Marketing Attribution: Valuing The Customer JourneyDung Tri
Marketers want to do more than simply justify their digital spend; they want to optimize it. They’re looking to attribution to understand how different media perform so they can adjust the media mix and improve performance.
McCallum Layton conducted a Snapshots study in November 2015 in order to gain an understanding of people’s current attitudes to customer service, and the role it plays in their relationships with companies and brands.
Presented by Roshandev Singh, LogMeIn & Steve Nuttall, Fifth Quadrant. Get insights and stats on the state of mobile and it's future in the business world. Thanks to smartphones and ubiquitous connectivity, consumers can engage with businesses, and share their experiences with their networks, anywhere and at any time.
New research, undertaken by
leading cloud contact centre vendor
NewVoiceMedia, provides a snapshot
of attitudes to customer service in the
UK. Offering a compelling view of the
consequences of poor customer service,
the results reveal that an estimated
£12 billion is lost by UK companies each
year following an inadequate customer
experience.
Marketing Attribution: Valuing The Customer JourneyDung Tri
Marketers want to do more than simply justify their digital spend; they want to optimize it. They’re looking to attribution to understand how different media perform so they can adjust the media mix and improve performance.
McCallum Layton conducted a Snapshots study in November 2015 in order to gain an understanding of people’s current attitudes to customer service, and the role it plays in their relationships with companies and brands.
Presented by Roshandev Singh, LogMeIn & Steve Nuttall, Fifth Quadrant. Get insights and stats on the state of mobile and it's future in the business world. Thanks to smartphones and ubiquitous connectivity, consumers can engage with businesses, and share their experiences with their networks, anywhere and at any time.
New research, undertaken by
leading cloud contact centre vendor
NewVoiceMedia, provides a snapshot
of attitudes to customer service in the
UK. Offering a compelling view of the
consequences of poor customer service,
the results reveal that an estimated
£12 billion is lost by UK companies each
year following an inadequate customer
experience.
Briefing Note - Consumer response to a data breach Compliance3
Compliance3 likes to stay ahead of the game with our customer insight research. Our latest round of research conducted in May 2016 looks into how consumers respond to data breaches. For an accessible summary of our research here is our briefing note. Look out for round 6 which will be released shortly.
Hey, Financial Services - Get Serious About Social, or Get Spanked!Lithium
Today’s banking customers want much more than a place to store and access their cash. They want help with financial planning, tracking, and goal-setting and are increasingly tapping alternative institutions for that help. Unregulated innovators like Google Wallet and PayPal are stepping in and putting increasing pressure on banks to adapt—or die.
Meanwhile, financial services firms have been slow to innovate, still stuck on strategies for increasing branch visits. In turn, the influence they have over the personal lives of their customers is waning fast. As we run headlong into a digital-first future, how can financial service firms remain relevant?
Download this slide deck from Lithium and learn:
1. Why social customer experience is fast becoming an important battle ground for the financial service industry.
2. How financial service firms use social for marketing, customer care and service innovation.
3. Which banks, credit card and insurance companies do social right, do it best—and how.
4. The returns financial service firms are getting from social.
5. Social strategies and best practices financial service firms can deploy today to get in the game.
Thanks to the popularity of internet and social media, the information that Vietnamese receive become more versatile. So what are the effective information for them?
This survey is conducted in order to track the trend of usage and trusted information sources.
Tình hình Thương mại Điện tử Việt Nam 2020 bởi WORLDLINE_TECHNOLOGYDuy, Vo Hoang
Tình hình Thương mại Điện tử Việt Nam 2020 bởi WORLDLINE_TECHNOLOGY
ĐỪNG BỎ LỠ BÁO CÁO #SIÊU_HOT này
Mua hàng Thương mại điện tử/ online ngày càng gia tăng, đạt 61% so với 47% vào năm trước
Kênh đặt hàng chính là Mobile app
Thực phẩm trở thành mặt hàng phổ biến được mua online trong mùa Covid-19
Mặc dù thanh toán bằng tiền mặt vẫn phổ biến, tuy nhiên phương thức không tiền mặt gia tăng đáng kể
Tốc độ giao hàng trở thành một trong những động lực thúc đẩy gia tăng mua hàng online
Shopee gia tăng sự hiện diện nhờ vào chính sách giá cả, đa dạng chủng loại sản phẩm và hình ảnh mua hàng vui vẻ.
