|By RealWire News Distribution||
|May 15, 2014 04:28 AM EDT||
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
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.
+44 (0)1276 679570
WebRTC defines no default signaling protocol, causing fragmentation between WebRTC silos. SIP and XMPP provide possibilities, but come with considerable complexity and are not designed for use in a web environment. In his session at Internet of @ThingsExpo, Matthew Hodgson, technical co-founder of the Matrix.org, will discuss how Matrix is a new non-profit Open Source Project that defines both a new HTTP-based standard for VoIP & IM signaling and provides reference implementations.
Oct. 22, 2014 06:15 AM EDT Reads: 1,069
SUNNYVALE, Calif., Oct. 20, 2014 /PRNewswire/ -- Spansion Inc. (NYSE: CODE), a global leader in embedded systems, today added 96 new products to the Spansion® FM4 Family of flexible microcontrollers (MCUs). Based on the ARM® Cortex®-M4F core, the new MCUs boast a 200 MHz operating frequency and support a diverse set of on-chip peripherals for enhanced human machine interfaces (HMIs) and machine-to-machine (M2M) communications. The rich set of periphera...
Oct. 21, 2014 08:30 PM EDT Reads: 1,371
SYS-CON Events announced today that Aria Systems, the recurring revenue expert, has been named "Bronze Sponsor" of SYS-CON's 15th International Cloud Expo®, which will take place on November 4-6, 2014, at the Santa Clara Convention Center in Santa Clara, CA. Aria Systems helps leading businesses connect their customers with the products and services they love. Industry leaders like Pitney Bowes, Experian, AAA NCNU, VMware, HootSuite and many others choose Aria to power their recurring revenue business and deliver exceptional experiences to their customers.
Oct. 21, 2014 06:00 PM EDT Reads: 1,195
Oct. 21, 2014 05:15 PM EDT Reads: 1,184
The Internet of Things (IoT) is making everything it touches smarter – smart devices, smart cars and smart cities. And lucky us, we’re just beginning to reap the benefits as we work toward a networked society. However, this technology-driven innovation is impacting more than just individuals. The IoT has an environmental impact as well, which brings us to the theme of this month’s #IoTuesday Twitter chat. The ability to remove inefficiencies through connected objects is driving change throughout every sector, including waste management. BigBelly Solar, located just outside of Boston, is trans...
Oct. 21, 2014 09:00 AM EDT Reads: 1,496
SYS-CON Events announced today that Matrix.org has been named “Silver Sponsor” of Internet of @ThingsExpo, which will take place on November 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA. Matrix is an ambitious new open standard for open, distributed, real-time communication over IP. It defines a new approach for interoperable Instant Messaging and VoIP based on pragmatic HTTP APIs and WebRTC, and provides open source reference implementations to showcase and bootstrap the new standard. Our focus is on simplicity, security, and supporting the fullest feature set.
Oct. 20, 2014 11:45 PM EDT Reads: 1,244
Predicted by Gartner to add $1.9 trillion to the global economy by 2020, the Internet of Everything (IoE) is based on the idea that devices, systems and services will connect in simple, transparent ways, enabling seamless interactions among devices across brands and sectors. As this vision unfolds, it is clear that no single company can accomplish the level of interoperability required to support the horizontal aspects of the IoE. The AllSeen Alliance, announced in December 2013, was formed with the goal to advance IoE adoption and innovation in the connected home, healthcare, education, aut...
Oct. 20, 2014 11:15 PM EDT Reads: 1,690
SYS-CON Events announced today that Red Hat, the world's leading provider of open source solutions, will exhibit at Internet of @ThingsExpo, which will take place on November 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA. Red Hat is the world's leading provider of open source software solutions, using a community-powered approach to reliable and high-performing cloud, Linux, middleware, storage and virtualization technologies. Red Hat also offers award-winning support, training, and consulting services. As the connective hub in a global network of enterprises, partners, a...
Oct. 20, 2014 09:45 PM EDT Reads: 1,249
The only place to be June 9-11 is Cloud Expo & @ThingsExpo 2015 East at the Javits Center in New York City. Join us there as delegates from all over the world come to listen to and engage with speakers & sponsors from the leading Cloud Computing, IoT & Big Data companies. Cloud Expo & @ThingsExpo are the leading events covering the booming market of Cloud Computing, IoT & Big Data for the enterprise. Speakers from all over the world will be hand-picked for their ability to explore the economic strategies that utility/cloud computing provides. Whether public, private, or in a hybrid form, clo...
Oct. 20, 2014 07:00 PM EDT Reads: 1,966
Software AG helps organizations transform into Digital Enterprises, so they can differentiate from competitors and better engage customers, partners and employees. Using the Software AG Suite, companies can close the gap between business and IT to create digital systems of differentiation that drive front-line agility. We offer four on-ramps to the Digital Enterprise: alignment through collaborative process analysis; transformation through portfolio management; agility through process automation and integration; and visibility through intelligent business operations and big data.
