Lastminute.com UK has expanded its ResponseTek customer experience management solution to lastminute.com Websites in France, Germany, Italy and Spain.

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.

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