Success Stories

Success Stories

    More About lastminute.com


Video Video
Brent Hoberman – Chairman/Co-Founder
Video Video
Dominic Cameron – Director, Voice & Innovation
Article Press release
(August 30, 2006)
ResponseTek Customer - lastminute.com

lastminute.com lastminute.com is the most popular travel and leisure site in the UK, with around 2.5 million registered users on the website each week. In 2007, lastminute.com won Best Travel Website from the BT Online Excellence Awards, and Favorite Online Retailer at the British travel Awards.

Challenge

  • Online retailer needed to ensure that it was meeting its brand promise


Solution

  • Launched CEM across the business to improve overall customer experience
  • Monitored customer experience at specific stages of the customer lifecycle
  • Implemented agent quality monitoring to assess effectiveness of training and call center processes

Results

  • Customer advocacy improved by meeting customer expectations and protecting the brand
  • First call resolution increased through improving agent training



Products

Solutions

Technology

Services

Success Stories

Customer
Feedback Experience
© 2010 ResponseTek Networks Corp. | Terms of Use | Privacy Policy | SitemapShow Sitemap

Customer feedback

– transform it into real-time, actionable business intelligence with ResponseTek:CEM. ResponseTek is the leader in on-demand Customer Experience Management (CEM) solutions, transforming the voice of the customer into actionable business intelligence. ResponseTek provides Software-as-a-service (SaaS) Customer Experience Management (CEM) Software to global Fortune 1000 corporations. ResponseTek is headquartered in Vancouver, Canada, with offices in Toronto, Canada and London, UK.

Net Promoter® is a registered trademark of Satmetrix Systems, Inc. NPS® is a registered trademark of Bain & Company, Fred Reichheld, and Satmetrix Systems, Inc.

Provide your Feedback