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1 min read
82% of Retailers Believe they Provide a High Level of Customer Experience, but 72% of Consumers Disagree
It’s the age of the customer and retailers are getting serious about how they implement and manage the customer experience. Today’s consumers live multi dimensional, multi platform lives and their buying behaviours reflect the same complex dynamics. These days it’s rare for a customer to be a ‘purel...
3 min read
The Key Challenges for Banks in the age of the Customer
Bank customers have more choices in how, when, and where they can do their banking today. Changing a bank is easy and engagement with one specific bank is not lifelong anymore. Simply put, customers are prepared to walk away from their bank if their expectations are not met. A Cap Gemini* study on g...
1 min read
For Success with Employee Empowerment, Work Backward from the Customer
In the mid-1980s, during my time at IBM, I remember an “empowerment” initiative that swept through the company. We attended training programs and learned that to be empowered meant we had to take more responsibility and be accountable for the results. Yet despite more empowered employees, IBM perfor...
1 min read
Customers Demand a Physical Shopping Experience
While customers have the power to choose how and when they shop – whether it be online, mobile or via a call centre etc. – half (49%) of consumers confirm the option of being able to visit a physical store to preview items and/or make a purchase is important to them, according to a new Qmatic survey...
1 min read
4 Important Research Findings about Customer Experience
When we surveyed* 500 shoppers a few weeks ago, the majority (70%) cited that having a good overall shopping experience is important to them. Following a bad customer experience in the last year, around one in three (31%) consumer respondents confirmed that have stopped using a retailer and over hal...
2 min read
84% of leaders rank patient experience as a top priority – Here are top tips on how to deliver
Healthcare facilities of all types are under enormous pressure to provide an improved quality of care to more patients while coping with limited available resources. For hospitals in particular, public and private, this often means a stressful experience for patients and staff alike. According to Ca...
2 min read
How iBeacons can improve customer experience
Even with the current technology hype around iBeacons and BLE, most people probably have never heard of it. But since Apple last year subtly introduced iBeacon as part of iOS 7, more and more companies are now taking advantage of the feature and are launching early products and services. What is iBe...
2 min read
Why 90% of Your Customers Leave After a Single Bad Experience – And What To Do About It
In today’s highly competitive business climate, being able to attract, serve and satisfy more customers is a key to success and increasing revenue. A happy customer is more likely to be a loyal one, coming back to your store. Retaining customers and keeping them loyal to your brand is a challenge th...