Mobile customer experience a top priority for 2012 in ‘post-PC era’

An industry-first survey of nearly 350 marketing and customer experience professionals revealed that nearly 90% feel that managing the mobile customer experience is just as or more important than improving the customer experience on their fixed websites

This includes strategically addressing issues that can prevent mobile customers from completing their transactions - such as path confusion, poor search functionality or inconsistencies between the online and mobile channels - as well as innovating new functionality such as mobile feedback and in-store reviews.

“We live in a post -PC era, where ubiquitous access is the name of the game. In fact, in this study alone, more than half of our surveys were completed on mobile devices,” said Jonathan Levitt, CMO of OpinionLab. “As smartphone usage continues to accelerate, brands that don’t rise to the challenge of optimising the mobile experience will be at a huge disadvantage.”

The study jointly conducted by OpinionLab and Tealeaf revealed that e-business professionals are prioritising the mobile customer experience in 2012 and also found that the vast majority of e-business professionals believe that successfully managing the online experience is more important than ever – though many are still in the early phases of implementing a cohesive strategy.

According to the survey, 85% of respondents believe that improving the online customer experience was more important in 2011 than 2010.

Despite this urgency, over half are still in the early stages of developing a comprehensive online customer experience management strategy. Key objectives for developing a customer experience strategy, as identified by over half (51%) of all respondents, include attracting new customers and increasing customer satisfaction.

Customer Feedback Directors Forum, 21st March 2012, London
Customers are playing an increasingly important strategic role in the development of organisations’ services and products across channels and the voice of the customer is critical to the development of customer engagement strategies. Customer feedback and feeding back on feedback have become business critical issues. Speakers todate include: Jonathan Browne, Forrester Research, Premier Inn - Case Study, Gallup Consulting, Complaints R Great, Verint, Rapide - Veolia Case Study, Foviance, Grey Matters Europe. Complimentary places available.More info........   REGISTER

The joined-up customer service future for multichannel contact centres
Contact centres are set to benefit from operating in an increasingly multichannel environment and are more likely to be viewed as a profit centre rather than a cost centre in the future as they deliver on a joined-up single view of the customer. Download Report: Multichannel Customer Engagement for Contact Centres Directors Forum, 26th January 2012  Download Presentations

The new, 9th edition of the UK's largest survey of contact centres is now available for download, free of charge.
"The UK Contact Centre Decision-Makers' Guide (2011)" is a 300-page PDF report detailing the business issues,strategies, technologies, expenditure and performance of UK contact centres. Covering topics such as social media, self-service, IP, multimedia, HR, operational performance and strategy, the report is based upon in-depth interviews with over 200 operations. Results are segmented by business sector, contact centre size and activity type, so you can compare your operation with others of the same kind.

Employee and customer engagement – the keys to competitive advantage
Successful and sustainable strategies that organisations use to forge the link between employee and customer engagement, performance and profitability in these turbulent times were bought into sharp focus at the latest Customer Engagement Club Directors Forum. Directors Forum chairman Steve Hurst, editorial director of the Customer Engagement Club reports

Measuring customer engagement - why it’s how you use the data that counts
The latest Customer Engagement Club Directors Forum on Customer Engagement Strategy and Measurement took delegates on a journey through the worlds of BIG data, customer insight, company culture and employee and customer engagement in the search for profitability and competitive advantage 

Customers voting with their feet when organisations fail to listen
Switching epidemic continues unabated as latest Satmetrix Churn Index suggests many service and supplier organisations are still not listening to customers as close on 10 million have switched in past six months

Only half of organisations have a customer measurement strategy 
A recent survey found that 87% believed online customer experience management was more important now than ever before. However, only half had implemented strategies and methods for measuring results
 
Customer complaints against financial services companies surging again 
More evidence of the weight of claims over loan insurance mis-selling has emerged with the latest complaints figures from the financial ombudsman