Analyst/Bytes & Statistics
In Other News
January 30, 2014, 10 AM (PST) / 1 PM (EST)
To truly focus on the customer experience and deliver high quality, consistent service, there needs to be a balance between metrics and quality. It takes a combination of metrics, monitoring, coaching, training, and effectively communicating to consistently deliver a high quality customer experience that you can measure and promote. Additionally, it is important to know that delivering “excellent customer experience” does not require perfection. In fact, a focus on perfection often leads to customer dissatisfaction and negative employee morale.
Attend this session to take the imperfect path to excellence and learn:
Take Aways include:
Microsoft Acquires Parature
Verint to Acquire KANA Software
Accenture Awarded Contract to Help Belk Deliver a Seamless Multichannel Customer Experience
On-Demand Webinar: Dealing With Difficult People at the Holidays!
It is that time of year for warmth, good cheer, and fellowship. But do you have customers, co-workers, or bosses who never got the memo? Communications skills expert, bestselling author and practicing psychotherapist Rich Gallagher will help you warm up your interpersonal skills, and teach you how to deal with some of the "characters" in your working life:
Using evidence-based principles of strength-based communication, plus Rich's vast experience with managing difficult workplace situations, this on-demand webinar will help brighten your holidays with brand new tools for working effectively with anyone!
Worldwide IT Spending on Pace to Reach $3.8 Trillion in 2014
Spending on devices (including PCs, ultramobiles, mobile phones and tablets) contracted 1.2 percent in 2013, but it will grow 4.3 percent in 2014. Gartner analysts said convergence of the PC, ultramobiles (including tablets) and mobile phone segments, as well as erosion of margins, will take place as differentiation will soon be based primarily on price instead of devices' orientation to specific tasks.
Enterprise software spending growth continues to be the strongest throughout the forecast period. The 2014 annual growth rate is expected to grow 6.8 percent. Customer relationship management and supply chain management (SCM) experienced a period of strong growth.
The Gartner Worldwide IT Spending Forecast is the leading indicator of major technology trends across the hardware, software, IT services and telecom markets. For more than a decade, global IT and business executives have been using these highly anticipated quarterly reports to recognize market opportunities and challenges, and base their critical business decisions on proven methodologies rather than guesswork.
Last quarter, Gartner's forecast for 2014 IT spending growth in U.S. dollars was 3.6 percent, a 0.5 percentage points higher than the current forecast.
The data center systems spending growth outlook for 2014 has been cut from 2.9 percent in our previous forecast to 2.6 percent. This is mainly due to a reduction in the forecast for external controller-based storage and enterprise communications applications. These segments represent 32 percent of total data center system end-user spending.
Gartner has slightly revised downward the IT services compound annual growth rate between 2012 and 2017. The largest contributor to this revision comes from reductions in IT outsourcing — specifically, in colocation, hosting and data center outsourcing growth rates.
ForeSee Releases the ForeSee Experience Index (FXI): 2013 U.S. Retail Edition
The new FXI Retail report offers a comprehensive view of satisfaction at the Company-level and across every applicable sales channel including Store and Contact Center as well as Web and Mobile. The study is based on more than 67,600 surveys collected between Nov. 29 and Dec. 17, 2013, for the 100 biggest U.S. retailers as reported by the Fortune 500 and Internet Retailer’s top 100 websites. Retailers listed in this report include Amazon, Dell, L.L.Bean, Apple, QVC, Keurig, Costco, Ralph Lauren, Victoria’s Secret, Barnes & Noble, eBay, Groupon, Family Dollar, Best Buy, Toys“R”Us, zulily and others.
Company-level: retailers that satisfied the most (and least) during 2013’s holiday shopping season:
Amazon (90) and L.L.Bean (90) tied for the highest Company-level satisfaction. While this is the first time ForeSee has studied Company-level satisfaction during the holidays, the L.L.Bean website has scored an 80 or above in Web satisfaction eight out of the nine years measured, and Amazon has topped the Web satisfaction list every year. Amazon and L.L.Bean set the bar for customer experience excellence.
Priceline.com came in with the lowest Company-level satisfaction (76), as well as one of the lowest Web satisfaction (75) and Mobile satisfaction (73) scores.
Store channel: Apple, which prides itself on stellar Apple Store customer experiences, lost to the supermarket chain Publix Super Markets in Store satisfaction with a score of 86 – three points higher than Apple’s score of 83.
53 percent of retailers register merchandise as the main priority affecting in-store purchase, and 35 percent register service.
Web channel: While Amazon (88) led the pack for Web satisfaction, some retail sites such as vitacost.com (86), keurig.com (84) and llbean.com (84) are creeping closer. Basspro.com (83) and crateandbarrel.com (80) tied for the most improved sites with seven-point gains in customer satisfaction from last year.
57 percent of retailers identify merchandise as the top driver affecting customer web experience, compared to only 7 percent that register price.
Mobile channel: In a category that saw satisfaction stagnate this year, Walmart (80) was the only company to experience a significant increase of more than three points in Mobile satisfaction, seeing a five-point improvement from 2012’s score. Again, Amazon led the pack with a Mobile satisfaction score of 87.
38 percent of retailers register functionality as the top priority affecting the mobile customer experience, above both merchandise (34 percent) and content (31 percent).
Contact Center channel: QVC (88) beat Amazon (85) in Contact Center satisfaction by three points. Costco (85) and O’Reilly Auto Parts (85) tied Amazon in Contact Center satisfaction.
Holiday Satisfaction Trends:
Customers' loyalty wanes: 12 percent of customers surveyed said they only considered one company when making a purchase.
Almost half (49 percent) of people reported that the company they visited was one of several companies they considered equally when shopping.
Multichannel retailers satisfy shoppers: The most satisfied shoppers this holiday season were the ones that interacted with a retailer across multiple channels.
The majority of customers (57 percent) were single-channel users with a satisfaction score of 82, and the remaining 43 percent who used two or more channels to engage with the company recorded a satisfaction score of 85.
Customer satisfaction during 2013’s holiday shopping season is predictive of 2014 business success for retailers: When comparing the future behaviors of highly satisfied customers (with satisfaction scores of 80 or higher) to less satisfied customers (with satisfaction scores of 69 or less), ForeSee found that highly satisfied customers this holiday shopping season report being:
Zappos’ CEO on Using Corporate Relocation to Preserve Customer-Led Culture
IT Leadership Lessons You Can Learn From Failure
Making Better Decisions over Time
Finding the Ideal Agent
The former EVP of Walt Disney World shares indispensible Rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence. Lee Cockerell knows that success in business – any business - depends upon winning and keeping customers.
In 39 digestible, bite-sized chapters, Lee shares everything he has learned in his 40+ year career in the hospitality industry about creating an environment that keeps customers coming back for more. Here, Lee not only shows why the customer always rules, but also the Rules for serving customers so well they'll never want to do business with anyone but you. For example:
Rule #1: Customer Service Is Not a Department
Free Research on the Service and Support Industry
All of these reports can be accessed by clicking here...
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