lastminute.com strengthens its customer experience management in Europe

lastminute.com UK has expanded its ResponseTek:CEM solution to its websites in France, Germany, Italy, and Spain.

The group has also added the ResponseTek:CEM solution to Travelocity UK, Holiday Autos UK, Onlinetravel Corporation UK, and Travelprice Italy and Spain, for a total of 10 companies under the lastminute.com brand.

The expansion allows lastminute.com to measure overall customer experience across its brands and countries, leveraging this information to identify top performing brands and products and establish regional performance benchmarks.

The scalable, on-demand solution from ResponseTek Networks Corp., a global supplier of customer experience management (CEM) software and services, helps Global 2000 companies continuously improve by integrating customer experience insights into business processes.

As per the information available, each of the websites has a ResponseTek:CEM customer-initiated collector to gather customers’ feedback on their experiences. Contact centre staff can respond directly to the customer in the same language—improving the individual customer experience—and then use aggregate information in the ResponseTek:CEM solution from all customer feedback sessions to drive enhancements to company processes, ultimately improving the experience for all customers.

Brent Hoberman, lastminute.com co-founder and chairman said, “With ResponseTek:CEM, we can identify why one of our brands is performing better in a particular country, and we can apply that knowledge to improve other brand and product performance.”