尼尔森预测，仅在电信领域，正确的解决方案每年就有可能为企业节省 16 亿欧元的客户流失收入损失。
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.
新客户体验实践的创建是体验经济的强大推动力，是以客户为中心的组织预见到的下一步行动，是差异化和商业增长的驱动力。
"尼尔森客户体验业务主管弗兰克-马丁内斯（Frank Martinez）解释说："我们正在帮助企业通过在客户旅程的所有相关接触点提供卓越的定制化客户体验，从而拥抱体验经济，创造更大的差异化，提高品牌吸引力并推动增长。
他继续说道："平均每家公司每年会流失 10%的客户。 此外，获取一个新客户的成本可能是留住一个老客户成本的五倍。 争夺消费者的竞争十分激烈，因此企业正在寻求更高的精确度、理解力和控制力，以确保满足客户日益增长的需求和期望。
NCX 实践是一个成熟的全渠道端到端框架，旨在
- 通过绘制期望图和确定旅程优先级，确保客户体验以满足或可能超越客户期望的方式实现品牌承诺
- 持续、系统地衡量关键旅程接触点的客户体验交付情况，并对客户的声音（NPS、满意度、投诉）采取实时行动
- 使企业能够将客户反馈和洞察力转化为具体的运营改进，并生成可推动业务成果（如客户保留率）的分析结果
Martinez 解释说："我们与 ResponseTek 的合作提供了独特的端到端解决方案，融合了尖端的交易型客户体验技术和市场领先的高级分析与洞察力。 现在，我们的客户将能够以更高的灵活性实现业务转型，推动目标商业成果的实现。 除了通过更好的接触点定义流程和绩效衡量来优化客户体验外，它还将为我们的客户提供基于更深入洞察的决策能力。
ResponseTek 首席执行官 Syed Hasan 解释说："通过合作，ResponseTek 和尼尔森重新定义了企业客户体验管理计划的基本价值主张。 我们的交易型客户体验数据与尼尔森的高级分析和客户洞察力相结合，使企业能够获得有关品牌体验交付的实时情报，并迅速确定获取和留住高价值消费者的关键驱动因素。
尼尔森客户体验业务，包括尼尔森倾听平台，现已在欧洲范围内向电信、零售、旅游、汽车和金融服务等服务型行业的公司提供，作为一种变革性的业务解决方案，将客户置于品牌成功、服务交付和优化，当然还有商业成果的核心位置。
结束
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
关于 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
