Store Experience Survey Incorporates Voice of Customer into Decisions
Vancouver, BC – September 20, 2007 –ResponseTek Networks (http://www.responsetek.com), today announced that leading sports equipment retailer The Forzani Group Ltd. (FGL) has expanded its ResponseTek:CEM solution with a real-time store experience survey. The on-demand customer experience software reports on the customer experience in every Sport Chek and Coast Mountain Sports store across Canada.
Following a visit, customers are invited to provide details about their experience at the store, including the store environment, staff, and products, and to identify improvements that are most important to them.
ResponseTek:CEM delivers the responses in real-time, allowing The Forzani Group to quickly incorporate the voice of their customer into the business. One-glance reports will identify top performers and areas to improve while region and district managers will receive Experience Dashboards that highlight how their part of the business is performing and pinpoint areas requiring attention. One-to-one communication tools enable individual issue resolution.
ResponseTek:CEM filters responses on multiple variables enabling targeted improvements. For example, using net advocacy scores (customers’ likelihood to recommend the business) combined with store location and experience-specific details from customers, head office can identify improvements specific to locations and draw a link between experiences and a customer’s likelihood to recommend the store or return in the future.
The store experience solution works in concert with FGL’s existing ResponseTek:CEM solutions to ensure that they are consistently delivering the experiences that their customers expect, regardless of channel.
“Online and in-store are our most critical customer interaction channels,” explains Sandra Eichel, Manager of Operations and Systems Training. “The detail-rich information we get from ResponseTek will allow us to review the customer service in our stores and develop a plan to improve not only the perception, but the reality of the customer experience.”
“ResponseTek is excited to continue expanding our relationship with the Forzani Group as they work on getting closer to every customer experience in their stores,” said Syed Hasan, ResponseTek CEO. “They are demonstrating a true commitment to customer experience by expanding how they listen and use the voice of their customer across all channels.”
www.forzanigroup.com.
About ResponseTek
ResponseTek Networks Corp. (http://www.responsetek.com) enables Global 2000 firms to increase revenues and profits by building customer advocacy and reducing customer defection. The company’s on-demand Customer Experience Management (CEM) software helps organizations continually improve how they deliver their customer promise by driving the right information to the right people at the right time. Clients include Aon, Barclays, HSBC,T-Mobile, Pacific Blue Cross, WestJet, and Xerox.
For information:
Sarah Stephen
[email protected]
1-604-484-2900
