| Case Study: Budget's use of cell phones to get instant customer feedback |
Identifying dissatisfied customers and addressing their problems is helping Budget Rent A Car to retain customers and build brand loyalty. Find out how Budget SA is using the mobile channel to get instant feedback and respond quickly and effectively to customer complaints.
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| Technology: Short codes and text messaging: easy-to-use, relevant and entertaining |
CSC's (Common Short Codes) provide an easy way for consumers to interact with their favorite brands by text message. There are approximately 2,600 CSCs in use in the United States. Text messaging is available on approximately 99% of handsets today so it provides the opportunity for brands to target a very large base of consumers. Read more |
| New Product: Real time guest feedback and service recovery for restaurants |
Touchwork recently launched txtandtell for Restaurants, the first text messaging based system that lets restaurant operators obtain real time feedback from guests about their dining experience, identifies dissatisfied customers, enables rapid service recovery and supports a loyalty program to encourage repeat visits.
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| Customer Experience: The customer is everything |
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 According to a recent survey, 80 percent of consumers will never go back to a company after a negative experience. On a positive note, outstanding service is the number one reason customers continue to do business with a company or recommend it to others. These facts highlight the value of delivering an exceptional customer experience.
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| Latest Book: Satisfied customers tell three friends, angry customers tell 3,000 |
Read the latest book from Pete Blackshaw, Executive Vice President of Strategic Services at Nielsen Online entitled: "Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000" for an excellent review of how power has shifted to consumers in today's world of consumer generated content (CGM).
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