GfK Echo to Offer 'Holistic' Customer Satisfaction View

GfK has launched a customer experience management (CEM) solution called Echo, which captures real-time feedback and integrates it with transaction and other data and with user experience consultancy, to provide a 'holistic' view of customer satisfaction.

Results are delivered to the client through an interactive dashboard showing trends, flagging potential problems and highlighting achievements for individual units. These results can then be run through a user experience analysis process, to help clients optimize or redesign their operations and produce changes in overall customer experience.

Dan Zuckerman (pictured), Global Product Manager, comments: 'GfK Echo sets a new standard for customer feedback that goes beyond simply pointing out improvement opportunities. Our powerful combination of technology and consultancy allows our clients to uncover new opportunities to enhance their performance, boost efficiency and maximize the lifetime value of each customer.'

Web site: www.gfk.com .