the category “Best Use of In-Store Marketing Technology in Retail” at the Retail Systems Awards, Marks & Spencer’s Retail Engagement Manager Helena Rabbitte was joined on stage by Fizzback’s Pierre Lever and John Coldicutt to receive the award from the host, comedian Tony Hawks.

Fizzback has been working with Marks & Spencer since October 2007 to help them engage both their customer and employees. In-store signs asking for feedback via Fizzback communication channels have allowed Marks & Spencer’s customers to express their comments, suggestions, questions and compliments about any aspect of their shopping experience, giving the retailer unprecedented insight into the mood of their customers. Fizzback later enlisted customers that had given feedback into a customer panel, with a response rate of 75 percent, a staggering measure of how engaged Marks & Spencer’s customers are.

Employee feedback has been encouraged through calls for feedback in the staff magazine, at employee conferences and by the proactive polling of their Plan A champions. Marks & Spencer views the role their people have in driving superior customer experiences as critical. Employees are able to give their perspective on what works well, and what could be improved, at the time it occurs to them.

Marks & Spencer Service Design Manager Tim Robson states: “We’re excited about our work with Fizzback and delighted they have been recognised by the judges at these Retail Awards.”

Fizzback CEO Rob Keve continues: “We’re very proud to be helping leading brands like Marks & Spencer to create world-class customer experiences by listening to and acting upon the comments of both their customers and employees. The combination of employee and customer engagement is something we regard as best practice, and very much deserving of this prestigious award.”

About Fizzback

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.

Contact: 0845 067 1000