Financial Services & Insurance
Financial 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.