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Bettering the Customer Experience . . .
Study Highlights Service as Growing Influencer in Satisfaction
Verint announced results from a new customer satisfaction survey of more than 7,000 consumers throughout the United States, United Kingdom, France, Germany, Poland and Russia. The research explores consumers’ attitudes on services provided by organizations in five sectors (phone, TV and broadband services, financial services, retail, utilities and public services) worldwide. Key findings paint a picture of consumers that increasingly value service, are less responsive to conventional marketing approaches and are ready to share their views on social media. Of consumers polled, 48 percent disagreed with the statement “price is the only thing that matters to me—service is secondary.” However, 22 percent agreed with the statement, indicating by more than a 2-to-1 margin that service is as important as price. . . . read more >>
Managing Customer Expectations is Biggest Barrier
Managing customer expectations and communicating with customers are among the top challenges facing customer service departments — an area in which most companies don’t see as a top priority — according to a survey by ASQ, the world’s leading authority on quality. The survey polled more than 600 quality and customer service professionals worldwide. Results indicated little disparity from country to country. In addition to managing customer expectations — cited as the top barrier by 29 percent of respondents — 20 percent of respondents said communicating with customers was their No. 1 challenge, while 16 percent said educating customers about products and services was their biggest hurdle. . . . read more >>
Transitions Optical to "Keep an Eye” on its CRM Efforts
Conversational marketing technology provider Neolane and The Marketing Store Worldwide, a brand activation agencies, announced the implementation of Neolane’s marketing automation software for Transitions Optical. Transitions Optical is a manufacturer of photochromic lenses in the world. Transitions Optical is expanding its Official Sponsor of Sightseeing program in 2013, emphasizing how wearers can go beyond everyday moments and focus on the must-see moments in life—particularly when it comes to activities such as enjoying food, music, sports and travel. For this program, Transitions is turning to Neolane and The Marketing Store Worldwide to support its CRM efforts, expand its social integration, and grow its cross-channel communications efforts. . . . read more >>
Customer Lifetime Value: Four Phases To Maximize Success
In any business, the customer experience and customer lifetime value can make or break your ability to drive and accelerate both growth & profitability. In a software as a service (SaaS) business, that impact is magnified further. The economics of SaaS tend to make acquisition costs fairly high as a function of early revenue, thus counting on longer customer lifetime value to drive efficiency and profitability for the business. Unfortunately, our actions don’t always reflect this understanding. Look at most businesses, particularly those in early stages of development or growth, and you’ll find teams heavy on acquisition focus but light on retention. . . . read more >>
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