Oct. 20, 2014 03:45 PM EDT Reads: 1,687
The Transparent Cloud-computing Consortium (abbreviation: T-Cloud Consortium) will conduct research activities into changes in the computing model as a result of collaboration between "device" and "cloud" and the creation of new value and markets through organic data processing High speed and high quality networks, and dramatic improvements in computer processing capabilities, have greatly changed the nature of applications and made the storing and processing of data on the network commonplace.
Oct. 20, 2014 02:00 PM EDT Reads: 1,675
Be Among the First 100 to Attend & Receive a Smart Beacon. The Physical Web is an open web project within the Chrome team at Google. Scott Jenson leads a team that is working to leverage the scalability and openness of the web to talk to smart devices. The Physical Web uses bluetooth low energy beacons to broadcast an URL wirelessly using an open protocol. Nearby devices can find all URLs in the room, rank them and let the user pick one from a list. Each device is, in effect, a gateway to a web page. This unlocks entirely new use cases so devices can offer tiny bits of information or simple i...
Oct. 20, 2014 02:00 PM EDT Reads: 1,776
Things are being built upon cloud foundations to transform organizations. This CEO Power Panel at 15th Cloud Expo, moderated by Roger Strukhoff, Cloud Expo and @ThingsExpo conference chair, will address the big issues involving these technologies and, more important, the results they will achieve. How important are public, private, and hybrid cloud to the enterprise? How does one define Big Data? And how is the IoT tying all this together?
Oct. 20, 2014 12:00 PM EDT Reads: 1,662
Oct. 20, 2014 12:00 PM EDT Reads: 1,863
TechCrunch reported that "Berlin-based relayr, maker of the WunderBar, an Internet of Things (IoT) hardware dev kit which resembles a chunky chocolate bar, has closed a $2.3 million seed round, from unnamed U.S. and Switzerland-based investors. The startup had previously raised a €250,000 friend and family round, and had been on track to close a €500,000 seed earlier this year — but received a higher funding offer from a different set of investors, which is the $2.3M round it’s reporting."
Oct. 20, 2014 09:00 AM EDT Reads: 1,604
The Industrial Internet revolution is now underway, enabled by connected machines and billions of devices that communicate and collaborate. The massive amounts of Big Data requiring real-time analysis is flooding legacy IT systems and giving way to cloud environments that can handle the unpredictable workloads. Yet many barriers remain until we can fully realize the opportunities and benefits from the convergence of machines and devices with Big Data and the cloud, including interoperability, data security and privacy.
Oct. 19, 2014 10:00 PM EDT Reads: 1,553
All major researchers estimate there will be tens of billions devices - computers, smartphones, tablets, and sensors - connected to the Internet by 2020. This number will continue to grow at a rapid pace for the next several decades. Over the summer Gartner released its much anticipated annual Hype Cycle report and the big news is that Internet of Things has now replaced Big Data as the most hyped technology. Indeed, we're hearing more and more about this fascinating new technological paradigm. Every other IT news item seems to be about IoT and its implications on the future of digital busines...
Oct. 19, 2014 09:00 PM EDT Reads: 1,835
Cultural, regulatory, environmental, political and economic (CREPE) conditions over the past decade are creating cross-industry solution spaces that require processes and technologies from both the Internet of Things (IoT), and Data Management and Analytics (DMA). These solution spaces are evolving into Sensor Analytics Ecosystems (SAE) that represent significant new opportunities for organizations of all types. Public Utilities throughout the world, providing electricity, natural gas and water, are pursuing SmartGrid initiatives that represent one of the more mature examples of SAE. We have s...
Oct. 19, 2014 07:30 PM EDT Reads: 1,486
The Internet of Things needs an entirely new security model, or does it? Can we save some old and tested controls for the latest emerging and different technology environments? In his session at Internet of @ThingsExpo, Davi Ottenheimer, EMC Senior Director of Trust, will review hands-on lessons with IoT devices and reveal privacy options and a new risk balance you might not expect.
Oct. 19, 2014 11:00 AM EDT Reads: 1,919
IoT is still a vague buzzword for many people. In his session at Internet of @ThingsExpo, Mike Kavis, Vice President & Principal Cloud Architect at Cloud Technology Partners, will discuss the business value of IoT that goes far beyond the general public's perception that IoT is all about wearables and home consumer services. The presentation will also discuss how IoT is perceived by investors and how venture capitalist access this space. Other topics to discuss are barriers to success, what is new, what is old, and what the future may hold.
Oct. 19, 2014 11:00 AM EDT Reads: 1,700