Nielsen prevede che le giuste soluzioni potrebbero potenzialmente far risparmiare alle aziende 1,6 miliardi di euro all'anno di mancati introiti dovuti al churn dei clienti nelle sole Telco.
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.
La creazione di una nuova pratica di Customer Experience è un potente fattore abilitante dell'Experience Economy, la prossima mossa che le organizzazioni incentrate sul cliente prevedono sia il motore della differenziazione e della crescita commerciale.
"Stiamo aiutando le aziende a creare una maggiore differenziazione, ad aumentare l'attrattiva del marchio e a guidare la crescita offrendo una customer experience superiore e personalizzata attraverso tutti i punti di contatto rilevanti del customer journey, abbracciando così l'Experience Economy", spiega Frank Martinez, Nielsen Customer Experience Practice Leader.
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.”
La pratica NCX è un framework completo, omnichannel e end-to-end, progettato per:
- Assicurarsi che l'esperienza del cliente sia diretta a mantenere la promessa del marchio in modo da soddisfare o potenzialmente superare le aspettative dei clienti, attraverso la mappatura delle aspettative e la prioritizzazione del viaggio.
- Misurare in modo coerente e sistematico l'esperienza del cliente attraverso i punti critici di contatto del viaggio e agire sulla voce del cliente (NPS, soddisfazione, reclami) in tempo reale.
- Consentire alle aziende di convertire i feedback e le intuizioni dei clienti in miglioramenti operativi concreti e generare analisi che favoriscano i risultati aziendali (ad esempio, la fidelizzazione).
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.”
La practice Nielsen Customer Experience, che include la Nielsen Listening Platform, è ora disponibile in tutta Europa per le aziende di settori orientati ai servizi come le telecomunicazioni, il retail, i viaggi, l'automotive e i servizi finanziari, come soluzione aziendale trasformativa, che pone i clienti al centro del successo del marchio, della fornitura e dell'ottimizzazione dei servizi e, naturalmente, dei risultati commerciali.
FINE
SU 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
INFORMAZIONI SU 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
