New Nielsen Practice Expands CEM Partnership

In Europe, Nielsen has launched a Customer Experience practice, building on its alliance with CEM software firm ResponseTek and centred around the Nielsen Listening Platform, a real-time customer feedback platform the two announced a year ago.

The new practice promises clients help in differentiating their products and services, using expectation mapping and journey prioritisation to ensure customer experience delivers on brand promise; and providing an end-to-end framework for measuring and acting upon customer feedback in real time.

The Listening Platform was launched a year ago, measuring feedback as it happens and bringing advanced analytics to bear on it, allowing clients to 'manage performance at an individual consumer level, across all channels and touchpoints... both offline and online'.

The services of the new practice are now available across Europe to companies in service-oriented industries including telecom, retail, travel, automotive and financial services.

UK-based Frank Martinez, previously Nielsen's VP Europe, Technology / Telecom and Sports UK, and a former Nokia and Vodafone exec, will head up the new practice as Head of Customer Experience Europe. Martinez says in an environment where the average company loses ten percent of its customers each year and 'competition for consumers is fierce', the new practice aims to help clients deliver 'a superior and customised customer experience across all relevant touchpoints of the customer journey'.

ResponseTek CEO Syed Hasan says the partners have 'redefined the underlying value proposition for an enterprise CEM programme'. He explains: 'The combination of our transactional customer experience data with Nielsen's advanced analytics and customer insight gives organisations access to real-time intelligence on the delivery of their brand experience, and rapidly identifies key drivers to acquire and retain high value consumers'.

Web sites: www.responsetek.com and www.nielsen.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.

• ResponseTek
• All news