Adapt - Outstanding Customer Experiences Webinar

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Adapt customers Made.com, Smiffy's and Gondola Group (owners of Pizza Express and Zizzi), discuss how cloud can create outstanding customer experiences.

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  • More stats:UK consumers spent 17m hours browsing and shopping online on Boxing Day, contributing to a total of 44.3m hours shopping online across Christmas Eve, Christmas Day and Boxing Day (Experian Hitwise, 2014) British internet users made 129m visits to retail websites on Boxing Day, a 15% year-on-year increase, making 26 December the biggest online shopping day ever (Experian Hitwise, 2014) There were 90m online retail visits on Christmas Eve 2013 (up 6% year-on-year) and 114m online retail visits on Christmas Day (up 6% year-on-year). (Experian Hitwise, 2014) Twice as many consumers headed online this Christmas Day compared to the same period last year, this was eclipsed by Boxing Day where almost 3m delivery addresses were captured. This represents almost a 300% increase from the 1m addresses looked up last year. (Postcode Anywhere, 2014)
  • More stats:IBM:Multichannel customers spend 3-4 times more than single channel customers The IBM Digital Analytics Benchmark reveals that on Thursday 26 December online sales increased by 40.4% compared to Boxing Day 2012. (IBM, 2014)Tablet users drove 29.4% of online sales, smartphone users drove 15.8% (IBM, 2014)Zendesk:67% of online shoppers have made purchases in the past six months that have involved multiple channels.73% think brands pay more attention to generating sales across multiple channels than they do to providing a seamless, integrated customer service experience.Speed  of  response  (89%),  speed  of  resolution  (89%), and  friendliness  of the  representative (82%)  are  seen  as  the  most  important  aspects  of  the  customer  service  experience, regardless of channel.47% expect to be able to return purchases through a different channel than the purchase channel52% expect to get a response on social media within 2 hours, and resolution within a half day.62% expect a response via email within a half day, while 75% expect resolution within a dayhttp://www.getmoreengagement.com/multi-channel/15-stats-that-reveal-the-omni-channel-customer-service-gap-in-retail
  • 39% of consumers have recently faced a poor shopping experiencehttp://www.postcodeanywhere.co.uk/north-american-survey-12/?src=hmbanner – north american survey
  • Adapt - Outstanding Customer Experiences Webinar

    1. 1. Creating Outstanding Customer Experiences Views from Made.com, Gondola Group & Smiffy’s #CloudinContext February 2014
    2. 2. 02 Introducing… Made.com RH Smith & Sons Gondola Group Adapt From selling one side table in April 2010 to over 30,000 items last month Currently celebrating its 120 year anniversary Serving 4 million + portions of dough balls per year Infrastructure heroes to high growth businesses > 2.5m visits in January > Operating over 5 regions > Serving 14k people > Award-winning platforms > Expanded to France in 2013; represents 15% of the business > 30m items shipped per year > 73 million meals > > > 6,000 product lines 700 restaurants Rock solid service management > Translate technology to business advantage Jonathan Howell, CTO Darryl Wadhams, IT Manager Najeeb Ahmad, Group Infrastructure Manager Kevin Linsell, Head of Service Development
    3. 3. What is your #1 challenge to deliver outstanding customer service? What’s your view? #CloudinContext
    4. 4. Demand Management #CloudinContext
    5. 5. 05 UK consumers spent 17m hours browsing and shopping online on Boxing Day, contributing to a total of 44.3m hours shopping online across Christmas Eve, Christmas Day and Boxing Day. #CloudinContext Source: Experian Hitwise, 2014
    6. 6. Quickest Delivery #CloudinContext
    7. 7. 07 #CloudinContext Sourced from Forbes.com
    8. 8. eCommerce & Omni-Channel #CloudinContext
    9. 9. 09 67% of online shoppers have made purchases in the past six months that have involved multiple channels #CloudinContext
    10. 10. 010 Top reasons for abandoning online shopping carts: 1. Shipping charges: 76% 2. Security concerns: 57% 3. Lengthy process: 39% #CloudinContext
    11. 11. How would you define the role of IT within your business by 2017? What’s your view? #CloudinContext
    12. 12. To listen to the full discussion, access the webcast now! twitter: @DoMore_Adapt #CloudinContext

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