Ipsos aims to help Malaysian Businesses Enter the Next Generation of Customer Experience Management

Malaysia – Malaysia’s expanding global presence has created new opportunities and challenges for businesses operating in this market. With the Visit Malaysia 2014 campaign underway, the country will see a surge of international tourists, and business need to ensure the standard of Customer experience they provide meets International benchmarks, to stay competitive on a global scale.

Ipsos is committed to help Malaysia achieve its vision of becoming the premier tourist destination for the region, through the use of their Enterprise Feedback Management (EFM) solution; a comprehensive system that is integrated across all communication mediums to provide real-time, 360° feedback from customers 24/7, allowing organizations to manage customer service issues minutes after an incident occurs or a complaint is filed, helping to achieve a 100% problem resolution rate.

With its multi-lingual capability in over 70 languages, including Malay and Mandarin, the system can be used by over 10,000 employees at any given time and can capture over 1 million survey responses and over 1 million social media mentions, with response rates to surveys frequently over 50% the standard survey response rates of 5%. EFM allows real-time monitoring of customer-facing performance levels across the business, so organizations can pinpoint key outlets or areas where service levels need to be enhanced.

Said John Carroll III, Global head of Consumer Experience for Ipsos, “The variety of choices available to the average customer today means a business must constantly maintain or improve on the level of consumer experience it provides, or risk losing out to a competitor. EFM helps businesses manage their customer recovery process to significantly increase their customer retention, thereby positively impacting their overall business performance and profitability.”

Quick facts about EFM

• EFM is suitable for all consumer-service based industries such as Retail, Travel & Leisure, Hospitality, Banking & Finance, Automotive and Technology Services
• EFM systems are already being used in over 100 countries
• All 10 of the top 10 global hotel groups use EFM systems actively
• The world’s leading automotive companies including Volkswagen, Mercedes, BMW, and Toyota all use EFM
• The best known retailers in the world including Apple iStore use EFM