Innovative web-based application being used to manage customer
experience, drive referrals and increase average checks
DULUTH, Ga.--(BUSINESS WIRE)--May. 7, 2012--
NCR
Corporation (NYSE: NCR) today announced the launch of NCR
Customer Voice, a web-based customer loyalty, retention and referral
tool that enables operators to monitor customer satisfaction, deal with
any dissatisfaction immediately and turn happy customers into brand
ambassadors using social media channels.
Already driving increased sales for users, NCR Customer Voice provides
restaurant operators with an easy way to survey customers and automate
the process for receiving feedback on the customers’ experience. The
software uses two survey questions that take less than 30 seconds to
complete for customers and are distributed via email or available via a
survey link on the customer’s receipt. Analytics that leverage the Net
Promoter Score methodology are then used to escalate any concerns by
customers so that operators can quickly make wrongs right and reach out
directly to customers as soon as the feedback is given.
The solution also includes tools to turn happy customers into an unpaid
sales force by leveraging social media channels, including Facebook,
LinkedIn and Twitter. This creates a powerful low-cost, high-value
marketing channel for restaurant operators to reach prospective
customers through referrals driven from their existing customer base.
NCR Customer Voice is currently integrated with the NCR Aloha restaurant
technology solution and will be made available for other NCR product
lines in 2013.
“NCR Customer Voice gives operators the ability to understand the true
value of every customer they have through the customer lifetime value
model,” said Jeff Hughes, vice president of hosted solutions, NCR
Hospitality. “Its robust capabilities empower operators to take action
on customer feedback and increase their marketing channels.”
Tom & Eddie’s, a quick service concept in the Chicago metro area,
implemented NCR Customer Voice in November 2011 to incorporate gaining
customer feedback and measuring customer satisfaction into its
operations.
“It’s more expensive to attract a new customer vs. keeping an existing
one,” said Tony Dentice, Tom & Eddie’s. “With Customer Voice, we are
keeping customers that we never knew were dissatisfied in the past. As a
result, our customers are happier and we’re able to increase our average
checks.”
“Within four months, 2,000 surveys were completed with 16% of these
customers referring friends to our restaurant by sharing incentives
through their social networks,” said Tammy Cicora, chief hospitality
officer, Tom & Eddies. “Over 20% of these referrals have come into the
restaurant, driving new customer traffic and giving us the opportunity
to create more brand ambassadors.”
About NCR Corporation
NCR Corporation (NYSE: NCR) is a global technology company leading how
the world connects, interacts and transacts with business. NCR’s
assisted- and self-service solutions and comprehensive support services
address the needs of retail, financial, travel, hospitality,
entertainment, gaming, public sector, telecom carrier and equipment
organizations in more than 100 countries. NCR (www.ncr.com)
is headquartered in Duluth, Georgia.
About Tom & Eddies
Tom & Eddie’s is an upscale Fast Casual concept based in the Chicago
area. As a family friendly restaurant that provides delicious food
featuring chef-inspired burgers, exemplary customer service and an
extraordinary dining experience, the first Tom & Eddie’s opened in
August 2010 and has quickly grown to five locations spread throughout
the Chicago metro area.
NCR is a trademark of NCR Corporation in the United States and other
countries.
Source: NCR Corporation
NCR Corporation
Jessica Bryant, 770-576-6509
Jessica.bryant@ncr.com