Increased competition and ever more demanding consumers mean that organizations across the Asia Pacific region need to focus on continually improving the customer experience that they offer. However, given the complexity of today’s multichannel world, knowing where to begin with customer experience can appear daunting. Jeff Rajeck, APAC research analyst at Econsultancy, recently published...
With so much money spent at this time of year, the Holiday period is crucial for retailers. In today’s competitive industry, a good Christmas can literally mean the difference between survival and going bankrupt. But getting it right isn’t easy – the internet has greatly increased competition, putting pressure on prices, while consumer demands are ever increasing. They ...
Delivering outstanding customer service is central to every business, but is especially important to midsize organizations, which may not have the brand recognition or marketing budgets of their larger competitors. These companies, who typically have between 100-999 employees, tend to have fewer resources to dedicate to implementing new systems and may not have the experience of deploying...
According to new academic research people check their smartphones 85 times a day and use them for a daily average of 5 hours. The study, from Nottingham Trent University, also found that much of the time most users don’t even realize they are doing it, with consumers spending twice as much time on their phones as they think.For many, their phone is the first thing they...
When it comes to customer service, consumers want the ability to contact you through their channel of choice and get the same positive experience - receiving fast, accurate and consistent answers - however they get in touch.Delivering consistency is therefore important to both customers and the organization itself. Inconsistency frustrates consumers as they cannot be sure that they’ve...
Earlier in the year I moved house and needed to change the existing energy supplier for the property. By the time all the paperwork was completed, I owed the old utility for a week’s energy. The bill arrived, and when I opened it I had a real shock. It was enormous – the company wanted to charge me $73,295.44 for just 7 days service! Clearly, there was some mistake...
In an era where social media, self-service and chat are being increasingly used for customer service, it is easy for organisations to overlook email or to not provide the channel with sufficient resources. Yet new research from analysts Contact Babel in The 2015 UK Contact Centre Decision-Maker’s Guide emphasise its importance while evaluating cost and time taken to answer...
Banks and other financial service providers are facing unprecedented challenges. Not only are regulatory pressures increasing, but a new wave of financial start-ups is entering the market, using technology to transform everything from loans to payment processing. Whether it is new branch-based banking, different ways of raising finance through crowdfunding sites such as...
Thanks to the internet, retail is a global industry, with companies now facing competition from peers around the world. As we’ve discussed before, this means that a focus on the customer is vital – with businesses needing to understand what consumers want and provide them with a tailored experience that meets their exact requirements. At the same time as the internet has...
Recruiting and retaining high quality customer service staff is one of the cornerstones of keeping consumers happy and loyal. Even with the rise of self-service options, for the majority of channels (email, social media, chat, phone, face to face) the experience created by the people you employ is crucial to the success or failure of the customer relationship. Gartner predicts...