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Telecommunications & Media |
Retail & Consumer Goods |
Financial Services & Insurance |
Transportation & Travel |
Leisure & Entertainment |
Telecommunications & MediaThe telecommunications and media industries are undergoing unprecedented technological and business model transformation. Convergence of services, devices and revenue models has created significant opportunities, but also real challenges for providers, and at times it’s the customer experience elements that are last to catch up. Telecommunications operators are rapidly introducing information and entertainment based content products to replace declining voice revenues, and media companies are finding ever more creative channels to take their content to market. The battle for supremacy is being keenly fought, sometimes quite publicly. In the confusion, one thing’s for sure – customers will vote with their feet. The providers that make life easy for their customers, provide a differentiated experience and help them through the maze of options are the likely winners. Taking that experience-centric approach requires cross-functional buy-in to a designed customer experience, the ability to listen to customers en masse, and the agility to take rapid action, staying ahead of the curve. Fizzback helps service providers to reach out to their customers at key moments of truth throughout the customer lifecycle, getting a read on how well they’re meeting customer expectations. This information allows senior management to steer by voice of customer, customer care to proactively reach out to ‘at-risk’ customers, store managers to encourage a service culture and marketing to more successfully launch new offerings. Our experience has shown that with the right organisational commitment, rapid improvements in customer loyalty and advocacy can be realised. |
Retail & Consumer GoodsMaximising basket size and customer loyalty while minimising operational costs and stock levels have always been the keys to success for retailers, and these take on even more importance during economic downturn when customers scrutinise their spending to a far greater degree. Much time and money has been invested in loyalty schemes and spend tracking, but much of the insight provided lags behaviour. Some of the most powerful leading indicators are to be found from customer and experience insight, but traditional methods such as market research, focus groups and mystery shopping can fall short of the mark. The focus is often on what the company thinks is important to consumers, which may well differ from their customers’ view. And the questions asked are often so detached from the customer experience that the customers struggle to formulate a strong view, rather a watered down average of all their experiences. Response rates are often low, so reaching a significant volume can be time consuming and costly. By opening up quick, easy mobile channels, Fizzback makes it easy for consumers to give feedback and the point of experience. They can quickly articulate their top of mind thoughts (what’s important to them) and continue about their business. As well as showing that they are prepared to listen, which our research shows is important to consumers, retailers and consumer goods manufacturers benefit from large volumes of rich information. Fizzback breaks this information down by topic, location and sentiment and relays it immediately to front-line staff, product and category managers and senior management via a Real-time Dashboard and Intelligent Alerts. Customers are informed immediately that they have been listened to and understood via Adaptive Responses, and can be reached out to further down the line to be informed of improvements made, or to be invited onto a Consumer Snapshot panel. In our experience, we’ve found that consumers are happy to keep a dialogue going with their providers, and this translates into greater levels of engagement, loyalty and spend. |
Financial Services & InsuranceFinancial service and insurance providers face large amounts of competition for customers, with the internet breaking down barriers to entry and reducing switching costs. Customers are no longer bound to their nearest branch, and products have become somewhat commoditized. As a result, they need to be more creative in building customer loyalty and maximising the number of products each customer has. The battleground has become the customer experience. Time starved customers expect their interactions to be quick, easy and painless. Fizzback extends this concept into the feedback process by making it quick, easy and painless to give feedback on their overall experience within branches, on the internet and over the phone. Providers can learn where value is being created and destroyed at key moments of truth, using this information to refine their operations, delight customers, and maximise lifetime value. |
Transportation & TravelIn times of rising fuel costs and stiff competition, keeping passengers satisfied is critical in the transportation sector. However, traditional customer surveys only touch a small percentage of the customer base, the mechanism is often paper-based and takes time to collate and analyse, and is often such a painful exercise for passengers that the quality and completeness of data suffers. Fizzback makes it easy for passengers to submit their top of mind thoughts, while they’re still on board. The simplicity of the system (sending an SMS or a mobile email) ensures that large volumes of feedback are collected and the passengers feel satisfied to see an immediate contextual response. Key front-line staff, for example, drivers, depots and station managers are alerted to deal with complaints rapidly, and senior management get a clear picture of the experience being delivered at the front-line. |
Leisure & EntertainmentMore so than almost any other industry, leisure and entertainment providers live or die by the customer experience they provide. People are giving up their free time and expect to be rewarded! Despite this, it’s often very difficult for consumers to give feedback about their experience, and are often reluctant to confront staff, who may be powerless to make a difference. Fizzback allows consumers to give their feedback right into the heart of the provider, in a simple and easy manner. This information is vital to senior management, ensuring that they have all the information necessary to enhance the experience they provide, ensuring that visitors come again and again, and bring their friends. Front-line staff can also be alerted to deal with issues that they are empowered to resolve. |
