Lastminute.com Measures Customer Experience with ResponseTek:CEM

By Susan J. Campbell

TMCnet Contributing Editor

 

ResponseTek Networks, a global supplier of Customer Experience Management (CEM) software and services, has announced that lastminute.com UK has expanded its ResponseTek:CEM solution to lastminute.com Websites in France, Germany, Italy and Spain.

 

In addition, the group has added the ResponseTek:CEM solution to Travelocity UK, Holiday Autos UK, Onlinetravel Corporation UK, and Travelprice Italy and Spain, for a total of ten companies under the lastminute.com brand. The scalable, on-demand solution is positioned as helping Global 2000 companies continuously improve by integrating customer experience insights into business processes.

 

Each of lastminute.com’s Websites has a ResponseTek:CEM customer-initiated collector available to gather customer’s feedback on their experiences. Contact center staff are able to respond to the customer directly in the same language in order to improve the customer experience. Aggregate information is then used in the ResponseTek:CEM solution from all customer feedback sessions in an effort to drive enhancements to company processes to achieve an improved experience for all customers.

 

The solution enables lastminute.com to evaluate overall customer experience across each of its brands and countries. As a result, the company can leverage the information to identify top performing brands and products and establish regional performance benchmarks.

 

According to Brent Hoberman, lastminute.com co-founder and chairman, one of the company’s guiding principles is to delight its customers and if this is not being done, lastminute.com needs to know very quickly. With ResponseTek:CEM, lastminute.com can identify why one of its brands is performing better in a particular country and then apply that knowledge to improve other brand and product performance.

 

Syed Hasan, ResponseTek CEO, contributed that since ResponseTek started working with lastminue.com in 2003, the online travel and lifestyle agent has solidified their position as a leader in the online travel industry, using real-time customer information to deliver the experiences that their customers expect.

 

Hasan continued that by selecting ResponseTek:CEM to measure customer experience across several countries, lastminute.com is accessing information that will accelerate business improvements and ensure consistency.

Lastminute.com has taken an important step in establishing itself as the ultimate service provider. The Internet has made travel services such as those provided by lastminute.com companies easily accessible throughout the world. However, customers are quick to take their business elsewhere if their travel experience is less than stellar due to lack of service from the provider.

 

By collecting and measuring customer experience information, lastminute.com is ensuring that strategies across its multiple brands are customer-centric. The company is proving its innovative philosophies by understanding that satisfying customer experiences help drive revenues and to keep on a path of growth, the company has to be willing to deliver what the customer wants. This type of approach can ensure differentiation in the market and long-term growth.

Susan J. Campbell is a contributing editor for TMC and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.