Some 90% Of Aussie Retailers Claim Their CX Is Excellent! Only 2% Admit They’re Crap!

Some 90% Of Aussie Retailers Claim Their CX Is Excellent! Only 2% Admit They’re Crap!
SHARE
THIS



Perhaps they’re not visiting their own stores! Australia’s retailers overwhelming believe they are doing a great job on the customer experience front with only two per cent conceding they provide a poor experience according to a study by Frost and Sullivan.

According to the report which was commissioned by cloud based ERP specialist Netsuite, 89 per cent of respondents indicated that they currently offer an excellent or good customer experience but only two  per cent feel they offer a poor experience.

The study’s authors suggested this judgement is largely based on perception rather than tangible measurement. While 85 per cent of medium and large retailers currently measure and monitor the quality of the customer experience, only 37 per cent of smaller retailers do, with many relying on unsolicited customer feedback, which is an unstructured and largely unreliable form of measurement.

The report also indicates that the majority of Australian retailers are adapting to changing market conditions by becoming multi-channel businesses, with almost 90 percent now operating a website (up from just over 50 per cent in 2013); over 80 per cent having a social media presence (up from 32 per cent in 2013); 61 per cent offering transactional capabilities on their website (up from 38 per cent in 2013); and 43 per cent having a mobile website or application (up from 28 per cent in 2013).

To gain a holistic approach to managing the customer experience the authors argue that an integrated strategy is required by retailers to combine all customer touchpoints within a single organisational structure and business system. “Achieving this is not always simple, particularly when retailers have existing legacy systems that support different business functions,” they say.

“The key to managing the customer experience is to have one database with a single and unique record for every customer, which can be accessed in real-time at all points of interaction,”said Mark Dougan, managing director for Australia and New Zealand at Frost & Sullivan. ”

The richer the data the better, as this enables tailored and relevant interactions with customers. This personalisation is increasingly critical to customer experience management, as consumers are responsive to offers and communications that are highly relevant to them, and very unresponsive to those that are not.”

The study, also indicated that the proliferation of retail channels has made customer experience management far more challenging, with retailers now required to deliver a consistently high and increasingly personalised customer experience across multiple channels – brick-and-mortar stores, online, mobile, call centres and social media.

This article originally appeared at www.which-50.com

Latest News

ADG Commercial & Content Directing Mentoree Profile: Stef Smith
  • Media

ADG Commercial & Content Directing Mentoree Profile: Stef Smith

Guess what! Our annual Women in Media Awards are in less than a month! We’re getting super excited, and you should be too – because what’s better than taking some time to celebrate the inspiring women in this industry? But to get you even more excited, we’ve decided to profile the recipients of the Australian Directors’ Guild […]

by B&T Magazine

B&T Magazine
Pooled Energy Appoints Magnum & Co And The Wired Agency
  • Advertising
  • Marketing

Pooled Energy Appoints Magnum & Co And The Wired Agency

Swimming pool electricity retailer Pooled Energy has appointed Magnum & Co and sister agency The Wired Agency to its roster, following a competitive pitch. Magnum & Co will handle Pooled Energy’s social media and PR, while The Wired Agency has been appointed to manage the company’s search and display advertising. Both agencies will collaborate with […]

McCann Creates Six ‘Unwritten Reviews’ For Melbourne International Film Festival
  • Advertising
  • Campaigns

McCann Creates Six ‘Unwritten Reviews’ For Melbourne International Film Festival

Creative agency McCann Melbourne has collaborated with local artists to ignite the senses at the Melbourne International Film Festival (MIFF). Inspired by the festival’s mission, the ‘Unwritten Reviews’ seek to bring to life the emotive response of each film through an unforgettable sensory experience – at times evoking the same response as the films. This […]

Spark Foundry Scoops Up $10m Media Account For Peters Ice Cream
  • Advertising
  • Media

Spark Foundry Scoops Up $10m Media Account For Peters Ice Cream

Iconic ice cream company Peters Ice Cream is continuing its longstanding partnership with Publicis Media, appointing Spark Foundry to its media account. Zenith was the incumbent on the $10 million account, and B&T understands Initiative was also involved in the pitch process. Peters was established in Australia in 1907 by Fred Peters and its brands include […]

Youngbloods Launches ‘Innovate Or Die’ Event In Partnership With General Assembly
  • Advertising
  • Marketing
  • Media

Youngbloods Launches ‘Innovate Or Die’ Event In Partnership With General Assembly

Youngbloods NSW has launched its August panel event, which will see six industry leaders discuss how innovation is transforming the industry. The event will take place General Assembly’s HQ on Wednesday 1 August at 7pm. Tickets (which you can purchase here) are $20 and include booze and pizza. The line-up of speakers for the event […]

Masculinity Roasted In Clever New Ad
  • Advertising
  • Campaigns

Masculinity Roasted In Clever New Ad

Think masculinity means drinking a case without chundering? Well, rediscover it (& possibly yourself) with this top ad.

by B&T Magazine

B&T Magazine
WPP AUNZ Partners With Career Trackers Indigenous Internship Program
  • Advertising

WPP AUNZ Partners With Career Trackers Indigenous Internship Program

Advertising and marketing network WPP AUNZ has joined the Career Trackers Indigenous Internship Program as part of its commitment to a diverse workforce, and the creation of opportunities that inspire excellence. As part of the program, WPP AUNZ has welcomed its first three interns: Abi-Leigh Dillon (WPP AUNZ), Amy Mccutcheon (MediaCom) and Jacinta Evans (Ogilvy), […]

Taboo Goes On A Hiring Spree
  • Advertising

Taboo Goes On A Hiring Spree

Taboo has gone a hiring spree. And when it comes to sprees, that's far better than a shooting one or a farting one.

