New Study from CorvisaCloud Reveals Top Customer Service Complaints
A new study commissioned by cloud-based contact center provider, CorvisaCloud, confirms a direct correlation between customer service management and a company’s bottom line while offering insight on what components of a customer service program are most important to customer retention and acquisition.
In the survey of more than 1,000 U.S. consumers conducted by Zogby Analytics, CorvisaCloud shows that one in six customers would rather see their dentist than talk with a customer service agent. Why? One in five (20%) consumers say they’re most aggravated about having to repeat the same information to multiple customer service reps on the same call. And nearly a third (31%) of respondents will wait only five minutes before they hang up the phone, meaning that businesses without efficient customer support processes are looking at a considerable number of angry or lost customers.
Consumers are quick to voice their displeasure. The survey found that after a negative customer service experience one-third (34%) of consumers complain or ask for a manager, further elevating a company’s cost. A bigger concern for the business is that 16 percent of disgruntled consumers tell their friends and family and more than one in 10 (13%) go so far as to say they will never shop with that company again.
Conversely, the moment a customer contacts the company, the opportunity exists to create a solid ongoing relationship. Three in 10 (31%) customers who have a positive experience say they give positive feedback to the company and twenty-nine percent will continue to shop with them, perhaps even more frequently. And, a positive customer service might be the best form of marketing. Fourteen percent of respondents said they sing the praises of the company to friends and family after a positive experience.
Gartner says Cloud Computing will Become the Bulk of New IT Spend by 2016
The use of cloud computing is growing, and by 2016 this growth will increase to become the bulk of new IT spend, according to Gartner, Inc. 2016 will be a defining year for cloud as private cloud begins to give way to hybrid cloud, and nearly half of large enterprises will have hybrid cloud deployments by the end of 2017.
Gartner describes cloud computing as a style of computing in which scalable and elastic IT-enabled capabilities are delivered “as a service” using Internet technologies. It heralds an evolution of business in positive and negative ways. It has also become a hot industry term that has been used in many contradictory ways.
As enterprises build their cloud computing strategy, the program should be broken down into two primary IT centric work streams, two supporting IT work streams and a strategic business work stream. The two primary work streams are: the enterprise as a consumer of cloud services, and the enterprise as a provider of cloud services. When the enterprise is a consumer, the focus is on the IT-related capabilities delivered as a service. The main goal is determining if, when, where, how and why cloud services should be used. The hardware and software used to implement the service are handled by the service provider and are not a concern of the consumer. When the enterprise is a provider (e.g., building a private cloud) the focus shifts. Now the hardware, software and processes used to implement a cloud service are a primary focus. Service consumption only enters the equation to the extent a cloud service is used as part of the supply chain to develop and deliver the cloud service.
The supporting enterprise work streams are: securing, managing and governing cloud services, and building solutions based on cloud services. There must be software, appliances or services in place to facilitate the consumption and use of cloud service (e.g., provisioning onto a cloud infrastructure service). Cloud solutions may use any combination of cloud infrastructure, platform, software, information or business process services.
A final work stream focuses on the business. Besides being a consumer of cloud services or a provider of cloud services to an internal audience there are opportunities to use the cloud delivery model to provide services to customers and business partners. This represents an evolution of the enterprise's market-facing website and B2B initiatives such as EDI. IT should partner with the business to explore where the service delivery model, agility and elasticity attributes of the cloud style of computing support business optimization and innovation.
U.S. "Switching Economy" Puts Up To $1.3 Trillion of Revenue Up for Grabs for Companies Offering Superior Customer Experiences
Despite having more data and insights into consumer desires and preferences, companies in the U.S. have failed to meaningfully improve customer satisfaction or reverse rising switching rates among their customers. As a result, there is a potential $1.3 trillion of revenue at play in the U.S. market represented by the “switching economy,” according to new research released by Accenture.
The research revealed that 51 percent of U.S. consumers switched service providers in the past year due to poor customer service experiences, up five percent from 2012. Switching rates were highest among retailers, cable and satellite providers and retail banks – making companies in these sectors the most vulnerable, but also giving them potentially the most to gain.
Accenture's analysis of consumer spending forecasts and switching rates revealed by the survey shows that $1.3 trillion of revenue is being transferred between companies in the U.S., forming a sizeable “switching economy.” The findings are published along with the ninth annual Accenture Global Consumer Pulse Survey, which measured the experiences of 12,867 customers in 32 countries and across 10 industries to gain insight into the changing dynamics of today’s “nonstop” customers and assess consumer attitudes toward marketing, sales and customer service practices. The survey included 1,256 U.S. customers.
The survey found that customers are increasingly frustrated with the level of services they experience: 91 percent of respondents are frustrated that they have to contact a company multiple times for the same reason; 90 percent by being put on hold for a long time; and 89 percent by having to repeat their issue to multiple representatives. There are also frustrations with marketing and sales practices: 85 percent of customers are frustrated by dealing with a company that does not make it easy to do business with them; 84 percent by companies promising one thing, but delivering another; and 58 percent are frustrated with inconsistent experiences from channel to channel.
While up in some categories, the survey revealed that customer satisfaction levels have generally remained stagnant across industry sectors and overall satisfaction fell by one percent since 2012. Additionally, the rate of loyalty barely budged among U.S. customers, rising just one percent since 2012, and customers’ willingness to recommend a company rose by just two percent.
Against the high percentage of customers reporting they had switched providers in the last year, 81 percent said that the company could have done something differently to prevent them from switching. And, while the survey showed that price still plays an important role in the choice of provider, the customer experience is equally important.
