Over the past few years we’ve seen whole industries transformed thanks to digital technology. From publishing to retail to transportation, new entrants have shaken up mature markets, and unseated existing leaders through innovative business models.Recent research from Fujitsu points to insurance being next in line for digital disruption.
Consumers in the US are six times more likely to receive outstanding consumer experience than their counterparts in the UK. That’s the stark finding from new research from KPMG Nunwood, based on a survey of 7,500 US consumers covering 243 brands across 10 sectors.By comparing this data with previous research in the UK, KPMG Nunwood found that not only did US consumers...
At heart, humans are social beings. This has a major impact on every interaction we have with the people around us. Think of the most basic transactions – the ones you remember most are those where you either had an extremely positive or negative emotional experience. Take visiting the grocery store, if the cashier was extremely helpful, asked about your day and took time to show that...
Customer experience is important to every industry, but particularly vital for retail. Fierce competition, exacerbated by the rise of ecommerce, means it is increasingly important for retail companies to differentiate themselves. And with many stores often selling the same products, customer experience is a more appealing way of differentiating than competing on price...
This week’s launch of the Apple iPhone 6S, iPad Pro and new Apple TV has focused attention on the consumer electronics market, and shows the importance of technology and gadgets to all our lives. The upcoming Christmas season is bound to see billions spent on the latest products, including smartphones, tablets and Ultra HD TVs.
We’re used to stories of doom and gloom on the high street. The combination of the internet, out of town superstores and the recent recession have decimated the number and range of shops available in town centres, with many long-standing retail chains going into receivership.However a new report from the University of Southampton’s Retail Research Group points to major, positive change...
In an era of increased competition and more demanding consumers, engaging with customers is critical to driving a long term, loyal relationship. Engagement moves beyond transactional, potentially cost-based, interactions to build deeper ties between a brand and its customers. This makes companies more successful in two ways. Firstly, happy, engaged customers are likely to remain loyal and potentia...
The explosive growth of smartphones and tablets has had an enormous impact on customer service and the customer experience. Mobile devices allow consumers to find information or interact with companies wherever they are. They make it simple to get in touch across multiple channels (from email and social media to voice and text), driving increased contact volumes. Always-on mobile consumers expect ...
What is good service worth? For US Mercedes-Benz dealers it’ll be a share of a cool $60m in 2014. The automotive giant is rewarding dealers that earn high customer service ratings as part of a number of initiatives to ensure that the experience for buyers matches or goes beyond their expectations.And the focus on the customer experience isn’t solely being driven by Mercedes. In a move ...
Sales on the High Street continue to be squeezed by online rivals – and the growth of smartphones is opening another front in the battle for revenues. Increasingly shoppers are using mobiles while in-store to showroom, testing products and comparing offline and online prices before choosing where to spend their money.Research from TNS demonstrates the scale of showrooming – but also wh...