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Ashley Cook - Act rapidly
Ashley Cook, Business Operations Director at The Carphone Warehouse, on the benefits of using Fizzback - Act Rapidly
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Ashley Cook - Build a Service Culture
Ashley Cook, Business Operations Director at The Carphone Warehouse, on the benefits of using Fizzback - Build a Service Culture
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Ashley Cook - Drive by Voice of Customer
Ashley Cook, Business Operations Director at The Carphone Warehouse, on the benefits of using Fizzback - Drive by Voice of Customer
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Ashley Cook - Drive Loyalty & Advocacy
Ashley Cook, Business Operations Director at The Carphone Warehouse, on the benefits of using Fizzback - Drive Loyalty & Advocacy
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Ashley Cook - Operate Efficiently
Ashley Cook, Business Operations Director at The Carphone Warehouse, on the benefits of using Fizzback - Operate Efficiently
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Ashley Cook - Strategic importance of listening
Ashley Cook, Business Operations Director at The Carphone Warehouse, on the benefits of using Fizzback - Strategic importance of listening
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Garry Doyle - Act Rapidly
Garry Doyle, Sales Director at Meteor on the benefits of using Fizzback - Drive loyalty & advocacy
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Garry Doyle - Build a service culture
Garry Doyle, Sales Director at Meteor on the benefits of using Fizzback - Build a service culture
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Garry Doyle - Drive by voice-of-customer
Garry Doyle, Sales Director at Meteor on the benefits of using Fizzback - Drive by voice-of-customer
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Garry Doyle - Drive loyalty & advocacy
Garry Doyle, Sales Director at Meteor on the benefits of using Fizzback - Drive loyalty & advocacy
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Garry Doyle - Engage all customers
Garry Doyle, Sales Director at Meteor on the benefits of using Fizzback - Engage all customers
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Garry Doyle - Operate Efficiently
Garry Doyle, Sales Director at Meteor on the benefits of using Fizzback - Operate Efficiently
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Garry Doyle - Strategic importance of listening
Garry Doyle, Sales Director at Meteor on the benefits of using Fizzback - Strategic importance of listening
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Lee Mostari - Act rapidly
Lee Mostari, Voice of the Customer Manager, on the benefits of using Fizzback - Act Rapidly
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Lee Mostari - Build a service culture
Lee Mostari, Voice of the Customer Manager, on the benefits of using Fizzback - Build a service culture
Play
Lee Mostari - Drive by voice-of-customer
Lee Mostari, Voice of the Customer Manager, on the benefits of using Fizzback - Drive by voice-of-customer
Play
Lee Mostari - Drive loyalty & advocacy
Lee Mostari, Voice of the Customer Manager, on the benefits of using Fizzback - Drive loyalty & advocacy
Play
Lee Mostari - Engage all customers
Lee Mostari, Voice of the Customer Manager, on the benefits of using Fizzback - Engage all customers
Play
Lee Mostari - Operate efficiently
Lee Mostari, Voice of the Customer Manager, on the benefits of using Fizzback - Operate efficiently
Play
Lee Mostari - Strategic importance of listening
Lee Mostari, Voice of the Customer Manager, on the benefits of using Fizzback - Strategic importance of listening
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Nicholas Fisher - Acting rapidly
The dedicated Fizzback rapid-response team are empowered to validate, verify and deal with issues reported in real-time through Fizzback
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Nicholas Fisher - Building a service culture
Reduced compaints has enabled agents to spend longer with customers, dealing with their issues more effectively
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Nicholas Fisher - Driving by voice-of-customer
Real-time customer feedback provides the level of detail required to drive business decisions
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Nicholas Fisher - Driving loyalty & advocacy
Increasing compliments from customers is testament to the improvements made across the business
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Nicholas Fisher - Operating efficiently
A 61% reduction in complaints has resulted from getting things right across the business. Agents are now achieving a 99.5% first call resolution rate
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Nicholas Fisher - Strategic importance of listening
Direct customer feedback drives the most important metrics, building a competitive advantage
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Tom Shorten - Acting rapidly
Deal with issues immediately and significantly reduce the cost to serve customers
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Tom Shorten - Building a service culture
Drive employee remuneration and put service into the heart of the business
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Tom Shorten - Driving by voice-of-customer
Listening to customers express experiences in their own words provides vital information to improve business processes
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Tom Shorten - Driving loyalty & advocacy
36 point improvement in advocacy by rapidly turning detractors into promoters
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Tom Shorten - Engaging all customers
Engage everyone, not just a sample in order to improve satisfaction and recover all at-risk customers
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Tom Shorten - Strategic importance of listening
Embracing 24/7 feedback and doing the right thing by customers ensures a better and more successful place to work
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