Welcome!

Agile Computing Authors: James Carlini, Sanjay Uppal, Peter Silva, SmartBear Blog, Charlotte Spencer-Smith

Blog Feed Post

82% of Retailers Believe they Provide a High Level of Customer Experience, but 72% of Consumers Disagree

Qmatic survey exposes a disconnect between how retailers rate their performance and customer perceptions of actual service delivery

Bedfordshire - 15 May 2014 - Consumers confirm they're being let down when it comes to experiencing a consistent, positive and true to brand value experience across the multitude of channels available to them. In a thought leadership and research report commissioned by Qmatic and entitled "Great Expectations" Vanson Bourne, a specialist technology market research company, has revealed that there is a disconnect between how retailers rate their performance and customer perceptions of actual service delivery. In an in-depth survey of online and offline channels undertaken with 100 UK retail decision makers and 500 consumers, Vanson Bourne found that, while retailers believe that overall they're performing well - with 82% stating their organisation provides a good or extremely good customer experience - 72% of consumers confirmed they've encountered inconsistencies in their customer experience when using a retailer's online and in-store channels.

"Despite the booming adoption of eCommerce by consumers, the physical store's role is more important than ever before. Customers now have the power to choose how and when they shop - be it online, mobile, catalogue or via a call centre," commented Steve Williams, Managing Director, Qmatic UK. "Clearly customer experience in the physical store is becoming ever more pivotal to overall brand perceptions and purchasing behaviours. Getting it wrong risks contamination across all channels - and ultimately leads to less engaged and less loyal customers."

Indeed, in the last 12 months around 31% of consumers confirmed that they had abandoned purchasing from a retailer because of a poor customer experience.

When it comes to taking the shine off their shopping experience, the greatest number of frustrations for consumers related to a less than satisfactory in-store experience:

  • 59% rated long queues in store as one of their most annoying shopping frustrations
  • 21% disliked unfair queuing scenarios - citing people pushing in and not getting served in turn as being typical aspects they encounter
  • 18% found it frustrating not being able to find key service desks and points such as tills, returns, click and collect, when in-store.

The results of the study have revealed that, when it comes to improving the management of queuing and waiting for customers shopping in-store, 62% of retailers do not have a buffered queuing solution in place and just 42% have invested in self-service kiosks to allow customers to identify themselves and their need and to self-check in. That's despite the fact that retailers acknowledge improving this aspect of customer service delivery would generate increased customer satisfaction and higher sales.

Keeping customers happy and engaged as they queue
While the facts demonstrate that many of the retailers surveyed would benefit from a more strategic approach to their queue management systems, when it comes to keeping customers positively engaged as they queue and wait, evidence suggests that they recognise the need to keep customers happy and engaged as they queue. In fact, 43% of respondents are utilising media screens to inform consumers of the current wait time or communicate promotions and offers to enhance the wait experience, while 42% of retailers are using technology to actively deliver information useful to customers as they queue in waiting areas. A further 11% of retailers are working with technologies that compensate customers as they wait in line with rewards.

To generate incremental sales engagement opportunities and capture attention as customers queue, 35% of retailers are actively employing digital signage and media technologies to undertake advertising messaging in a bid to influence consumer buying behaviours and push up in-store dwell times.

"Retailers are investing heavily in new technology including social commerce," continued Williams. "The appeal of getting involved with the most current social trend because it's 'cool' or because competitors have done it is understandable, however we would strongly advise against leaving the customer out of the equation when it comes to ensuring that once in-store they encounter a superlative service experience at the tills or any other service point. For example, self-service kiosks offer customers the option to leave their mobile phone number and browse the store - hence increasing their potential to buy more - while awaiting an SMS alert that their item is ready for collection/store assistant is available."

"In addition, 'Voice of the Customer' (VoC) technologies allow customers to evaluate their experience while in-store generating valuable continuous feedback on customer satisfaction and virtual queuing systems alert staff when customers are waiting and seeking help. These technologies empower customers with a feeling that that they have not been forgotten; ensuring that they are known, valued and being treated fairly," Williams concluded.

For more information about Qmatic and the value that its market leading Customer Experience Management (CEM) platform - Orchestra - can offer to retailers, please visit: http://www.qmatic.com/en/Solutions/Industry-Solutions/Retail/.

