New York, NY – July 13, 2015 – Nielsen, a leading global provider of information and insights into what consumers watch and buy, today announced an extension of its existing global alliance with ResponseTek, a global leader in customer experience management (CEM) software. Together, Nielsen and ResponseTek are bringing to the U.S. a powerhouse customer experience solution through a new global solution for clients: the Nielsen Listening Platform.
The Nielsen Listening Platform merges customer experience management software tools with key business insights to help drive operational advancement for brands and businesses. Organizations will now have the ability to manage performance at an individual consumer and store-level through transactional surveys and real-time reporting to convert new insights into concrete operational improvements. For the first time, businesses are able to link attitudes about the customer experience with actual purchase behavior, transforming static customer experience reporting into dynamic, business improvement tools.
“In this global, digital era, customer experience is a critical differentiator for companies operating in the service sector,” says Mike de Vere, managing director, consumer insights, Nielsen. “The partnership creates a unique end-to-end customer experience management solution that brings together industry trends, consumer research and transaction-level insights. With this combined approach, today’s businesses can translate real-time, customer feedback from anywhere around the world into concrete business improvements that can positively affect consumers.”
“By working together, ResponseTek and Nielsen have redefined the value proposition for an enterprise customer experience program,” says Syed Hasan, CEO of ResponseTek. “Combining our stream of transactional customer experience data with Nielsen’s purchase and consumer insights, organizations will get real-time intelligence into the delivery of their brand experience to existing customers and learn key drivers to acquire additional high value consumers.”
The Nielsen Listening Platform is available now in North America to customers in service-oriented sectors such as retail, telecom and financial services as a transformative solution for putting customers at the heart of brand success.
Nielsen N.V. (NYSE: NLSN) is a global performance management company that provides a comprehensive understanding of what consumer Watch and Buy. Nielsen’s Watch segment provides media and advertising clients with Total Audience measurement services across all devices where content – video, audio and text- is consumed. The Buy segment offers consumer packaged goods manufacturers and retailers the industry’s only global view or retail performance measurement. By integrating information from its Watch and Buy segments and other data sources. Nielsen provides its clients with both world-class measurement as well as analystics that help improve performance. Nielsen, a S&P 500 company, has operations in over 100 countries that cover more than 90% of the world’s population. For more information, visit www.nielsen.com.
ResponseTek is the global leader in customer experience management (CEM) software with clients in over 60 countries serviced by offices in North America, Europe, India and Australia. The ResponseTek Listening Platform™ collects and analyzes feedback and sentiment in real-time from customers interacting with a company’s website, call centers, retail locations, field operations, and social platforms. Based on customer feedback analysis, we provide concrete actions to both front-line and executives to improve the brand experience that leads to increased revenue and reduced customer churn. For more information on ResponseTek, visit www.responsetek.com
Genevieve Aronson, 914.393.2829, Genevieve.Aronson@nielsen.com