------***-------
#VIETNAM_MARKET_REPORT_COMMUNITY
#REPORT #REPORT #Digital_Hub_for_e-Business
VIA: #WORLDLINE_TECHNOLOGY
Learn about social customer care told by Kate Leggett Principal Analyst at Forrester Research, Inc and Katy Keim Chief Marketing Officer at Lithium Tech
This is the consolidated report summarizing the public information as to Vietnam economy. The report is the summary of
Vietnam retail sales data from GSO
Vietnam consumer price index data from GSO
Vietnam car sales trend (VAMA)
Vietnam motorbike sales trend (VAMM)
This report was made in November 2020
The 2016 EARNED BRAND study is a global online survey of 13,000 consumers in 13 countries that examines the consumer-brand relationship across 18 brand categories.
Báo cáo hơn 60 trang nội dung về thị trường thương mại điện tử và thói quen người tiêu dùng Việt Nam. Mức độ thâm nhập Internet và sự phổ biến của smartphone khiến hành vi mua sắm của người tiêu dùng vô cùng thú vị.
In launching a product to Vietnamese consumer market, we often face the issue of “ where to sell.” In Vietnam, the traditional channel is dominant while the cultivation takes time.
On the other hand, the rapid growth of the Internet and mobile usage helps e-commerce to be established as new channel rapidly. This report illustrates all the details about Vietnamese E-commerce market and its consumers’ behaviors.
Эксперт по внедрению клиентоориентированного подхода в бизнесе Калфа Дибей призывает сражаться не только за цены, но и за опыт, который получает потребитель.
Briefing Note - Consumer response to a data breach Compliance3
Compliance3 likes to stay ahead of the game with our customer insight research. Our latest round of research conducted in May 2016 looks into how consumers respond to data breaches. For an accessible summary of our research here is our briefing note. Look out for round 6 which will be released shortly.
Hey, Financial Services - Get Serious About Social, or Get Spanked!Lithium
Today’s banking customers want much more than a place to store and access their cash. They want help with financial planning, tracking, and goal-setting and are increasingly tapping alternative institutions for that help. Unregulated innovators like Google Wallet and PayPal are stepping in and putting increasing pressure on banks to adapt—or die.
Meanwhile, financial services firms have been slow to innovate, still stuck on strategies for increasing branch visits. In turn, the influence they have over the personal lives of their customers is waning fast. As we run headlong into a digital-first future, how can financial service firms remain relevant?
Download this slide deck from Lithium and learn:
1. Why social customer experience is fast becoming an important battle ground for the financial service industry.
2. How financial service firms use social for marketing, customer care and service innovation.
3. Which banks, credit card and insurance companies do social right, do it best—and how.
4. The returns financial service firms are getting from social.
5. Social strategies and best practices financial service firms can deploy today to get in the game.
Thanks to the popularity of internet and social media, the information that Vietnamese receive become more versatile. So what are the effective information for them?
This survey is conducted in order to track the trend of usage and trusted information sources.
Tình hình Thương mại Điện tử Việt Nam 2020 bởi WORLDLINE_TECHNOLOGYDuy, Vo Hoang
Tình hình Thương mại Điện tử Việt Nam 2020 bởi WORLDLINE_TECHNOLOGY
ĐỪNG BỎ LỠ BÁO CÁO #SIÊU_HOT này
Mua hàng Thương mại điện tử/ online ngày càng gia tăng, đạt 61% so với 47% vào năm trước
Kênh đặt hàng chính là Mobile app
Thực phẩm trở thành mặt hàng phổ biến được mua online trong mùa Covid-19
Mặc dù thanh toán bằng tiền mặt vẫn phổ biến, tuy nhiên phương thức không tiền mặt gia tăng đáng kể
Tốc độ giao hàng trở thành một trong những động lực thúc đẩy gia tăng mua hàng online
Shopee gia tăng sự hiện diện nhờ vào chính sách giá cả, đa dạng chủng loại sản phẩm và hình ảnh mua hàng vui vẻ.