Download the "Great Expectations" report at http://lp.qmatic.com/greatexpectations

About Qmatic
Qmatic leads the way in maximising face-to-face customer touch point opportunities. Qmatic's solutions integrate the virtual/on-line and the real world, to help generate a seamless customer experience. To create the optimum Customer Experience Management (CEM) solution, based on the company's market leading software and hardware solutions, Qmatic has invented and uses our Customer Flow Management (CFM) methodology. From managing the customer journey to collecting insights from across a spectrum of customer interactions, Qmatic enables remarkable customer experiences resulting in brand loyalty and superior customer satisfaction. With leading positions in Finance, Retail, Healthcare and Public sectors, Qmatic offers a global footprint, operating in over 120 countries through subsidiaries and partner network.

Qmatic UK is based at Derwent House, University Way, Cranfield Technology Park, Bedford, MK43 0AZ. Phone: 01234 757 110. Twitter Qmatic_UK.

Press contacts:
Natalie Sutton
Proud PR
+44 (0)1276 679570
qmatic[at]proudpr.com

Source: RealWire

Read the original blog entry...

More Stories By RealWire News Distribution

RealWire is a global news release distribution service specialising in the online media. The RealWire approach focuses on delivering relevant content to the receivers of our client's news releases. As we know that it is only through delivering relevance, that influence can ever be achieved.

