Listening to the consumer leads to increased revenues, highlights report

Published on 17 May 2013 by in Latest News

Listening to the consumer leads to increased revenues, highlights report

The brands most effectively using customer feedback within their business are rewarded with 18.8 per cent year on year revenue growth on average, according to a new report by research body Aberdeen Group. Having surveyed 366 businesses on their customer experience management initiatives, the report found the top 20 per cent ‘best in class’ brands [...]

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Brands look to create personalised mobile customer experiences

Published on 09 May 2013 by in Latest News

A new Econsultancy report reveals that, although only 13 per cent of brands currently offer a personalised customer experience via mobile, a further 54 per cent intend to do so within the next year. While 43 per cent of the brands surveyed currently tailor their online service to the needs of customers browsing via a [...]

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Out with the cash register: the CIM benefits of new payment technologies

Published on 09 May 2013 by in Latest News

Marks and Spencer have cemented their position as the UK’s leading contactless payment retailer this week, rolling out contactless payment services in 644 of the company’s nationwide branches. The move will see Marks and Spencer processing 230,000 contactless payments per week, with one in three card transactions under £20 already taking place via contactless payment [...]

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The customer engagement opportunities of Google Glass

Published on 03 May 2013 by in Latest News

News this week suggests several major companies have already started experimenting with developing apps for Google Glass. This has led other brands to begin questioning how the device could help them better connect with their customers in years to come. Though Google’s pioneering Glasses are still only available to a select few developers and are [...]

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Do brands need to embrace chat apps for customer service?

Published on 02 May 2013 by in Latest News

As consumer use of mobile messaging apps surpasses SMS, is it time that brands also made the move to services like WhatsApp and BBM to communicate with customers? For the first time, the volume of messages sent via mobile apps exceeded those from traditional SMS based texting services, with consumers sending 19 billion chat messages [...]

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Retailers discuss mobile’s role in shaping the customer experience at the Mobile Retail Summit

Published on 25 April 2013 by in Latest News

A summary of the key insights from retail leaders into how the growth of mobile is shifting customer expectations, from @MMMagTweets’ Mobile Retail Summit yesterday.

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Facebook Home raises the stakes for social customer service

Published on 23 April 2013 by in Latest News

Facebook’s new Home app puts social conversation at the forefront of a customer’s mobile phone, leading the CIM industry to question how the change will affect social customer service expectations. Having already achieved 500,000 downloads since its release just over a fortnight ago, Mark Zuckerberg’s prediction that Facebook Home would, “change the relationship,” between consumers [...]

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The effect of mobile on customer expectations

Published on 17 April 2013 by in Latest News

As this recent presentation by communications research firm Enders Analysis so clearly demonstrates, Smartphone ownership has risen dramatically in recent years, bringing with it a seismic change in customers’ service expectations. 2013 04 mobile overview from bge20 The presentation outlines the extent of mobile’s ubiquity, as smartphone penetration rates now break the 50 per cent [...]

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John Lewis MD says even the 2013 Multichannel Retailer of the Year has further to go to improve the customer experience

Published on 15 April 2013 by in Latest News

Despite winning the coveted Multichannel Retailer of the Year title at last month’s Retail Week awards, John Lewis MD Andy Street admits even the retail leader hasn’t perfected the multichannel customer experience. “I don’t think anybody has really got the entire multichannel,” relates Street, honestly stating, “We haven’t to be frank, but we are probably [...]

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Brands waking up to the mobile revolution

Published on 10 April 2013 by in Latest News

Having witnessed the way mobile internet access is fundamentally shifting consumer behaviour, companies are finally beginning to see mobile as an integral part of their customer experience strategy. Smartphone uptake rates in recent years have undoubtedly taken brands by surprise, leaving many struggling to keep up with evolving consumer habits. However, now that more than [...]

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