------***-------
#VIETNAM_MARKET_REPORT_COMMUNITY
#REPORT #REPORT #Digital_Hub_for_e-Business
VIA: #WORLDLINE_TECHNOLOGY
Learn about social customer care told by Kate Leggett Principal Analyst at Forrester Research, Inc and Katy Keim Chief Marketing Officer at Lithium Tech
This is the consolidated report summarizing the public information as to Vietnam economy. The report is the summary of
Vietnam retail sales data from GSO
Vietnam consumer price index data from GSO
Vietnam car sales trend (VAMA)
Vietnam motorbike sales trend (VAMM)
This report was made in November 2020
The 2016 EARNED BRAND study is a global online survey of 13,000 consumers in 13 countries that examines the consumer-brand relationship across 18 brand categories.
Báo cáo hơn 60 trang nội dung về thị trường thương mại điện tử và thói quen người tiêu dùng Việt Nam. Mức độ thâm nhập Internet và sự phổ biến của smartphone khiến hành vi mua sắm của người tiêu dùng vô cùng thú vị.
In launching a product to Vietnamese consumer market, we often face the issue of “ where to sell.” In Vietnam, the traditional channel is dominant while the cultivation takes time.
On the other hand, the rapid growth of the Internet and mobile usage helps e-commerce to be established as new channel rapidly. This report illustrates all the details about Vietnamese E-commerce market and its consumers’ behaviors.
Эксперт по внедрению клиентоориентированного подхода в бизнесе Калфа Дибей призывает сражаться не только за цены, но и за опыт, который получает потребитель.
High customer loyalty is one of the most important indicators of good performing companies. Since customer satisfaction is directly linked to customer loyalty it is evident`that measuring customer satisfaction without taking customer loyalty into account and vice versa would be misleading.
The presentation describes in brief the patients need, expectations and how to develop the patient care and feedback system to obtain maximum patient satisfaction.
50 Facts That Will Make Businesses Rethink their Customer ServiceDesk
Take a look at these cold, hard facts that might persuade you to rethink how you run your organization's customer service.
Curious about Desk.com? Download this free kit to get started: http://bit.ly/FreeCustomerServiceKit
A Better Approach to Customer RetentionFramed Data
Welcome to part 1 of 6 for our How to Improve User Retention series. Each week, we’ll provide a new post with best practices, advice, and real examples on how to keep your customers happy, engaged, and buzzing about your product. We’ll chat about high level planning strategy, how to apply specific advice, and point you to some of the web’s best tools. Enjoy!
What Is a Customer Worth? Understanding Customer Lifetime ValueAdam Toporek
On November 29, 2011 we posted a “back of the napkin” guide for calculating the economic value a customer brings over their “lifetime” with a business. We designed Understanding Customer Lifetime Value: A Non-Geek’s Guide as a thorough, yet non-academic, approach to determining the lifetime value of customers
The step-by-step process of determining customer lifetime value seemed like a natural fit for SlideShare, so we decided to re-release the post in a presentation format.
Check out What Is a Customer Worth to learn more about Customer Lifetime Value and to make better decisions about marketing and retention.
Some of the most successful companies have one thing in common – they offer an amazing customer experience. If you’re working on improving your strategy, get inspired by these inspirational customer experience quotes.
If you find this presentation interesting, subscribe to blog.neosperience.com to stay up to date.
Whether for-profit or nonprofit, customer retention strategies are the same. Here are seven strategies to retain your customers that you should consider.
