NICE's Retail Division of Shell Adopts NICE Fizzback Voice of the Customer Solution

NICE Systems (News - Alert) is a provider of intent-based solutions that capture and analyze interactions and transactions, realize intent, and extract and leverage insights to deliver impact in real time. It offers a number of products and solutions to enhance the customer experience, including churn reduction, customer satisfaction, mobile reach and Voice of the Customer (VoC).

NICE’s retail division of Shell UK Oil Products (Shell), Royal Dutch Shell plc’s largest global group of energy and petrochemical companies, is using the NICE Fizzback Voice of the Customer solution to help the company take a more customer-centric approach across its retail fuel business.

Following a successful pilot with NICE Fizzback last year, Shell chose to expand its voice of the customer program throughout its company-owned sites in the UK. Customers who are part of Shell's Driver Club loyalty program are prompted to provide feedback via SMS or e-mail immediately after filling up at the gas station, while those not in the program are encouraged to share their thoughts and experiences via other feedback channels such as Web surveys.

NICE Fizzback enables Shell to assess the performance of every Shell-owned service station in the UK to ensure they are meeting Shell’s high consumer standards. All service stations have constant access to customer feedback, enabling Shell Retail to address any customer issues in real time and to improve the customer experience.

“By adopting NICE Fizzback, we can listen to what customers are saying in real time and react accordingly to their needs to help provide a better level of customer service,” said Melanie Lane, general manager at Shell UK Retail, in a statement. “We want to put the customer at the center of the business for ourselves and our retailers. The NICE Fizzback Voice of the Customer solution is helping us do that.”

NICE’s real-time Voice of the Customer solution provides both a holistic view of the Voice of the Customer across all interaction channels, and the ability to collect, analyze and act upon it in real time, at the Decisive Moment, the make-it or break-it moment with the customer.

The unique combination of technologies bundled into the NICE Voice of the Customer solution allows organizations to fully visualize and analyze the customer interaction journey to improve customer satisfaction, enhance churn models to keep customers on board, improve customer intelligence for deeper and more effective customer relationships, correlate customer feedback with operational performance to optimize key performance indicators and act in a relevant and meaningful way at the Decisive Moment.

The solution gathers feedback in real time from various channels, with a focus on mobile, from across the entire UK Shell-owned retail operation. This allows the company to gain valuable insights from the voice of the customer – driving operations teams to immediately take action to address the customer experience.

“We are very excited to have Shell as part of the NICE Fizzback family,” said Rob Keve, managing director of NICE Customer Experience Management Solutions. “Retail is a growth sector for our Voice of the Customer solution and this implementation further demonstrates how the NICE Fizzback solution is important to an ever growing range of industries. As the relationship between consumers and brands develop, we must adopt new and innovative ways in which to engage with customers and to better understand what is important to them. This is something I believe we are achieving with Shell.”

In other news related to its VoC solution, NICE will host the NICE Voice of the Customer Forum 2012 to demonstrate the power of real-time feedback in shaping customer interactions. Taking place on September 18 at the Lord’s Cricket Ground in London, U.K., the forum is the cornerstone in a series of global events along with webinars that will show businesses how to utilize VoC insights in order to own the Decisive Moment.

Participants in the NICE Voice of the Customer Forum 2012 will learn first-hand how organizations, including BT (News - Alert) Business, a division of BT, are generating positive results using the NICE Fizzback Voice of the Customer solution.