Customer experience has become a hot term in business circles recently. But it’s tough to deliver a great experience if you don’t really know what the customer is experiencing. And even if you have taken the time to listen to the voice of the customer, that doesn’t much matter if the people who are best positioned to respond to their call don’t have access to that feedback.

To address all of the above, ResponseTek (News - Alert) today unveiled a mobile tool that can bring customer experience management capabilities to any or all employees. ResponseTek Mobile allows any user, from frontline employees to executives, to use their mobile devices to access results dashboards, real-time survey results and key performance indicators relative to customer experience.

“We wanted to put the voice of the customer into the pocket of every employee,” said Syed Hasan (News - Alert), president and CEO of ResponseTek, a customer experience management outfit that operates on all channels.

The solution, he added, is “very Twitteresque” because every time a customer weighs in, employees get a buzz and have the ability to view the feedback. Employees also get details on customer feedback related to the specific transactions with which they were personally involved.

He also noted that “front line employees in retail businesses typically don’t have access to computers and therefore they don’t have timely access to the information they need to deliver a better experience. ResponseTek Mobile addresses this hardware problem by making every employee’s phone the reporting device they need to access personalized customer feedback content that is important to them.”

Companies can leverage the overall ResponseTek solution to gather customer feedback and use that information to not only allow individual employees to respond but to also help better understand training needs, store performance, and other metrics within an organization.