Social media tips that will rock your social! Links for more information on HOW to do each of these tips below. Secrets for Twitter, Facebook, Instagram, LinkedIn, YouTube, Pinterest, and Google+. #SMSecrets
How to add multiple photos and tag people in photos on Twitter:https://blog.twitter.com/2014/photos-just-got-more-social
Facebook dark posts:
https://www.facebook.com/video/video.php?v=10151107995291687
How to add video natively on Facebook:
https://www.facebook.com/help/154271141375595/
How to add media to your Linked In profile:
https://help.linkedin.com/app/answers/detail/a_id/34325/~/adding,-editing,-moving,-or-removing-work-samples-on-your-profile
How to send an InMail on Linked In:
https://help.linkedin.com/app/answers/detail/a_id/1584/kw/send+an+inmail
How to use Google+ ripples:
http://www.buzzstream.com/blog/using-google-plus-ripples-to-find-influencers.html
How to use Google+ Hangouts on Air (HOA)
http://www.google.com/+/learnmore/hangouts/onair.html
How to use Pinterest's promoted pins:
https://business.pinterest.com/en/promoted-pins
How to use Pinterest's secret boards:
https://help.pinterest.com/en/articles/secret-boards#Web
http://sproutsocial.com/insights/can-create-use-unlimited-secret-boards-pinterest/
How to create and edit annotations on YouTube:
https://support.google.com/youtube/answer/92710?hl=en
How to add custom thumbnails on YouTube:
https://support.google.com/youtube/answer/72431?hl=en
How to reorganize Instagram filters:
http://www.imore.com/how-hide-and-rearrange-instagram-filters
How to search for hashtags on Instagram:
https://help.instagram.com/351460621611097
Tagboard is a great site for hashtags across platforms
https://tagboard.com/artofsocial/search
For more social media power tips, please read The Art of Social Media.
http://artof.social/
Customer Satisfaction VS. Customer RetentionAhmad Heshmat
it explains the difference between retention and satisfaction, and typed of loyal customers, and also discuss reasons behind churn, specially for telecom industry. (if you want to download,it is open now :)
Customer Retention: Why Your Dog Would Make More Money Than YouChris Hexton
Customer Retention is extremely important for any online business, though is often overlook. Learn how to increase your customer retention rate (and reduce churn) with these tips and tricks.
Customer Service PowerPoint PPT Content Modern SampleAndrew Schwartz
163 slides include: understanding the basics of effective customer service, knowing customer wants and expectations, the 4 steps to super service, what to say and addressing excuses, implementing a program and examining behaviors, 7 practical steps to customer service, performance standards and quality, looking to the future, Q& A's, increasing customer satisfaction, the top ten customer complaints, the five most common customer requests, 4 steps to super service, how to's and more.
The Economist Intelligence Unit surveyed consumers to ask what they want from companies and how they rate companies for customer service. And we asked company executives about their attitudes to customer service and how well they think they are doing in joining up all of the new technologies in use today.
A SlideShare based on the results of a 2013 international survey of more than 500 e-commerce and e-business professionals, sponsored by IBM Tealeaf and conducted by Econsultancy
Epsilon China Consumer Experience Report 2015Jeffrey Evans
Epsilon powers business results for the world’s leading marketers, using customer intelligence to ignite connections between brands and customers with solutions that integrate rich data, engaging creativity and robust technologies. Each year we conduct proprietary consumer research across China to gain customer perspectives on topics that matter to brands. In this year’s study, we sought to explore Chinese consumer experience: the connections with brands they value the most, and the impact of those connections on purchase behaviors. We looked at how Chinese consumers engage with brands, with an eye toward helping brands build and benefit from positive consumer experiences. Covering clothing, grocery, financial services, travel, luxury, restaurant, eCommerce, appliance, food and beverage, and consumer product sectors, Epsilon’s research examined in depth how China’s consumers engage with brands across numerous touchpoints and channels.