Digital customer demands tailored experiences
The survey reveals 48 percent of U.S. customers use third-party online sources, such as official review sites, and one-quarter (25 percent) use customer reviews and comments from social media sites, to find out information about a company’s products and services. Word-of-mouth, including that shared via social media, continues to be the most important and impactful source of company information across industries and is used by 71 percent of the surveyed customers. In terms of the number of online channels used, 75 percent of respondents now use one or more online channels when researching companies’ products and services and 33 percent use mobile devices to access these online channels.
The gap between the use of digital technologies and the ability of companies to use them to improve customer experiences is highlighted by the survey’s findings that, among the 10 industries covered by the report, none made noticeable progress in providing customers with a tailored experience in 2013. In the utilities industry, only 18 percent of customers agreed their provider offered them a tailored experience. Even in industries, such as hotels and lodging and retail banking that are perceived to be leading in creating more personalized interactions, only 36 percent of customers acknowledge receiving a tailored experience, respectively.
Yet, while social media and online are regarded as important sources of information, one of the greatest frustrations customers have with companies is the perceived risk to privacy. Eighty-two percent of U.S. customers report that they feel companies they buy from cannot be trusted on how they use personal information provided to them.
The report found that companies that delivered valued customer experiences exhibited five common high impact capabilities, known as the customer-driven digital blueprint. These capabilities include:
1. Hyper-relevance: Show customers the company learns from every interaction and applies it at a more personal level, including customizing their channel and interaction preferences, so customers don’t have to repeat themselves or hit unnecessary roadblocks. This means using predictive analytics to provide a more tailored customer experience with more customization and personalization.
2. Relationships at Scale: Digital gives businesses rich channels through which to communicate with customers in much more personal ways and manage relationships with customers at scale. Use digital to bring the intimacy of the corner store to all customers and then give them more convenient access and more tailored services that matter to them.
3. Seamless Experience: Creating a seamless experience requires a multi-channel approach. Integrate information and processes that enable customers to flow easily across different channels when and how they choose.
4. Inherently Mobile: Learn from customers about what they want to do differently with mobile, and invest in mobile services and support capabilities that stand out to customers.
5. Naturally Social: Harness social media in order to deliver up-to-the-second customer preferences, greater levels of trust, a mechanism for direct and dynamic interaction and more and more usable data upon which business decisions can be made.
Gartner Identifies Top Vertical Industry Predictions for IT Organizations for 2014
Gartner, Inc. has revealed its top industry predictions for IT organizations and users for 2014 and beyond. Most industries are facing accelerating pressure for fundamental transformation, including embracing digitalization in order to survive and stay competitive.
Gartner's annual Predicts research on industry trends titled "Top Industries Predicts 2014: The Pressure for Fundamental Transformation Continues to Accelerate" features 12 strategic planning assumptions that CIOs, senior business executives and IT leaders should factor into their enterprise planning and strategy-setting initiatives.
CIOs and other IT and business leaders should use Gartner's predictions and recommendations to better understand the forces that are changing their world and develop strategies to address the requirements of this fast-changing business environment.
Top industry predictions include:
By 2016, poor return on equity will drive more than 60 percent of banks worldwide to process the majority of their transactions in the cloud.
By year-end 2017, at least seven of the world's top 10 multichannel retailers will use 3D printing technologies to generate custom stock orders.
By 2017, more than 60 percent of government organizations with a CIO and a chief digital officer will eliminate one of these roles.
By 2017, 40 percent of utilities with smart metering solutions will use cloud-based big data analytics to address asset-, commodity-, customer- or revenue-related needs.
By year-end 2015, inadequate ROI will drive insurers to abandon 40 percent of their current customer-facing mobile apps.
Full-genome sequencing will stimulate a new market for medical data banks, with market penetration exceeding three percent by 2016.
By 2016, 60 percent of U.S. health insurers will know the procedure price and provider quality rating of shoppable medical services in advance.
Through 2017, K-12 online education spending will increase 25 percent, while budgetary constraints will keep spending on traditional instructional categories stagnant.
By 2018, 20 percent of the top 100 manufacturers' revenue will come from innovations that are the result of new cross-industry value experiences.
By 2018, 3D printing will result in the loss of at least $100 billion per year in intellectual property globally.
By 2017, 15 percent of consumers will respond to context-aware offers based on their individual demographics and shopper profiles.
By 2015, 80 percent of life science organizations will be crushed by elements of big data, exposing poor ROI on IT investments.
The just-released 2014 Salary Guides from Robert Half show that U.S. starting salaries for professional occupations are projected to increase an average of 3.7 percent next year. Technology positions are expected to see the largest gains among all fields researched, with an anticipated 5.6 percent increase in the average salary for newly hired workers. Accounting and finance professionals can expect starting salaries to rise an average of 3.4 percent, according to the research.
Following is an overview of findings from the 2014 Salary Guides:
Accounting and Finance
The average starting salary for a newly hired accounting and finance professional in the United States is forecast to rise 3.4 percent next year. Financial and business systems analysts are in demand. The market for internal auditors and entry-level accountants also has strengthened.
Overall, base compensation for information technology professionals in the United States is expected to increase 5.6 percent in the coming year. Mobile applications and software developers are in particularly strong demand. Business intelligence analysts also can expect to see higher than average salary increases.
Creative and Marketing
Professionals in creative fields in the United States can expect average starting salary gains of 3.3 percent in 2014. The shortage of creative talent with digital and mobile expertise continues, with user-experience and mobile designers in particular demand.
In the legal field, starting salaries for positions in the United States are anticipated to rise 2.7 percent, on average, in the coming year. Mid- and senior-level associates are sought by law firms looking to expand lucrative practice groups or invest in new service offerings.
Administrative and Office Support
Overall starting salaries for administrative professionals in the United States are expected to rise 3.3 percent in 2014. Executive and administrative assistants and customer service managers are in particular demand. Support staff also are needed in the healthcare field and in human resources.