We’ve helped leading brands understand exactly what their customers think by giving their customers a voice.
A recent Australian study* conducted across the retail, telecommunications, financial institution/banks and airlines industries has shown that social media is becoming a fully fledged customer service channel that shouldn’t be ignored.
The statistics that were interesting to us compared each industry to response rate. The telecommunications industry, maybe not surprisingly, led the way with an average 3 min response rate to the 442,000 September 2013 queries it received. In contrast, the retail industry took an average of 53 minutes to respond to it’s 61,000 monthly queries.
The head of Telstra digital, Gerd Schenkel, told the Australian Financial Review the company launched its customer service via facebook and Twitter about 2 1/2 years ago and believed it was contributing to improvements in their net promoter score. “One difference that is unique with social media is that people can observe us and how we deal with customer issues and how we treat them,” Mr Schenkel said.
We believe that it is a huge mistake for companies to leave out social media communication channels when developing or reviewing their customer service systems. If social media isn’t considered within your customer service strategy then it’s likely you could be left behind. You may also find more and more cases of your brand being diminished because consumers aren’t receiving responses to their requests on social media - in real time.
With the new year fast approaching give some consideration to how you respond to queries you receive via social media. Even if you don’t use it for customer service. You can’t afford to ignore it.
* source : social pulse.
Welcome to our latest issue of Realise Quarterly News.
With more and more consumers planning ahead for their Christmas spending, it is an ideal time of year to get your customer service levels in check and ensure that the competitive festive dollar is spent on your brands, products or services.
In this issue, we introduce you to our latest Voice of the Customer management platform, Feedbox, a technology that is unique to the Australian retail marketplace.
We share first-hand feedback from 7-Eleven's CEO on how our Field Agent™ iPhone App is proving to be an invaluable component of their in-store data collection strategy and we explain how Super Shopper can help unlock even more detail about your customers' in-store experience.
Finally, The Realise Group were thrilled to work with the Australian Retailers Association to award Brava Sport with Australian Innovator of the Year 2013.
Australians are more likely to be loyal to small businesses offering quality services and products than those offering freebies or bargain-basement prices, a new survey has revealed.
The survey of more than 1800 Australians conducted by business review site Word of Mouth Online, asked respondents to prioritise the things that would encourage them to use a business again within three service categories: personal care, food service and tradespeople.
The survey found fewer Australians are tempted by discounted meals and two-for-one drinks, with 93% rating good quality food and beverages as very important reasons to return to a restaurant, café or bar.
Quality of service was also an important factor with 79% of respondents rating attentive and courteous staff highly.
When it comes to trades, Australians value high expertise and workmanship over all else, with 93% saying these are crucial in determining whether they will engage services from these businesses again.
Of those surveyed, 81% say good communication and friendly service are also very important.
The beauty industry's tendency to offer fast service, free samples and discounted treatments are not the drawcards they once were.
Expertise and quality are far more important, with 87% of those surveyed saying these influential factors would encourage them return to hairdressers, beauticians and massage therapists.
WOMO founder Fiona Adler told SmartCompany business owners should focus on offering quality products rather than wasting resources on offers that may not entice customers.
"Consumers have been disappointed when they go for the cheapest price, they get a lot more value for their money when they hunt down better quality," she says.
With this shift in consumer priority, Adler says investing in areas to improve quality of service and products is crucial for the survival of small business.
"Businesses should be investing in staff training and using premium materials rather than cheap gimmicks and promotions," she says.
Adler says the most important thing businesses can do is look after their existing customer base.
"They need to care about the service they're providing and to ensure each customer has a good experience," she says. "Our research shows people don't mind if they have to wait or pay more or drive further for something. Quality equals loyalty."
Adler says the proliferation of consumer-generated reviews online is contributing to the choices customers are making.
"The consumer-business relationship is really changing. There's more information at our fingertips and customers are getting savvy," she says. "There's a trade-off between quality service and value. We've got the information to make the choice, so businesses should play to their strengths rather than race to the lowest price."
Contact us to find out how we can help keep your customers coming back to you. www.therealisegroup.com.au