White Paper: The 2015 State of Consumer Privacy & PersonalizationGigya
This year’s survey results illustrate increased growth and intensity in consumer desire for data privacy and personalized user experiences. While social login usage continues to skyrocket, consumers are also showing a marked interest in next-generation authentication methods, including payment providers and biometrics, indicating a clear evolution of the concept of digital identity: Identity 3.0.
With the holiday season approaching, the research surveyed more than 2,000 American adult shoppers, exploring their current attitudes, habits, and use of technology as part of the shopping experience. It shows that to succeed during the holidays, retailers need to fix the disconnected shopping experiences, empower store associates with technology and target the trillion-dollar millennial consumer.”
This survey confirmed, again, that consumers are challenging companies to sit up and take notice; and if they aren’t willing to care for their customers, they will go elsewhere.
Auto recall challenges in the new digital world by teleperformanceTeleperformance
How are you facing the challenges of the recalls in the auto industry? How do you maintain strong relationships
through those tenuous times?
Please read our white paper - it's only 7 pages, you will LOVE it!
The consumerization of enterprise sales is already among us. B2B buyers are now mimicking consumer shopping behaviors.
http://www.alfonsogadea.es/b2b-is-the-new-b2c/
Social Media for Customer Service Report 2013Liam Dowd
A 15-page intelligence report that delves into the area of social media for customer service. It contains analysis, insight and case studies including:
• Are you listening?
• Social CRM
• Making connections
• Future social care
• Practical tips
Social media is changing the game for customer service, the voice of the customer is now more important than ever.
With the increasing demand from customers to communicate via social media channels it is your responsibility to keep ahead and actively support customers in the channels of their choice.
This intelligence pack will give you first hand insight into how Newegg, Whole Foods, Capital One and U-Haul are handling, integrating and measuring social
customer service.
These four brands, plus a further 20 other leading social brands will be sharing expert insight at this year's #CSMCS.
Find what key issues will be discussed and who else will be there. Visit - http://ow.ly/zrD2j
Although money is being poured into the online experience the physical retail store remains an important channel in the experience for customers. However, a disparity is emerging between the expectations customers have and the investment retailers are making. While retailers believe enough is being done to re-imagine the physical store experience, customers disagree. In this paper we explore the disparity and what to do about it.
Download the full report here: http://bit.ly/2tmiJgS
For a copy sent directly to you, email us at info@ccwdigital.com
You’re investing in the customer experience. But is the experience you’re creating the one your customers actually want? Our CCW Digital Executive Report on the Customer Experience will answer that question.
CCW Digital surveyed everyday consumers about what they demand when it comes to the customer experience.
Some questions answered in this report:
- How many bad experiences will make a customer switch to a competitor?
- Will customers really pay more for a good experience?
- What are customers’ Top 5 demands when interacting with a business?
- What factors prevent businesses from meeting those demands?
- What are the most common customer complaints?
- How well do businesses respond to customer feedback?
- How do customers really feel about calling for customer service?
Get the report: http://bit.ly/2tmiJgS
Книга знакомит с оригинальными и зачастую результативными находками в области рекрутинга и поиска работы. В ней Вы найдете десятки российских и зарубежных примеров и свыше 30 иллюстраций, демонстрирующих креатив двух ищущих сторон за последние десять лет. Никакой теории. Только практическая направленность.
Самая свежая версия (в объеме почти в два раза больше данной презентации) стоит 200 рублей. Заказать на e.kolotukhin@gmail.com
As a business owner in Delaware, staying on top of your tax obligations is paramount, especially with the annual deadline for Delaware Franchise Tax looming on March 1. One such obligation is the annual Delaware Franchise Tax, which serves as a crucial requirement for maintaining your company’s legal standing within the state. While the prospect of handling tax matters may seem daunting, rest assured that the process can be straightforward with the right guidance. In this comprehensive guide, we’ll walk you through the steps of filing your Delaware Franchise Tax and provide insights to help you navigate the process effectively.