Luke Kelly Becomes A Partner At HBT
  • Advertising
  • Marketing
  • Technology

Luke Kelly Becomes A Partner At HBT

B&T's not sure what's with that twirly thing in the press photo, suffice to say a vortex to an alternate dimension?

Women In Media Profile: Alison Michalk
  • Media

Women In Media Profile: Alison Michalk

If B&T's Women in Media profiles were an animal they would be a gazelle or lioness, or even a lioness eating a gazelle.

by B&T Magazine

B&T Magazine
Grant Broadcasters Makes Several Changes To Senior Executive Team
  • Media

Grant Broadcasters Makes Several Changes To Senior Executive Team

Independent media company Grant Broadcasters has announced a number of changes to its executive ranks. Grant Cameron will move up to become non-executive chairman for the company, and Alison Cameron (pictured above) – currently the chief operating officer – will assume the CEO role. Dugald Cameron remains responsible for the family’s investment portfolio and is […]

Shopper Media Group Partners With Mist To Offer New Tech & AI-Driven Capabilities
  • Advertising
  • Media

Shopper Media Group Partners With Mist To Offer New Tech & AI-Driven Capabilities

Australian retail out-of-home (OOH) business Shopper Media Group (SMG) has announced a partnership with AI-powered wireless networks provider Mist. The partnership will see SMG offer new WiFi, analytics and location-based services across the company’s portfolio of Australian shopping centres. Mist currently provides WiFi and location services using virtual Bluetooth LE technology to businesses across all […]

Indy Agency This Is Flow Wins Cruiseco’s $5 Million Media Account
  • Advertising
  • Media

Indy Agency This Is Flow Wins Cruiseco’s $5 Million Media Account

Travel organisation Cruiseco has announced the appointment of Sydney independent agency This is Flow (TIF) to handle its $5 million media account. This is the first time Cruiseco has appointed an agency, having managed its communications internally. Cruiseco is the largest and broadest distributor of cruise products in the Southern Hemisphere. With a membership base […]

Women In Media Profile: Naomi Shepherd
  • Media

Women In Media Profile: Naomi Shepherd

Need a Monday morning pick-me-up? You could stand naked next to the office fridge or read these inspiring words.

by B&T Magazine

B&T Magazine
APN Outdoor Takes Off With Queenstown Airport Contract
  • Advertising
  • Media

APN Outdoor Takes Off With Queenstown Airport Contract

Out-of-home media business APN Outdoor has won the tender for New Zealand’s Queenstown Airport. As part of the new agreement, APN Outdoor has flagged extensive development plans for Queenstown Airport’s advertising assets. The new contract adds Queenstown Airport to APN Outdoor’s existing portfolio of Auckland and Christchurch Airports. The media company will hire a South […]

Havas Secures Exclusive ‘Fight Of Champions’ Broadcast Rights With Foxtel For Australia & NZ
  • Media

Havas Secures Exclusive ‘Fight Of Champions’ Broadcast Rights With Foxtel For Australia & NZ

Havas Sports & Entertainment ANZ, a division of the broader global full-service agency Havas, has confirmed an exclusive deal with Foxtel to showcase the World Boxing Association (WBA) Welterweight Championship across the trans-Tasman. Billed as the ‘Fight of Champions’, Manny Pacquiao and Lucas Matthysse will square off for the WBA Welterweight belt this Sunday. Havas […]

The Question On Everybody’s Lips At Cannes: How Did Tesco Win The Grand Prix Media Lion?
  • Media
  • Opinion

The Question On Everybody’s Lips At Cannes: How Did Tesco Win The Grand Prix Media Lion?

In this guest post, PHD’s Chloe Hooper (pictured below) analyses the campaign that claimed top honours in the Media category at Cannes this year. I sat in the auditorium as the Cannes Media Lion winners for 2018 were awarded. One thing became instantly clear to me: it is all about taking home Gold or the Grand Prix. […]

Opinion

by B&T Magazine

B&T Magazine
MINI Australia Showcases New ‘Connected’ Vehicles Via Vizeum & Posterscope
  • Advertising
  • Campaigns

MINI Australia Showcases New ‘Connected’ Vehicles Via Vizeum & Posterscope

An integrated campaign by Vizeum Melbourne for MINI Australia’s new ‘Connected’ vehicles will see digital out-of-home (DOOH) served via Posterscope’s Liveposter platform. Delivered centrally, the campaign will showcase the flexible qualities DOOH provides via multiple creatives targeted with specific data overlays such as location, traffic, time of day, and weather triggers such as rain. The […]