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Organisations struggle to maintain customer experience and service consistency
Coming out of the GFC and with increased consumer demands for better services, more and more organizations are struggling to maintaing their customer experience, receiving more customer service complaints and security breaches than ever.
By: Arthur Chan
IQPC’s 4th Annual Customer Experience Management Survey 2011 revealed that in recent months, Customer Service departments have been looking at innovative strategies to maintain customer touchpoint consistency to ensure their competitive advantage.
The annual survey contains the latest customer experience and service insights from a wide range of industries, including organisations in the government, financial, telecoms and hospitality sector.
Teresa Bildstein, the Project Director for the event, said “the majority of organisations have stressed their concerns include frontline staff training and executing effective multi-channel CEM strategies.”
Consistency in customer touchpoints was also a point of contention with over 85% of organisations believing their strategies are in consistent. A mere 2% believed their customer touchpoints were “very consistent”.
Surprisingly, only 7% of organisations chose social media as the most effective CEM channel in the next 12 months, with an overwhelming number indicating contact centres remained firmly on the top of their strategies.
Findings also extend to CEM technologies and software, with a fifth of organisations spending most of their budget on this. “The fact that 56% indicated that they found conferences and events to be the best avenue in sourcing quality CEM solution providers is a testament to our event’s relevance” Teresa said.
The 4th Annual Customer Experience Management Conference will feature key speakers, industry experts and leaders who gather to showcase, discuss and debate the latest innovations, strategies and best practices in Customer Experience Management.
For more information about the event or survey results, please visit www.CustomerExpeienceEvent.com.au or call +61 2 9229 1000.
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IQPC provides business executives with tailored practical conferences, large scale events, topical seminars and in-house training programs, keeping them up-to-date with industry trends, technological developments and the regulatory landscape.