Accpac to QuickBooks Conversion Navigating the Transition with Online Account...PaulBryant58
This article provides a comprehensive guide on how to
effectively manage the convert Accpac to QuickBooks , with a particular focus on utilizing online accounting services to streamline the process.
RMD24 | Retail media: hoe zet je dit in als je geen AH of Unilever bent? Heid...BBPMedia1
Grote partijen zijn al een tijdje onderweg met retail media. Ondertussen worden in dit domein ook de kansen zichtbaar voor andere spelers in de markt. Maar met die kansen ontstaan ook vragen: Zelf retail media worden of erop adverteren? In welke fase van de funnel past het en hoe integreer je het in een mediaplan? Wat is nu precies het verschil met marketplaces en Programmatic ads? In dit half uur beslechten we de dilemma's en krijg je antwoorden op wanneer het voor jou tijd is om de volgende stap te zetten.
3.0 Project 2_ Developing My Brand Identity Kit.pptxtanyjahb
A personal brand exploration presentation summarizes an individual's unique qualities and goals, covering strengths, values, passions, and target audience. It helps individuals understand what makes them stand out, their desired image, and how they aim to achieve it.
Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
India Orthopedic Devices Market: Unlocking Growth Secrets, Trends and Develop...Kumar Satyam
According to TechSci Research report, “India Orthopedic Devices Market -Industry Size, Share, Trends, Competition Forecast & Opportunities, 2030”, the India Orthopedic Devices Market stood at USD 1,280.54 Million in 2024 and is anticipated to grow with a CAGR of 7.84% in the forecast period, 2026-2030F. The India Orthopedic Devices Market is being driven by several factors. The most prominent ones include an increase in the elderly population, who are more prone to orthopedic conditions such as osteoporosis and arthritis. Moreover, the rise in sports injuries and road accidents are also contributing to the demand for orthopedic devices. Advances in technology and the introduction of innovative implants and prosthetics have further propelled the market growth. Additionally, government initiatives aimed at improving healthcare infrastructure and the increasing prevalence of lifestyle diseases have led to an upward trend in orthopedic surgeries, thereby fueling the market demand for these devices.
Exploring Patterns of Connection with Social Dreaming
Эра эмпатии
1. May 2012
2011 Customer Experience Index Report:
The Era of Impatience – Clock Ticking on
Paying Lip Service to Customer
Experience
2. 2011 Customer Experience Index Report—Oracle RightNow
EXECUTIVE SUMMARY
In September 2011, RightNow Technologies commissioned independent
research* to examine how UK consumers are feeling about their
interactions with UK businesses. The study took the temperature of 2,023
adults aged 16+ within Great Britain to gage the current state of customer
experiences and the consequences to brands of poor customer
experiences.
The study also looked at the rise in consumer use of social media
platforms such as Facebook and Twitter to express their frustration with
brands and the extent to which brands are listening and responding.
Overwhelmingly the study showed that today’s consumers are
increasingly impatient when it comes to poor customer experiences. 91
percent of people who stop doing business with an organisation due to a
poor customer experience go on to buy from a competitive company –
and 37 percent state that they give a company less than one week to
resolve their issues before taking their business elsewhere.
Despite evidence that good consumer experiences appear to be patchy,
the overwhelming majority of consumers (84 percent) said that they
would actually be willing to pay more for better customer experiences.
This indicates the importance consumers place on good experiences and
that they are not willing to sacrifice good service for cost.
Finally, the report examines how British business can better engage with
consumers to spend more and provides key recommendations for
excellent customer experiences.
1
3. 2011 Customer Experience Index Report—Oracle RightNow
Consumer Expectations
There’s little doubt that consumers have become a hard to please,
technologically-erudite audience. They want more knowledge and greater
convenience; they want companies to actively engage with them on a personal
level, on their terms, 24x7.
While few brands would argue that delivering good customer experiences is not
a key business imperative, recent studies show that most businesses have not
made any significant customer service improvements in the current economy.
