According to a recent survey we fielded, businesses are significantly overestimating the quality of their customer service:89% of businesses give their customer service a grade of A or B, and 84% of businesses believe their industries “usually” or “always” provide excellent customer service.
However, only 52% of consumers agree – and only 9% think that they “always” get...
There is arguably no better case study for the disruptive impact of digital technology than communication and interaction models. Just over a decade ago, the contact center was rooted in traditional voice as there was no web chat, mobile apps or social media. Fast forward to today, and a significant portion of all interactions take place via digital platforms. To remain relevant, BPO has had to...
The importance of increasing customer loyalty at a time when there are so many competitors offering similar products and services cannot be overstated. Consumers have a myriad of options available to them across a variety of channels in the digital age, so brands must invest time and resources into building stronger relationships. This can include a renewed focus on personalized customer service...
What made for a good customer experience just a decade ago is quite different from where we are now. Even if you've worked hard for years to deliver excellent CX's online or in-store, you will have realized that changes are afoot. With competitors increasing and customers wanting more power in what they buy, differentiation is imperative.Before you get there, though, you're going to have to...
By coordinating channels, retailers can be present in the appropriate channel at the appropriate time for the customer. This can drive loyalty as convenience and uniformity make it easier for a customer to understand what the retailers offer is. Customer’s discovery processes often start with a ‘blank sheet’. Previously favoured brands would be the first port of call for every purchasing...
One hundred invited representatives from well-known fashion, cosmetics and consumer goods (FMCG) companies, gathered in Berlin to discuss industry trends in e-commerce at the second annual event. After the successful premiere last year under the name “Arvato Client Day”, the Consumer Products division of Arvato SCM solutions renamed the event, “Arvato eXperience Day”. And focused...
IS OMNI EVERYTHING?
Increasing customer expectations and their demand for a continuous commerce experience challenges retailers globally. Consequently, almost any retailer has come across the theories around OMNICHANNEL RETAILING, which entails the connection of all available sales and distribution channels in order to provide a seamless shopping experience to customers.While OMNICHANNEL is...
Updates from our Fashion, Beauty and FMCG divisionRetailers are busy – from running the day to day operations for their brand to managing their online presence. Put all that together with the ever shifting retail world to keep up with eCommerce trends in an omni-world can leave one juggling a lot more than just their brand. The juggling act can eventually take away from the main focus -...
With innovation continuing to be a focus for retailers, a new Retail Innovation Report identified 5 top priorities that retailers are looking at for the near future.Retail success is now being driven by a set of new measures, according to original research in a new report from Arvato, a global provider for full-service eCommerce and supply chain solutions, and Practicology, a leading...
With more purchase transactions occurring online, eCommerce as a sales channel continues to thrive. The role that mobile commerce has had in influencing shopping behavior has played a crucial part in the growth. Shoppers now have 24/7 accessibility, flexibility to search and shop when it is more comfortable and convenient for them. And with the competition just a click away, retailers have...