In order to drive customer satisfaction, organisations need to successfully embrace digital transformation – and success boils down to defining measurable goals and then rolling out the technologies, skills and processes needed to achieve them.
Customers have adopted this digital change. They are the expert end-users of the digital technology that has transformed our relationship with them. They expect brands to develop smart shopping apps and intelligent customer service, and they have developed their digital skills accordingly. Customer service is no longer defined by how quickly you can respond and resolve complaints, it is how positively customers perceive their interactions with your company – regardless of the communication channels.
Telecoms.com periodically invites expert third parties to share their views on the industry’s most pressing issues. In this piece Freelance Technology Journalist Kate O’Flaherty explores how technologies are creating opportunities for Mobile Virtual Network Operators. AI customer service, 5G and virtualisation are among the key technologies helping to transform the MVNO market
Increasingly demanding consumers are redefining the standards for online and mobile banking. Digital savvy customers now use mobile apps on a daily basis to assist with both their routine banking and with longer-term savings, investments and financial planning.
When considering the imminent implementation of the General Data Protection Regulation (GDPR), it is understandable that many organisations may see the application of stringent privacy laws and the ability to personalise the customer experience as opposing ideals. But with the deadline just a month away, it’s time to have a swift rethink.
We’ve all heard much moaning and groaning around the upcoming GDPR. The work! The fines! The cost! But with just three months to go until the much-maligned new rules become a reality, we wanted to paint a more positive picture, with some success stories of those making GDPR work for them and, dare we say, even using it as a chance for disruption.
Every year, customer-centric professionals are bombarded with research and studies.
So we’ve compiled a list of some of the statistics that have been of most interest to us and our audience over the last 12 months. Some make for interesting reading. While others are very concerning!
The exponential rise in digital data over the past decade has changed the way the public and organisations of all kinds engage.
Now every bank, local charity, hospital or public authority, each holds personal data about every customer, patient, client or constituent it comes in contact with.
The way consumers interact with brands through their devices is changing in “the age of voice”.
The latest phase affecting the customer experience is voice interaction. Consumers now have the option to interact with a business without even picking up the phone or talking to a real person. In this age, when time is a luxury for consumers, being able to interact with a business as quickly as possible is the most appealing thing for a customer.
It’s been a difficult 2017 so far for the retail sector: Jaeger collapsed into administration, Rue 21 closed stores, and Debenhams is closing stores to focus on a more digital approach. Many retailers are failing to meet consumer expectations by realigning their approach to a more digitally focused marketing strategy that ensures the retention and growth of their customer base. Digital has revolutionised where and how we can connect with our consumers.
It’s official – poorly targeted and overly frequent digital communications from retailers are turning consumers off. Statistics show a staggering amount of people unsubscribe or simply ignore messages that are so often littering their inboxes, the recipients deciding they are email overkill . . . spam. What’s to be done?
When our attention span can be as short as eight seconds, capturing consumers’ attention is no easy feat. It doesn’t help that in the world of marketing communications, campaigns have traditionally centred on product news whereby a new product is introduced, or an existing product is updated, with the hope that customers will start purchasing it.
We can’t promise it’ll be too cheerful, but hey, the sun’s been out this week. You can’t have it all.
The roundup includes news about ad fraud, online delivery, and digital ads. For even more, head on over to the trusty Internet Statistics Compendium.
A lack of communication from delivery companies is the main reason UK consumers miss scheduled deliveries, with nearly one in four British consumers (23%) saying poor communication has caused them to miss a delivery in the past 12 months, according to new research from Engage Hub.
Research commissioned by Engage Hub, the data-driven customer engagement solutions company, reveals that a lack of communication from delivery companies is the main reason UK consumers miss scheduled deliveries, with nearly one in four British consumers (23 per cent) saying poor communication has caused them to miss a delivery in the past 12 months.
How often do you visit your bank branch? I’m going to guess it’s a lot less frequently than you used to, say, five years ago. And you wouldn’t be alone – figures show that daily visits to branches have fallen by 32% since 2011 and the number of times people visit a branch is set to almost halve by 2020 as more people favour their smartphones to manage their finances.
With significant regulatory changes coming into force over the next couple of years, it is clear that key governing bodies want to intensify competition in the financial services industry. The Revised Payment Service Directive (PSD2), for example, will completely change banking as we know it.