Improve Customer Service Levels By Developing Mobile Shopping
Businesses must embrace mobile technology as an impressive online presence can help improve customer service.
Consumers are more likely to use mobile technology to inform their purchasing decisions so it is vital that businesses investigate how they appear on appliances such as smart phones and iPads.
Research by ForeSee Results revealed that a growing number of consumers are using their mobiles to access company websites and more are utilising this technology to purchase products and services.
The study showed that 47 per cent of shoppers used their phones to compare price information, 34 per cent did so to compare different products, while 20 per cent investigated product specifications and 15 per cent viewed product reviews.
Forsee Results also found that a good online experience with a company's mobile website and applications can have positive cross-channel implications as satisfied customers are 32 per cent more likely to buy from that retailer's website.
Furthermore, the investigation showed that consumers were 31 per cent more likely to buy offline if they were happy with their online mobile experience, and this would also improve their chances of becoming a loyal customer.
Kevin Ertell, of ForeSee Results, told MyCustomer.com: "Whether or not a customer turns to a specific retailer's site or app will be dependent on availability and ease of use.
"Since satisfaction with mobile experiences drives critical customer behaviour, the measurement of satisfaction with websites, mobile websites, and mobile apps shoppers is a necessity."
Enhancing customer service by measuring satisfaction from the consumer's perspective is an integral part of a systems thinking approach to organisational improvement.
A customers' opinion of an organisation is decided by what occurs at the point of transaction and how their demand is met as well as how effectively the business responds and whether this process is improved in the future.
Meanwhile, phone and internet company TalkTalk has received one of the most unwanted customer service awards in recognition of their inability to meet even the most basic of consumer demands.
The Daily Mail gave TalkTalk its Wooden Spoon award for providing the worst customer service in 2010 after the company topped an online poll at online poll at thisismoney.co.uk for the most terrible consumer experience.
Dido Harding, chief executive at Talk Talk, said: "I absolutely recognise that we have not provided a good service to some of our customers this year, for which I personally apologise." Talk Talk polled 28 per cent the vote, with bank Santander coming second and tax collector HM Revenue & Customs finishing third.
Questions and Answers
Article Tags:
systems thinking
What is it that makes the successful, successful . . . Is it education, good looks, luck, length of service? Have a look around at the people you class as successful (if you feel successful look in the mirror). Are they better looking, educated to a higher standard, had a lucky break or just been there forever? . . . Probably not!
The purpose of this study was to demonstrate that the Six Thinking Hats method (de Bono, 1985) was an effective tool for solving behavioural problems in Chinese language classrooms. The participants were 60 boys aged 15-17 from an independent school in Melbourne. In-class survey was used to obtain the different thinking outcomes. It was found that the Six Thinking Hats method could help improve boys' creative thinking skills in learning Chinese.
An Interview with Tim Hurson, author of Think Better
People who do not develop and practice good thinking often find themselves at the mercy of their circumstances. They are unable to solve problems, and they find themselves facing the same obstacles over and over again. And because they don’t think ahead, they are habitually in reaction mode. Good thinkers can always overcome difficulties, including lack of resources. And poor thinkers are also frequently at the mercy of good thinkers.Read on....
According to Joseph F. Castellano, Ph.D. and Ron Burrows, Ph.D., "most accounting majors are graduating with little or no understanding of lean and lean accounting, despite the growing evidence that both topics are receiving increased interest and coverage in the business press." This article proposes a practical solution to this problem, a lean thinking course be taught at educational institutions.
Bloomfield Hills, MI, December 8, 2012 The Think Club Publication has chosen ‘Poorvabhas' (http://www.poorvabhas.in/) for its 2011 Book of the Year award. The Think Club chose ‘Poorvabhas' for the award because of its effort in promoting fledgling Hindi writers through its web publication. ‘Poorvabhas' has very effectively provided such a platform to amateur writers in an effort to strengthen Hindi language.
In USA, one of the leading brands that offer diverse and high quality products promoting proper hygiene is Difresh USA. If you are looking for the best opportunity to grow and have the opportunity for a new business Difresh USA can help you for they are looking for Exclusive Local Distributors
Getting clean and refresh doesn't sacrifice the place where you are for it should be a habit. Having a healthy body will allow you to do things right and good. And no matter where you are you should practice a healthy and proper hygiene even in little things you do.
Maintaining a healthy and proper hygiene badly needs products that are truly effective and could truly answer our need for this. No matter where we are and at anytime we want to get clean we basically need these products right away and only Difresh USA can supply these in a very easy way
The key reason why some firms thrive while some implode during an financial recession is still a puzzle to many people business-owning business owners. Some wrongly assume that all businesses should suffer via recessionary cycles. But the truth is that some companies are usually essentially recession-proof, and it is not necessarily because they are much larger, better known, or a lot more generously capitalized.
Companies like Arch Coal (ACI) and Massey Energy (MEE) watched his or her stock climbed.
Getting the best out of your employees is crucial to employee performance.
Orangeries are different from conservatories and may be ideal for your property.
Employers must tell their workers when they are allowed to take holidays.
Buying art materials can be difficult because of the choice but the best place to shop is online.
You can pay tribute to someone who has died by painting a picture of them.
Discuss this Article
