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

Please login with linkedin to comment

Advertising Standards Bureau Roadshow Films Salary

Latest News

Young woman camping on the beach, carrying surfboard at night
  • Partner Content

New ‘Future Of Work’ Gives Reckitt Employees A Choice

Reckitt has leveraged internal research to launch its new Future of Work Strategy. The research uncovered key highlights for employees working for the consumer healthcare organisation in Australia, which form the foundations on which the Reckitt Future of Work model was created. Completely based around flexibility, the approach offers employees a hybrid model where they […]

Partner Content

by Reckitt

A young smarty pants ponders the meaning of the universe. It is never too early to be smart.
  • Marketing
  • Partner Content

An Educated Guess: Three Ways Hypothesis-Based Marketing Can Work For You

With Google abolishing third-party cookies and Apple continuing to push privacy-first solutions, marketers are on the lookout for new ways to reach engaged customers, while remaining compliant with rules and regulations. To help these marketers, Australian data commercialisation company smrtr has recently released a new whitepaper Through the Looking Glass: The Rise of Hypothesis-based Marketing. The whitepaper looks […]

Partner Content

by smrtr

GET YOUR SKATES ON: Entries For This Year’s Women In Media Awards Close Today!
  • Advertising
  • Marketing
  • Media

GET YOUR SKATES ON: Entries For This Year’s Women In Media Awards Close Today!

We’ve dished out plenty of reminders, but believe us when we say that NOW is the time to submit your entry for B&T’s Women in Media Awards 2021, presented by Are Media. On-time entries for this year’s Women in Media Awards close TODAY (Monday 21 June at 5pm AEST). And, while you can submit entries after this date for […]

by B&T Magazine

B&T Magazine
Bangkok, Thailand - July 22, 2019 : iPhone user touching Tinder logo on iPhone screen to open the app.
  • Media

Nearly Half Of Australians Say They’re Addicted To Their Phones

A recent report by reviews.org has found that 46 per cent of Australians say they are addicted to their phones. Reviews.org also found that Australians spend 17 years of their life, and an average of five hours a day, staring at their phones. 1,000 Australians were interviewed for the report, which found some startling insights […]

Drunk Welsh Footy Fan Takes Tumble Out Of Local Pub During Live TV Cross
  • Media

Drunk Welsh Footy Fan Takes Tumble Out Of Local Pub During Live TV Cross

Wales has proven itself the surprise package of EURO 2020, advancing to the final 16 over the weekend over more fancied rivals. It was the team’s 2-0 win over Turkey last Thursday that caught everyone’s attention and gave the Welsh enough for-and-against points to advance through to the semis. Welsh TV station S4C also got […]

After Eleven Years, Manu Feildel’s Seven Contract Comes To An End
  • Media

After Eleven Years, Manu Feildel’s Seven Contract Comes To An End

celebrity chef Manu Feildel, best known for hosting My Kitchen Rules, will see his contract with Seven end this month. My Kitchen Rules, initially a ratings juggernaut for Seven, ended in 2020. Despite persistent rumours that the show would make a comeback in 2022, in a May interview with TV BlackBox, Seven’s director of programming Angus […]

by B&T Magazine

B&T Magazine
Zurich Extends Partnership With Melbourne Football Club
  • Marketing

Zurich Extends Partnership With Melbourne Football Club

Zurich has been co-principal partner of Melbourne Football Club since 2018 and the sponsorship arrangement broadened in 2020 when Zurich also became Co-Principal Partner of the club’s AFLW team. CEO of Zurich life & investments, Justin Delaney, expressed his excitement at being able to continue the successful partnership. “We’re thrilled to extend our partnership with […]

dentsu ANZ Expands Merkle To Become Lead CXM Brand & Merges Isobar Into BWM
  • Advertising
  • Media

dentsu ANZ Expands Merkle To Become Lead CXM Brand & Merges Isobar Into BWM

dentsu Australia today announced it has launched a unified Merkle-led CXM proposition to the local market that brings together Data Transformation, Digital Transformation, and CX Consulting to create the most specialised CX practice in Australia, under its Merkle brand.

iHeartPodcast Network Australia And The New York Times Agree Podcast Ad Sales Deal
  • Advertising
  • Media

iHeartPodcast Network Australia And The New York Times Agree Podcast Ad Sales Deal

ARN and The New York Times have reached an agreement for ARN to become the advertising sales representative for The New York Times’s podcast portfolio in Australia. The deal will enable Australian brands to connect with Australian listeners to The New York Times’s most popular podcasts, such as The Daily, Serial and This American Life, […]

Verizon Media Academy Ends For 2021 With Youth Charity Pitch-Off
  • Advertising
  • Media

Verizon Media Academy Ends For 2021 With Youth Charity Pitch-Off

Verizon Media’s talent program has come to an end for the third year, closing with a hybrid pitch-off event for Musicians Making A Difference (MMAD). The Verizon Media Academy class of 2021, made up of 44 emerging leaders from across Australia and New Zealand media, advertising and marketing industry, were given just one hour to […]

Industry’s Gamers Unite For UnLtd’s Virtual Rocket League Comp
  • Advertising
  • Marketing
  • Media

Industry’s Gamers Unite For UnLtd’s Virtual Rocket League Comp

Social purpose organisation UnLtd’s Big Games competition has raised a combined $85,000 for children and young people at risk. Running over five weeks, the competition involved 32 teams from across the advertising, marketing and media industries battling it out virtually for a chance to qualify for the Rocket League final. The tournament culminated in a […]

Sam Worthington And Phoebe Tonkin To Star In New Stan Original Film ‘Transfusion’
  • Media

Sam Worthington And Phoebe Tonkin To Star In New Stan Original Film ‘Transfusion’

Stan has announced that the Stan Original Film Transfusion commenced filming in Sydney earlier this week and will premiere on Stan in 2022. Transfusion is a taut, muscular thriller starring Sam Worthington (Avatar) as Ryan Logan, a former Special Forces operative, who is battling to cope with life after the loss of his wife and is thrust […]

COVID-19 Saw Stock Imagery Return To Harmful Gender Stereotypes
  • Advertising
  • Marketing

COVID-19 Saw Stock Imagery Return To Harmful Gender Stereotypes

According to a decade of data collected by iStock, Australian brands turned to imagery depicting outdated gender stereotypes during the pandemic. Tracking the keyword ‘women’, iStock by Getty Images found that in 2020, ANZ brands and businesses reverted to gender stereotypes. Images of mothers home-schooling were used at almost twice the rate of images of […]

by B&T Magazine

B&T Magazine
Maddison Connaughton Ends Time As Editor Of The Saturday Paper
  • Media

Maddison Connaughton Ends Time As Editor Of The Saturday Paper

Schwartz Media is congratulating Maddison Connaughton on her three years as editor of The Saturday Paper. Connaughton has decided to finish up her editorship this month. “It’s been an honour to edit the paper,” Connaughton said. “The Saturday Paper is one of the brightest voices in Australian media and I have been happy to see […]