Strong Momentum for Fizzback

I featured Fizzback in a post about 2 months ago.
At the time we were postulating that in a shrinking market, retailers and other service providers would need to gain market share to keep growing or maintain profitability.
Gaining market share usually means giving customers what they want. This in turn requires very careful listening to customer's requirements.
Fizzback does this in a sophisticated but automated way, enabling large numbers of customers to engage in 'dialogue' at relatively low cost.

The Xmas sales data currently being announced show that not all retailers have been caned to the same extent by the market. Clearly those who have been listening hardest and implementing effectively have done better than others.

Fizzback continues to win high profile accounts.

For example, last month, The Carphone Warehouse selected the Fizzback Engagement Platform to assess their customer experience, improve advocacy and drive superior employee performance.
Ashley Cook, The Carphone Warehouse’s Business Operations Director said: “We’re committed to offering the best customer service on the high street. Fizzback gives us a new level of visibility into the in-store customer experience and provides actionable insight into areas for improvement.”

Carphone joins the list of household names now using Fizzback. They include: T-Mobile, Phones 4U, National Express, Virgin Trains, Sky, HMV, M&S, William Hill and others.

Positive customer service experiences happen all the time, but the feelings they evoke have a shorter half-life than very negative experiences. Therefore the key is to capture experiences as they happen, not days, weeks or even months after the event.
Positive comments help companies to reinforce areas that they are succeeding in, passing these best practices across the organisation, and are a great way to motivate and reward staff.

In summary, making it easy for consumers to tell you how they feel during (not after) their experience with the brand yields large volumes of high quality feedback. This approach taps into a previously 'silent majority' of consumers, ensuring an accurate representation of sentiment and giving brands the opportunity to begin a constructive dialogue with a large portion of their customer base.

In December, Fizzback received just short of 2m customer contacts. This channel split is reflected below.

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• Fizzback tops them all!
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Fizzback tops them all!

In the month in which lots seem to have happened with TAG companies, Fizzback's winning Supplier of the Year to the Retail industry must take the top spot. Retail Week - the leading journal for Retailers runs something called the European Retail Solutions award. Fizzback won the award in the Best Use of Technology in a Hospitality and Leisure environment for their work with Bourne leisure which enables Instant Customer Feedback via a variety of channels including SMS, email and voice. This would have been almost expected given the innovative solution it offers for this environment, but to go on to be the overall winner of The Supplier of the Year - against competition like BT, NCR, Torex, Bazaarvoice etc was some achievement for a company which only launched its service less than 2 years ago. Their work with Marks and Spencer was also shortlisted. This important award comes shortly after being awarded 'cool vendor' status by Gartner. Fizzback was included in the list of "Cool Vendors" in the “Cool Vendors in CRM Customer Service, 2008” by Michael Maoz & Ed Thompson” report by Gartner, Inc. Gartner defines a cool vendor as a company that offers technologies or solutions that are: Innovative, enable users to do things they couldn't do before; Impactful, have, or will have, business impact (not just technology for the sake of technology). The report covers vendors that offer innovative approaches and technology for improving the customer experience during service interactions. The report highlights the primary importance of the customer experience and begins “Businesses expend tremendous amounts of money and energy on marketing and sales, yet lose customers by providing inferior service experiences.” Fizzback enables companies to have meaningful conversations with their customers via mobile devices. The journey begins with customer feedback at the point of experience, initiating a two-way dialogue that builds customer engagement, and ultimately drives advocacy. A unique artificial intelligence engine lies at the heart of the Fizzback system, driving large volumes of customer conversations at a low cost. Instant, tailored responses are provided to the customer, and front-line employees are alerted to take relevant action. Through an interactive dashboard, executives have a real-time insight into the 'voice of customer', including mission critical metrics such as net promoter score and propensity to defect. Fizzback is one to watch - as Fred predicted in Feb 07. Fizzback is backed by TAG and Advent Venture Partners

Some recent press coverage on Fizzback: Retail Week Customer Service Manager The Retail Bulletin Mobile Today