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Bettering the Customer Experience . . .
Consumers Consider Highly Trained Employees the Most Important
Empathica announced that its Consumer Insights Panel survey of 5,000 U.S. and Canadian consumers found that nearly a third of consumers consider highly knowledgeable and well-trained employees as the most important element of their luxury purchase experience. Survey results also showed that consumers are very willing to walk out of a luxury retail store if they are not receiving the one-on-one attention they need. In fact, three out of four consumers said they buy either nothing – or less than what they would normally purchase – if there are not enough employees in the store to assist them. . . . read more >>
Allegiance Simplifies Analysis and Measurement of CX
Allegiance announced the availability of CXPro, a package of software and services specially designed for customer experience (CX) professionals. The Allegiance CXPro package combines survey templates and reports, including analytics and dashboards, with CX-specific consulting and best practices to accelerate customer experience programs. Because Allegiance CXPro helps customer experience professionals map their initiatives to key business outcomes, they can ensure more positive business results. . . . read more >>
New Scribe Online Service Offers Integration Performance
Scribe announced the launch of Scribe Online Synchronization Services (SYS), the 2nd service delivered on the Scribe Online cloud integration platform. Scribe Online SYS is an alternative to integration middleware, simplifying synchronization between CRM and other business applications. SYS delivers the customer information businesses need, where and when they need it. . . . read more >>
The Cost of Discounting
Markdowns and cash rebates, a strategy of many brands and retailers today, may actually be eroding brand loyalty, COLLOQUY reveals in a report that should serve as a wake-up call for U.S. marketers. When asked if it pays to be loyal to a favorite brand, only 12% of U.S. consumers strongly agree and only 17% say loyalty programs are a "very influential" factor in determining a purchase. In a white paper titled The Rules of Engagement: Loyalty in the U.S. and Canada, COLLOQUY says loyalty programs have fallen into a trap of copying one another with discount and cash-back rewards that increasingly look alike to consumers. The research conclusion: Something new is needed, otherwise brand owners must incur not only the margin losses but also the cost to re-engage their customers. . . . read more >>
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