Retail & Consumer Goods
Maximising basket size and customer loyalty while and minimising operational costs and stock levels have always been the keys to success for retailers, and these take on even more importance during economic downturn when customers scrutinise their spending to a far greater degree. Much time and money has been invested in loyalty schemes and spend tracking, but much of the insight provided lags behaviour. Some of the most powerful leading indicators are to be found from customer and experience insight, but traditional methods such as market research, focus groups and mystery shopping can fall short of the mark. The focus is often on what the company thinks is important to consumers, which may well differ from their customers’ view. And the questions asked are often so detached from the customer experience that the customers struggle to formulate a strong view, rather a watered down average of all their experiences. Response rates are often low, so reaching a significant volume can be time consuming and costly.
By opening up quick, easy mobile channels, Fizzback makes it easy for consumers to give feedback and the point of experience. They can quickly articulate their top of mind thoughts (what’s important to them) and continue about their business. As well as showing that they are prepared to listen, which our research shows is important to consumers, retailers and consumer goods manufacturers benefit from large volumes of rich information. Fizzback breaks this information down by topic, location and sentiment and relays it immediately to front-line staff, product and category managers and senior management via a Real-time Dashboard and Intelligent Alerts. Customers are informed immediately that they have been listened to and understood via Adaptive Responses, and can be reached out to further down the line to be informed of improvements made, or to be invited onto a Consumer Snapshot panel. In our experience, we’ve found that consumers are happy to keep a dialogue going with their providers, and this translates into greater levels of engagement, loyalty and spend.