Search Results for: mobile shopping

A New Digital Age and Creating Value for Customers

Elliot Howard of financial IT leader Sopra Banking Software explains why we need to develop a culture of ‘customer curiosity’ In 1979, innovator Michael Aldrich coined the term ‘online shopping’ – and we’ve been busy buying products and services in cyberspace...

Why Texting Needs to Be Less Text-based

Switched on companies are racing ahead using the power of visual to drive customer response, says Paul Sweeney of contact centre tech leader VoiceSage When it comes to customer communications, marketing professionals are text focused. That’s fine – but all too...

Countdown to zero for Banking Customer Service

When it comes to measuring Customer Satisfaction, customers start their interaction hoping they’ll be able to score businesses at a ten, it’s only what we do throughout our interaction with them that keeps their score up there or that gradually...

Are retailers letting their customers down?

Steve Williams from Qmatic explores the findings of a survey that exposes a disconnect between how retailers rate their performance and customer perceptions of actual service delivery Consumers confirm they’re being let down when it comes to experiencing a consistent, positive...

Is the retail industry socially accepting? Winners and losers in the social media debate

Having a ‘good’ brand experience is the key to ensuring brand loyalty but a ‘bad’ experience can take a lifetime to forget. Social media has the potential to enhance customer experience but it also increases the opportunity for ‘bad’ experiences...

How To Use Session Replay to Improve Your Customers’ Website Experience

A recent IMRG Capgemini e-Retail Sales Index showed U.K. online retail sales via smartphones and tablets increased 138 percent in 2013 compared to 2012, with 82 percent of the sales attributable to tablets. This underscores a potentially massive problem for...

Global Customer Experience Predictions for 2014

Link to download: http://brandlove.co.za/wp-content/uploads/Customer-Experience-2014-eBook-by-Brandlove.pdf I had the opportunity to contribute to an eBook on CX predictions for 2014. The eBook was put together by Chantel Botha of BrandLove. In addition to Chantel, I was also joined by Jeannie Walters of 360Connext, Mike Wittenstein of Storyminers, Johan Botha of BrandLove, Chris Parker of...

Customer experience for digital natives

Digital natives, those in their early teens who have grown up with the Internet as an integral element of their lives, are starting to spend. Through our five-year study into the impact of technology on the behaviour and attitudes of...

Customers say you’re doing great? Then you may be doing something wrong…

It’s a rainy Monday morning. You have the day off, but sorting out some important elements of your financial life will take a chunk of it. The school run was a Battle Royale and, frankly, you’re just not in the best...