News : Firms Must Transform their Connection to Customers
San Francsco, CA, USA, March 9, 2015 -- Organisations must change in four key areas concerning the creation and sharing of customer information in a digital environment, writes Orange research subsidiary Orange Silicon Valley. The report "Who Cares? Transforming the Connection with Customers," looks at how companies succeed with customer and employee management, retention and promotion. It explores the changing digital landscape and the fostering of valuable relationships with customers through the provision of necessary tools and resources to employees, who will in turn generate more positive customer experiences.
The study’s key findings include the following: A generation of Digital Natives find rewarding experiences from on-demand, real-time, consumerised IT companies. Empowered users’ expectations are now set by social media platforms, pushing expected response time to minutes and hours. Digital transformation and HR teams across the US are recalibrating to meet this shift in employee engagement.
The number one frustration from customers is having to move between channels. A Forrester study shows 89 percent of customers identify that repeating their information is problematic. Online self-service is making room for live chat, which is fast-becoming the preferred tool for replacing voice calls. Improving customer experience is at an all-time high in terms of prioritisation. An Opus Research survey shows 45 percent of executives expect budgets to increase by more than 10 percent in 2015. The same survey shows almost 60 percent of organistions implementing customer experience initiatives on a cross-departmental basis. Everybody cares.
Finally, customers and agents need to adapt to the behaviors of Millennials. The digital expertise of a new generation to handle routine issues means that when the phone rings, it’s usually a complex problem. Hiring for this environment is a strategic priority, 60 percent of call center operators are expanding their operations this year.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Do You Divert Calls Between Offices?
More Editorial From Orange
Orange is the brand used by France T?l?com for its mobile network operator and Internet service provider subsidiaries. The brand was created in 1994 for Hutchison Telecom's UK mobile phone network, which was acquired by France T?l?com in August 2000. In 2006, the company's ISP operations, previously Wanadoo, were also rebranded Orange. Orange is now the unique commercial fa?ade of almost all France Telecom services. Orange France was incorporated in 2005 and has its headquarters in Arcueil, France.
Published: Tuesday, March 10, 2015
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