According to the 2011 Global Customer Service Barometer from American
Express1, 45 percent of UK consumers feel businesses have not changed their
attitudes towards customer service with 28 percent stating companies now pay
less attention to customer service.
Fast Fact 1
UK businesses are
failing to meet customer
expectations
Consistently good customer experiences appear to remain elusive. The
RightNow Customer Experience Index, 2011 showed only two percent of UK
consumers feel their expectations for a good customer experience are always
met while almost half (49 percent) feel companies sometimes meet them.
Only 2 percent of UK consumers feel
their expectations are always met
while almost half (49 percent) feel
companies sometimes meet them
With poor customer experiences quickly resulting in frustrated customers, lost
business and ultimately damage to brands, organisations need to increase their
focus on delivering consistently good experiences across multiple channels.
In terms of preference, speaking directly to a live customer service agent
remains the channel of choice for the majority of respondents (69 percent). For
the 55+ group the preference for speaking directly increases to 83 percent. Least
favourite remains voice automated systems at 3 percent:
69 percent prefer to speak to a live customer service agent
66 percent prefer email
14 percent prefer webchat
12 percent prefer online customer forums or communities
9 percent prefer by smartphone/mobile web
5 percent prefer to interact via social networking sites like Facebook, Twitter,
Youtube
3 percent prefer voice automated systems
2011 Global Customer Service Barometer, conducted for American Express by Echo
research.
1
2
4. 2011 Customer Experience Index Report—Oracle RightNow
The Consequences of Poor Customer Experience
When faced with a poor customer experience, the RightNow study showed that
most consumers do not hesitate to take their business somewhere else.
In fact, 91 percent of people who stop doing business with an organsiation due
to a poor customer experience went on to buy from a competitive company.
37 percent of those who bought from a competitor stated they give a company
less than one week to resolve customer service issues before taking their
business elsewhere.
Fast Fact 2
Consumers are
increasingly impatient
when it comes to poor
customer experiences
91 percent go on to buy from a
competitive company
37 percent of those give a company
less than one week to resolve
customer service issues before taking
their business elsewhere
59 percent however are willing to wait at least one week for their issues to be
resolved with almost half (48 percent) willing to wait between one week and one
month for their issues to be resolved.
While many businesses will have Service Level Agreements (SLAs) in place
across their different communications channels, it appears consumers aren’t
feeling not being met within organsations or that there is a lack of
communication to consumers in terms of setting expectations. More likely
however is that despite investing in multi-channel contact centres, many
companies are still maintaining silo’d environments with little cross integration
between channels. This quickly leads to disparate customer experiences and
easily ups consumer frustration levels.
The Rise of Social Media as a Communications
Channel
Fast Fact 3
Social channels are
becoming a consumer
venting ground
Online forums are also rapidly becoming a venting ground for consumers –
more than a quarter of consumers (29 percent) go on to post a negative
comment on a social networking site like Facebook or Twitter following a poor
experience.
More than a quarter of consumers (29
Males are more likely to post a negative comment (34 percent) than females (25
percent) and perhaps unsurprisingly it’s the younger generation (16 – 24 year
olds) that is most active when it comes to using social channels to express their
frustration with brands. Almost half (49 percent) have posted a negative
comment on a social networking site following a poor customer experience.
percent) post a negative comments
on social networking sites
Almost half (49 percent) of 16-24 year
olds have posted a negative
comment on a social networking site
following a poor customer experience
And, with more than half of respondents (51 percent) stating that, aside from
price, it’s customer reviews that most influence their purchasing decisions and
for 46 percent it’s word of mouth, it becomes clear that brand reputations can
easily be damaged by negative comments made online or off.
While the potential damage to brands of complaints over social channels
appears to be on the rise, the vast majority of businesses are failing to respond 71 percent of consumers who have shared complaints about poor customer
experience online have had their complaints ignored.
The good news is that brands stand to gain by providing a simple response. Of
the 29 percent who did get responses to their complaints, more than half of
them (51 percent) indicated that they had a positive reaction to the same
company they were previously complaining about.
