Improve Customer Advocacy
One thing is certain – your customers are talking. Word of mouth has always been a very powerful marketing tool: how many times have you visited a restaurant based on a friend’s recommendation versus responded to an advertisement? And in the new web 2.0 world, with social networking, blogs, forums and review sites, getting it wrong for one customer can soon lead to negative word-of-mouth on a large scale.
Fizzback works with brands to solicit the opinion of customers at key moments of truth: while they’re still immersed in their experience of a product or service, after a customer service call or even after receiving a marketing offer. We do this by opening up multiple channels such as SMS text, email, voice and the web. Customers can quickly and easily articulate why they would or wouldn’t recommend your product or service to a friend, giving you the ability to reach out to that consumer immediately, and change their mind if required!
FIzzback works not just to measure advocacy, but to provide the vital details behind metrics like Net Promoter Score*, and give companies the right information at the right time in order to improve.
*Net Promoter Score is a trademark of Bain & Company