@ThingsExpo Stories
SYS-CON Events announced today that Men & Mice, the leading global provider of DNS, DHCP and IP address management overlay solutions, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. The Men & Mice Suite overlay solution is already known for its powerful application in heterogeneous operating environments, enabling enterprises to scale without fuss. Building on a solid range of diverse platform support,...
Eighty percent of a data scientist’s time is spent gathering and cleaning up data, and 80% of all data is unstructured and almost never analyzed. Cognitive computing, in combination with Big Data, is changing the equation by creating data reservoirs and using natural language processing to enable analysis of unstructured data sources. This is impacting every aspect of the analytics profession from how data is mined (and by whom) to how it is delivered. This is not some futuristic vision: it's ha...
Silver Spring Networks, Inc. (NYSE: SSNI) extended its Internet of Things technology platform with performance enhancements to Gen5 – its fifth generation critical infrastructure networking platform. Already delivering nearly 23 million devices on five continents as one of the leading networking providers in the market, Silver Spring announced it is doubling the maximum speed of its Gen5 network to up to 2.4 Mbps, increasing computational performance by 10x, supporting simultaneous mesh communic...
The cloud promises new levels of agility and cost-savings for Big Data, data warehousing and analytics. But it’s challenging to understand all the options – from IaaS and PaaS to newer services like HaaS (Hadoop as a Service) and BDaaS (Big Data as a Service). In her session at @BigDataExpo at @ThingsExpo, Hannah Smalltree, a director at Cazena, will provide an educational overview of emerging “as-a-service” options for Big Data in the cloud. This is critical background for IT and data profes...
With the Apple Watch making its way onto wrists all over the world, it’s only a matter of time before it becomes a staple in the workplace. In fact, Forrester reported that 68 percent of technology and business decision-makers characterize wearables as a top priority for 2015. Recognizing their business value early on, FinancialForce.com was the first to bring ERP to wearables, helping streamline communication across front and back office functions. In his session at @ThingsExpo, Kevin Roberts...
Cognitive Computing is becoming the foundation for a new generation of solutions that have the potential to transform business. Unlike traditional approaches to building solutions, a cognitive computing approach allows the data to help determine the way applications are designed. This contrasts with conventional software development that begins with defining logic based on the current way a business operates. In her session at 18th Cloud Expo, Judith S. Hurwitz, President and CEO of Hurwitz & ...
One of the bewildering things about DevOps is integrating the massive toolchain including the dozens of new tools that seem to crop up every year. Part of DevOps is Continuous Delivery and having a complex toolchain can add additional integration and setup to your developer environment. In his session at @DevOpsSummit at 18th Cloud Expo, Miko Matsumura, Chief Marketing Officer of Gradle Inc., will discuss which tools to use in a developer stack, how to provision the toolchain to minimize onboa...
SYS-CON Events announced today that Interoute, owner-operator of one of Europe's largest networks and a global cloud services platform, has been named “Bronze Sponsor” of SYS-CON's 18th Cloud Expo, which will take place on June 7-9, 2015 at the Javits Center in New York, New York. Interoute is the owner-operator of one of Europe's largest networks and a global cloud services platform which encompasses 12 data centers, 14 virtual data centers and 31 colocation centers, with connections to 195 ad...
SYS-CON Events announced today that Alert Logic, Inc., the leading provider of Security-as-a-Service solutions for the cloud, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. Alert Logic, Inc., provides Security-as-a-Service for on-premises, cloud, and hybrid infrastructures, delivering deep security insight and continuous protection for customers at a lower cost than traditional security solutions. Ful...
Join us at Cloud Expo | @ThingsExpo 2016 – June 7-9 at the Javits Center in New York City and November 1-3 at the Santa Clara Convention Center in Santa Clara, CA – and deliver your unique message in a way that is striking and unforgettable by taking advantage of SYS-CON's unmatched high-impact, result-driven event / media packages.
The Quantified Economy represents the total global addressable market (TAM) for IoT that, according to a recent IDC report, will grow to an unprecedented $1.3 trillion by 2019. With this the third wave of the Internet-global proliferation of connected devices, appliances and sensors is poised to take off in 2016. In his session at @ThingsExpo, David McLauchlan, CEO and co-founder of Buddy Platform, will discuss how the ability to access and analyze the massive volume of streaming data from mil...
SYS-CON Events announced today that Commvault, a global leader in enterprise data protection and information management, has been named “Bronze Sponsor” of SYS-CON's 18th International Cloud Expo, which will take place on June 7–9, 2016, at the Javits Center in New York City, NY, and the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Commvault is a leading provider of data protection and information management...
WebSocket is effectively a persistent and fat pipe that is compatible with a standard web infrastructure; a "TCP for the Web." If you think of WebSocket in this light, there are other more hugely interesting applications of WebSocket than just simply sending data to a browser. In his session at 18th Cloud Expo, Frank Greco, Director of Technology for Kaazing Corporation, will compare other modern web connectivity methods such as HTTP/2, HTTP Streaming, Server-Sent Events and new W3C event APIs ...
With an estimated 50 billion devices connected to the Internet by 2020, several industries will begin to expand their capabilities for retaining end point data at the edge to better utilize the range of data types and sheer volume of M2M data generated by the Internet of Things. In his session at @ThingsExpo, Don DeLoach, CEO and President of Infobright, will discuss the infrastructures businesses will need to implement to handle this explosion of data by providing specific use cases for filte...
SYS-CON Events announced today that Pythian, a global IT services company specializing in helping companies adopt disruptive technologies to optimize revenue-generating systems, has been named “Bronze Sponsor” of SYS-CON's 18th Cloud Expo, which will take place on June 7-9, 2015 at the Javits Center in New York, New York. Founded in 1997, Pythian is a global IT services company that helps companies compete by adopting disruptive technologies such as cloud, Big Data, advanced analytics, and DevO...
SYS-CON Events announced today that Avere Systems, a leading provider of enterprise storage for the hybrid cloud, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. Avere delivers a more modern architectural approach to storage that doesn’t require the overprovisioning of storage capacity to achieve performance, overspending on expensive storage media for inactive data or the overbuilding of data centers ...
Fortunately, meaningful and tangible business cases for IoT are plentiful in a broad array of industries and vertical markets. These range from simple warranty cost reduction for capital intensive assets, to minimizing downtime for vital business tools, to creating feedback loops improving product design, to improving and enhancing enterprise customer experiences. All of these business cases, which will be briefly explored in this session, hinge on cost effectively extracting relevant data from ...
Companies can harness IoT and predictive analytics to sustain business continuity; predict and manage site performance during emergencies; minimize expensive reactive maintenance; and forecast equipment and maintenance budgets and expenditures. Providing cost-effective, uninterrupted service is challenging, particularly for organizations with geographically dispersed operations.
As enterprises work to take advantage of Big Data technologies, they frequently become distracted by product-level decisions. In most new Big Data builds this approach is completely counter-productive: it presupposes tools that may not be a fit for development teams, forces IT to take on the burden of evaluating and maintaining unfamiliar technology, and represents a major up-front expense. In his session at @BigDataExpo at @ThingsExpo, Andrew Warfield, CTO and Co-Founder of Coho Data, will dis...
SYS-CON Events announced today that iDevices®, the preeminent brand in the connected home industry, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. iDevices, the preeminent brand in the connected home industry, has a growing line of HomeKit-enabled products available at the largest retailers worldwide. Through the “Designed with iDevices” co-development program and its custom-built IoT Cloud Infrastruc...