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5. 2011 Customer Experience Index Report—Oracle RightNow
By merely responding to complaints, organisations stand to win frustrated
customers back.
The Online Opportunity
Fast Fact 4
Businesses fail to
address online
complaints
71 percent of consumers have had
their complaints on social network
sites ignored
According to the research, British businesses also have the opportunity to gain
customer favour by incorporating social networking channels into their
customer response strategies.
17 percent of those surveyed stated that despite making a negative comment
after a poor customer experience they went on to post a positive comment
following an appropriate response from the company, and 13 percent said they
deleted their original post.
Females were less likely to go on to post a positive comment (13 percent) and
16-24 year olds were most likely to go on to post a positive comment (20
percent).
The survey also showed that if issues are resolved appropriately 10 percent go
on to become loyal customers. For the 25-30 year age group this goes up to 18
percent.
Customers are Willing to Pay More for Better
Customer Experiences
Fast Fact 5
Online presents an
opportunity for
businesses
Even better news for businesses is that 84 percent of consumers said they are
actually willing to pay more for a better customer experience:
88 percent of those stated they were willing to pay 5 percent or more
56 percent were willing to pay 10 percent or more
negative comment on a social
24 percent were willing to pay 15 percent or more
networking site went on to post a
20 percent were willing to pay 20 percent or more
31 percent of 16-34 years olds were willing to pay 20 percent or more
17 percent of consumers who made a
positive comment after receiving an
appropriate response from an
organisation
The older the consumer however, the less likely they are to pay as much as 20
percent or more. 16 percent of 35-44 year olds would pay 20 percent more, 12
percent of 45-54 years olds would and only 6 percent of those 55+ would pay
20 percent or more.
Meeting Customer Expectations for Great Customer
Experiences
While the survey shows that customer expectations and complaints frequently
go unmet or unacknowledged, it also shows that when brands do offer good
experiences they stand to generate more revenue.
When asked specifically how companies can better engage with consumers to
spend more, respondents said:
Improve the overall customer experience (53 percent)
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6. 2011 Customer Experience Index Report—Oracle RightNow
Ensure I can easily ask questions and access information before making a
purchase (57 percent)
Improve search functionality and overall web site usability (37 percent)
When it comes to consumer demands for great experiences, what makes a great
experience that causes consumers to fall in love with a company they frequently
do business with?
25 percent seek stellar reputation (ie professional reviews, word-of-mouth)
67 percent look for friendly employees/customer service representatives
52 percent want to easily find the information/help needed
37 percent would like personalised experiences (ie know the products I’ve
bought, service issues I’ve had, continually send me helpful information)
Six Key Recommendations for Excellent Customer
Experiences
While the British consumer may be increasingly savvy and demanding when it
comes to customer experiences, there is ample opportunity for brands to foster
stronger customer relationships and generate increased loyalty by putting
customers at the centre of their organisation.
The ability to deliver consistently outstanding experiences across all consumer
interactions will pay dividends to British businesses:
1. Ensure service representatives are available and
ready to respond.
More than half (55 percent) of consumers surveyed noted that their
expectations were not met because the company was unavailable; they
didn’t pick up the phone or answer email.
Fast Fact 6
Consumers will pay
more for better
customer experiences
84 percent of UK consumers are
willing to pay extra for a better
customer experience
20 percent are willing to pay 20
percent or more
2. Improve service level times.
55 percent said the company was slow to resolve their issues.
3. Arm employees with the right information
55 percent said the company was clueless, it sometimes felt like the
consumer knew more about the company than the agent.
4. Focus on the personal touch
45 percent surveyed said the company was impersonal; sometimes the agent
couldn’t even get their customer’s name right.
5. Know your customer’s interaction history
27 percent said the company was forgetful, they didn’t remember the
consumer even if they had recently talked to an agent.
6. Include social channels in customer response
strategies
9% said the company was anti-social; they were nowhere to be found on
social networking sites.
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