Fortnum & Mason engages with technology

Famous luxury retailer Fortnum & Mason is implementing new real-time customer engagement technology

It has adopted Rant & Rave’s Fast Feedback software to enhance its customer experience programme and maximise the quantity and quality of customer feedback.
The solution will roll-out across both in-store and online, enabling the brand to consistently capture customer sentiment across the entire customer journey (SMS, email and listening posts).
The Fast Feedback solution is designed to bring full visibility of customer engagement to all levels of the business: from store managers and the customer service team accessing data via a dashboard, through to the Executive team receiving feedback in real-time to adapt processes and celebrate outstanding service by employees.
Zia Zareem-Slade, customer experience director, at Fortnum & Mason, said: “A quality experience and service is synonymous with the Fortnum & Mason brand and as such understanding how customers feel about us is a key priority. With a discerning customer base, it’s vital we know what we’re doing well and what we could be doing better – and most importantly in real-time. We decided to work with Rant & Rave because we know that they understand the importance of capturing how the customer is feeling and in the moments that matter.”