SSP put a smile on the face of every customer
(PRWEB UK) 25 July 2013 -- SSP, the largest owner, operator and franchisee of food, beverage and other concessions at major travel hubs, are inviting customers to feed back on their experiences, ideas and questions in real time using eDigitalResearch’s Customer Experience Management solution eCustomerConnect. With brands such as Upper Crust, Pumpkin and Caffè Ritazza serving hundreds of customers every day, SSP is now able to bring the voice of the customer closer to the heart of their business and promote their customer strategy.
Thanks to the massive uptake of new technologies (60% of UK consumers now own a smartphone according to eDigitalResearch’s latest results) there has been a big shift in consumer behaviour in recent years. Consumers are now driving change, engaging with brands on their own terms and wanting instant gratification. As a result, there is a growing expectation amongst consumers that they can share their experiences, get involved with brands and connect themselves to the business – eCustomerConnect allows consumers to do exactly this.
Feedback from customers automatically triggers an alert to SSP UK’s customer experience team who work with managers across the business to resolve any issue. Positive comments, suggestions and ideas are shared amongst team members, helping to boost engagement.
Bob Di Giuseppe, director of operational excellence at SSP UK, comments, “We now have even more information on what our customers are telling us and can respond with one voice. The involvement from customers has been fantastic. We’re currently seeing around 250 responses every day, with almost half (47%) taking part in the feedback process from their mobile or tablet device”.
Michelle Fuller, Joint CEO at eDigitalResearch, explains, “With eCustomerConnect, every customer now has the chance to be a mystery shopper. With the introduction of new technologies and social media platforms, consumers now expect to be able to share their experiences, good and bad, with brands. 86% of all responses to the programme are those sharing their positive experiences with SSP demonstrating just how much consumers nowadays want to feedback, get involved and help to grow their favourite brands”.
Launched earlier in 2013, SSP is already seeing the benefits and huge potential that eDigitalResearch’s eCustomerConnect solution can offer them. Discussing the relationship with eDigitalResearch, SSP UK’s Bob Di Giuseppe explains, “They are highly responsive and flexible. It’s a true partnership: we’ve succeeded in building a bespoke system to capture our customers’ thoughts and experiences of a very complex and diverse business”.
To read more about how SSP are putting a smile on the face of every customer thanks to eDigitalResearch’s eCustomerConnect solution, please complete the following short registration survey for a copy of the full case study: https://ecustomeropinions.com/survey/survey.php?sid=831139877.
Lisa Bonczyk, eDigitalResearch, http://www.edigitalresearch.com, 01489 772920, [email protected]
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