For retailers looking to scale up from a regional loyalty program to an international one, the process isn’t as simple as translating existing offerings market by market. To be successful, you need to create an expansion plan rooted in a deep understanding of both global audience preferences and keen awareness of region-specific data and privacy concerns.
https://www.colloquy.com/latest-news/avoid-a-copy-paste-mentality-when-taking-your-loyalty-program-global/
To improve customer satisfaction, a new report recommends companies prioritize people – particularly those on the front line.
Despite industry efforts to make improvements, customer satisfaction with contact center interactions haven’t changed in the past year, leaving lots of room for improvement. According to new research from the CFI Group, the 2017 Contact Center Satisfaction Index, consumer satisfaction with call center interactions scored an overall 68 out of 100, the same as last year. Property and casualty insurance contact centers beat the average with a score of 75, five points higher than last year. CFI credits this to more effective and empowered associates, two leading factors the group believes contribute to increased satisfaction. Telecom service centers also increased from 63 to 65.
http://www.1to1media.com/voice-customer/contact-centers-are-still-popular-satisfaction-remains-mediocre/
In many conferences in 2017, the buzz has all been around the customer experience, customer journeys or customer engagement. These topics come up in almost every presentation in a banking, hospitality, marketing or retail conference. However, there was little linkage between these “buzz” topics with loyalty nor branding. There is a correlation between the customer experience and how that impacts loyalty and an organisation’s brand. How does a brand inspire loyalty and how does the customer experience elevate a brand?
http://www.marketing-interactive.com/features/synchronizing-loyalty-customer-experience-and-branding/
Organizations are increasingly realizing that for GRC to be truly pervasive, the processes and tools that support it need to be as simple and intuitive as possible. It’s already happening with new generations of GRC software that are more personalized, responsive, and intuitive than ever. It’s happening with cloud-based GRC deployments that are faster and more efficient. Developers and partners are collaborating to build more GRC apps that can cover the whole gamut of requirements, ranging from IT risk management, to third-party management, and even regulatory change management. All of it brings us closer to achieving the vision of pervasive GRC.
http://www.cxotoday.com/story/governance-risk-and-compliance-trends-and-predictions/
Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. The key to VoC maturity and ROI is not sophistication or breadth of market research. It’s about viewing VoC itself and VoC actions and metrics as value chains.
http://customerthink.com/value-chain-solution-to-voc-roi/
October was National Cyber Security Awareness Month (NCSAM) and the epic Equifax breach serves as just one reminder of the frequent and rising cyber risks and hacking incidents. For customer service organizations, managing the exponential growth of customer data across multiple customer communication channels and platforms is not easy.
http://customerthink.com/why-the-highest-compliance-should-be-your-baseline-for-customer-service-messaging/
Customer loyalty is critical to the survival of any business. If your customers suddenly find good reasons to start visiting your competitors, maybe it was because they weren’t satisfied with your product, or the type of service they received while with you. None of them ever told you about any problems they were having, they just stopped coming.
If that sounds strange, then consider the following statistics –
http://customerthink.com/6-reasons-your-customers-do-not-complain/
I came across an article this week that immediately caught my attention: Top Takeaways From The 2017 Customer Rage Study. While the study itself is not yet available on the Customer Care and Measurement & Consulting website, the fact that they have previously conducted similar research and you can filter articles by the subject of “rage” leads me to believe they are a bit of an expert.
http://customerthink.com/three-ways-to-avoid-customer-rage/
We’ve all been there. That grudge payment we have to make. And on top of it, to make it, we need to go and stand in a queue that are usually extra long. Today was no different. I stopped at the traffic department to pay my license, saw the people queuing out the door and decided to come back a bit later (hoping that things would calm down a bit).
https://customerthink.com/do-you-talk-about-great-cx-or-do-you-do-great-cx/
According to Kantar TNS’s latest Connected Life research, brands still have work to do to build trust in digital channels.
The report reveals that acceptance of chatbots, which are increasingly used in customer service functions, is generally low in Europe: just 28% of British consumers are willing to interact with them online. However, consumers in other markets are even less open to them: less than a quarter (22%) of Australian consumers said they were happy to interact with AI.
https://uk.kantar.com/tech/digital/2017/british-consumers-not-ready-to-embrace-online-customer-service/
