Nielsen memperkirakan solusi yang tepat berpotensi menyelamatkan bisnis sebesar €1,6 miliar per tahun dalam bentuk hilangnya pendapatan akibat perputaran pelanggan di sektor Telco saja
Brussels – 18 January 2016 – Nielsen, a leading provider of consumer insights and information, has launched its new Customer Experience practice, incorporating the new Nielsen Listening Platform, an alliance with ResponseTek, a global leader in Customer Experience Management (CEM) software.
Penciptaan praktik Pengalaman Pelanggan yang baru merupakan pendorong yang kuat dari Ekonomi Pengalaman, langkah selanjutnya yang diperkirakan oleh organisasi yang berpusat pada pelanggan sebagai pendorong diferensiasi dan pertumbuhan komersial.
"Kami membantu bisnis untuk menciptakan diferensiasi yang lebih besar, meningkatkan daya tarik merek, dan mendorong pertumbuhan dengan memberikan pengalaman pelanggan yang unggul dan disesuaikan di seluruh titik kontak yang relevan dalam perjalanan pelanggan, sehingga merangkul Ekonomi Pengalaman," jelas Pemimpin Praktik Pengalaman Pelanggan Nielsen, Frank Martinez.
He continues: “The average company loses 10% of its customers each year. Moreover, acquiring a new customer can cost a business up to five times the amount it costs to retain an existing ones. Competition for consumers is fierce, so companies are looking for greater precision, understanding and control to ensure they’re meeting the increasing demands and expectations of their customers.”
Praktik NCX adalah kerangka kerja yang lengkap, omnichannel, dan end-to-end yang dirancang untuk itu:
- Memastikan pengalaman pelanggan diarahkan untuk memenuhi janji merek dengan cara yang memenuhi atau berpotensi melampaui harapan pelanggan, melalui pemetaan ekspektasi dan penentuan prioritas perjalanan
- Secara konsisten dan sistematis mengukur penyampaian pengalaman pelanggan di seluruh titik kontak perjalanan yang kritis dan untuk menindaklanjuti suara pelanggan (NPS, kepuasan, keluhan) secara real-time
- Memungkinkan bisnis untuk mengubah umpan balik dan wawasan pelanggan menjadi peningkatan operasional yang konkret dan menghasilkan analisis yang mendorong hasil bisnis (misalnya retensi)
Martinez explains: “Our alliance with ResponseTek delivers a unique end-to-end proposition that fuses cutting-edge transactional customer experience technology and market-leading advanced analytics and insights. Our clients will now be able to transform their businesses with much greater agility to drive targeted commercial outcomes. In addition to optimising customer experience through a better touchpoints definition process and performance measurement, it will also provide our clients with the ability to make decisions based on deeper insights.”
ResponseTek CEO Syed Hasan explains: “By working together, ResponseTek and Nielsen have redefined the underlying value proposition for an enterprise Customer Experience Management programme. The combination of our transactional customer experience data with Nielsen’s advanced analytics and customer insight gives organisations access to real-time intelligence on the delivery of their brand experience, and rapidly identifies key drivers to acquire and retain high value consumers.”
Praktik Nielsen Customer Experience, termasuk The Nielsen Listening Platform kini tersedia di seluruh Eropa untuk perusahaan-perusahaan di industri yang berorientasi pada layanan seperti Telekomunikasi, Ritel, Perjalanan, Otomotif, dan Jasa Keuangan, sebagai solusi bisnis transformatif, yang menempatkan pelanggan sebagai inti dari kesuksesan merek, penyampaian dan pengoptimalan layanan, serta tentu saja hasil komersial.
AKHIR
ABOUT NIELSEN
Nielsen Holdings plc (NYSE: NLSN) is a global performance management company that provides a comprehensive understanding of what consumers Watch and Buy. Nielsen’s Watch segment provides media and advertising clients with Total Audience measurement services across all devices where content—video, audio and text—is consumed. The Buy segment offers consumer packaged goods manufacturers and retailers the industry’s only global view of retail performance measurement. By integrating information from its Watch and Buy segments and other data sources, Nielsen provides its clients with both world-class measurement, as well as analytics that help improve performance. Nielsen, an S&P 500 company, has operations in over 100 countries that cover more than 90% of the world’s population. www.nielsen.com
TENTANG RESPONSETEK
ResponseTek is the global leader in action-based customer experience management (CEM) software with clients in over 60 countries serviced by offices in North America, Europe, India and Australia. The ResponseTek Listening Platform™ collects and analyses real-time feedback and sentiment from customers interacting with a company’s website, contact centres, retail and branch locations, field operations, and social platforms. Insights are delivered to the entire organisation through role-based reporting, and concrete actions are triggered to the frontline to help improve the brand experience, leading to increased revenue and reduced customer churn. For more information on ResponseTek, visit www.responsetek.com
CONTACT: Nielsen Customer Experience Practice Leader – frank.martinez@nielsen.com
VISIT: https://beta.nielsen.com/eu/en/solutions/nielsen-customer-experience.html
