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

British Icon WH Smith feels the expensive price to pay for poor customer experience

WH Smith published its third quarter earnings after it was voted worst shop on the high street by Which? 5 years in a row for its poor service, high prices and untidy shops. According to Intelenet Global Services in this fast-paced, hypercompetitive retail environment, customers expect a single brand experience across all channels. Continue reading British Icon WH Smith feels the expensive price to pay for poor customer experience