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Fujitsu launches Customer Experience Diagnostic for Retail

Helping retailers unite business and customer needs

January 27, 2009

Fujitsu Services, one of Europe’s leading IT services companies, is launching a new service that will help retailers measure the in-store customer experience and deliver improved service in order to increase footfall and sales – Customer Experience Diagnostic for Retail.

The tougher retail climate means companies must compete harder to attract and win customers. This means understanding what they want, and delivering it in the most cost-effective, sustainable and manageable way. The experience a customer has in-store will be critical in attracting footfall and converting this into sales, as well as engendering customer loyalty. Customer Experience Diagnostics for Retail offers a solution for retailers to identify opportunities to implement adjustments to their in-store operations, in order to better match the experience they provide with their customers’ expectations.

Designed specifically for the retail sector, it offers a coherent, joined-up approach to identifying customer expectations, analysing current service delivery and offering realistic, manageable solutions to improve service delivery. All solutions are tested in a controlled environment to measure their impact on customer service and to monitor any interdependencies.

Dr Brad Poulson, associate director retail business consulting at Fujitsu Services said: “The Customer Experience Diagnostic tool is designed to provide retailers with a complete understanding of their customers’ experiences as well as the impact on operations of delivering that experience. This helps focus investment, target change at problem areas and ensure real business outcomes are delivered.

“The overarching aim for any retailer should be to deliver the service its customers want in a sustainable and affordable way. In these difficult economic times, successful retailers should invest in their in-store experience in order to attract and retain customers and ensure they emerge from the downturn, stronger, more effective and efficient.”

Customer Experience Diagnostics is an innovative approach to assimilating and analysing customer experience data from the perspective of both the customer and the organisation. It provides the associated retail insight that is fundamental to successfully identify possible changes required, develop a strong business case and implement improvements to operating procedures and processes to provide a positively enhanced customer experience.

The service unites a range of proven, best practice assessment techniques to examine key aspects of service delivery, such as transaction speed, queuing times, store layouts, mystery shopper audits and customer service benchmarks. Marrying the findings with feedback from customers, it provides a framework for identifying issues and developing service improvements within the confines of the business.

About Fujitsu Services

Fujitsu Services is one of the leading IT services companies in Europe, Middle East and Africa . It has an annual turnover of £1.74 billion, (€2.58 billion) employs 14,500 people and operates in over 20 countries. It designs, builds and operates IT systems and services for customers in the financial services, telecom, retail, utilities and government markets. Its core strength is the delivery of IT infrastructure management and outsourcing across desktop, networking and data centre environments, together with a full range of related services, from consulting through integration and deployment. Headquartered in London , Fujitsu Services is the European-centred IT services arm of the Fujitsu Group. The Fujitsu Group is a US$45 billion (€37 billion) leader in customer-focused IT systems and services for the global marketplace.

Retail Customers

In the retail sector, Fujitsu Services’ customers in the UK include The Co-operative Group, Vodafone, Mid-Counties Co-operatives, Royal Mail, Whitbread and Carpetright. In Europe its retail customers include La Rinascente (Italy), Auchan (France), The EDEKA Group (Germany) and Kesko (Finland).

Graham Goulden

Phone: Phone: + 44 (0) 1753 604736
Fax: + 44 (0) 1753 604669
E-mail: E-mail:
Company:Fujitsu Services

Nikki Haine / Sally Lloyd

Phone: Phone: : + 44 (0) 1425 472330
E-mail: E-mail:
Company:McKenna Townsend PR

Date: 27 January, 2009


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