To make smart decisions about how your brand is performing online, you need data—the right data. How you collect this data and how you analyse it are key components of how well informed your business will be as you guide your brand into the future.
Nielsen Sports' latest report examines not only the rising interest in para-sports and the Paralympics, its growing status as a media product and how the Games already works for partners, but also notes the opportunity it provides to change attitudes – and, critically, what that might mean for current and future para-sports sponsors.
Modern retail has long been guided by a powerful premise: the bigger, the better. But the retail landscape is shifting, and this mantra no longer holds true in all cases. This report explores the pain and pleasure points in global consumers' shopping experiences.
A major company with a complex call center environment was keen to get to improve the customer experience for those calling the call center requiring billing and support services. With such a high volume of calls, they wanted the ability not just to listen to their customers’ experiences, but also to be able to act upon their feedback to drive greater satisfaction and to ensure that customers would be less likely to churn.
This sizeable organisation had identified that large volumes of customers were experiencing dissatisfaction with their digital services, driving disgruntled customers to their call centre to complain. The company needed to identify the main causes of dissatisfaction amongst those interacting with the digital channel in order to improve the experience and reduce the number of customer complaints being made through the call centre.
A Global 500 company found their existing customer experience feedback programme to be too limited in terms of the volume of feedback generated, the cost of acquiring feedback and their ability to react to feedback as quickly as possible after the event. Their use of telephone interview provided too many limitations to their ambition of being more effective at delivering great service and reacting to any poor service experiences.
This Fortune 1000 company wanted to be able to acquire significantly more customer experience feedback in order to improve the services delivered to customers, but were suffering from extremely low response rates, despite spending significant sums on telephone interviews to try and achieve their goals.
Nielsen looks at the financial implications of customer churn in the Teleco marketplace in Europe, sizing the risk and providing solutions to help organisations manage customer churn in order to save revenue and protect their business from revenue loss.