The world's largest pure online bank improves customer experience and increases business ROI by collaborating with its customers
Egg and FIRM to speak at the ESOMAR Congress in London, September 17-20, 2006
August 31, 2006: Egg, the world's largest pure online bank, and FIRM, the world's leading provider of software for Enterprise Feedback Management and Market Research, will together present a case study paper at a conference organized by ESOMAR, the world organization for better research into markets, consumers and societies.
'Playing the Game: How Egg collaborates with customers to increase the value of their experience with Egg and deliver increased ROI to the business' will be presented by John Jennick, Head of Customer Experience Measurement and Action at Egg, and Gary Schwartz, Vice President Product Marketing, FIRM.
John Jennick explains; "In 2005, Egg challenged its employees to play 'The Game'. Contrary to the goals of most other contact centers, Egg's Game encourages employees to spend more time talking with customers about the products or help they need to use their money more effectively. Together with our employees, our customers are learning to make their money work for them and ultimately how to transform their lives. Most people in our industry don't have the time or interest to spend hours slaving over their accounts. At Egg, it is our purpose to make it easier and less toxic for our customers to do this."
John Jennick and Gary Schwartz will describe how Egg's customer insight team measures Key Attitudinal Indicators (KAIs)™ within Egg's Contact Centers at different points in the customer journey in order to measure and enhance their experience with Egg. They show how automating and integrating online surveys into critical business processes in a B2C setting delivers actionable insight that results in demonstrable increases in customer satisfaction, improved morale in the workforce, and a real return on investment.
The presentation will take place at the ESOMAR Congress, The Queen Elizabeth II Conference Centre, London, on September 18 at 1.55pm.