Category Archives: Market Research

B2B businesses are underestimating customer service and must learn from the B2C approach, according to research by Claranet

The pervasiveness of technology in everyday life means that people have come to take for granted the convenience of mobile, e-commerce, instant access to information, products and services, and the ability to offer feedback through social media. Their expectations around how to find, research and buy what they want have been moulded by these digital experiences, and as they enter the workforce, they take these expectations with them. Continue reading B2B businesses are underestimating customer service and must learn from the B2C approach, according to research by Claranet

SAS survey: 93 per cent of businesses cannot use analytics to predict individual customers’ needs

Most businesses are at risk of trapping their customers in a cycle of repeated recommendations, according to a new report from analytics leader SAS. Nine in 10 (93 per cent) businesses are unable to use analytics to accurately predict what individual customers will want in future. However, more than half (54 per cent) mistakenly believe they are ‘best-in-class’ or ‘transformational’ when it comes to using customer intelligence to shape their marketing campaigns. Continue reading SAS survey: 93 per cent of businesses cannot use analytics to predict individual customers’ needs

70% of consumers demand more convenient customer service options to support 24/7 lifestyles

Over two-thirds (70%) of UK consumers would like customer service to be more convenient and offer more channels to get in touch with organisations, according to a new report, ‘Customer engagement – the road to 2020’, commissioned by West Unified Communications Services. This shows that contact centres are still behind in offering digital technologies that deliver on their promise of excellent customer engagement from a consumer’s perspective. Continue reading 70% of consumers demand more convenient customer service options to support 24/7 lifestyles

Businesses Are Investing in Technology to Improve Customer Experience, but Many Are Still Falling Short of Giving Customers What They Want

A new Mitel® survey of 5,000 adults from the United States, UK, France, Germany and Australia indicates a measurable disconnect between the advancements organizations think they are making to deliver exceptional customer experience and how customers actually view their commercial interactions. Continue reading Businesses Are Investing in Technology to Improve Customer Experience, but Many Are Still Falling Short of Giving Customers What They Want

70% consumers think the use of bots is acceptable in customer service

Over two-thirds (70%) of consumers think the use of bots programmed to respond like agents is acceptable in customer service, reveals a new report, ‘Customer engagement – the road to 2020’, commissioned by West’s Unified Communications Services. This shows that consumers are happy to move to digital from voice if it is convenient, quick and helpful. Continue reading 70% consumers think the use of bots is acceptable in customer service