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Survey: Large companies improve customer service

BY Dan Berthiaume

Waban, Mass. – The percentage of large organizations that have reached the two highest levels of customer experience maturity has grown from 6% in 2013 to 10% this year. During the same period, the percentage of companies in the lowest level of maturity has dropped from 40% to 31%, according to a new report from Temkin Group, “The State of Customer Experience Management 2014.”

Other findings include:

  • Sixty-five percent of companies have a senior executive in charge of customer experience.
  • More than half of companies have at least six full-time customer experience professionals.
  • Almost two-thirds of respondents rate customer experience with phone agent as good or very good, the highest rated interaction. Less than 30% rate mobile phone and cross-channel experiences at that level.
  • The top obstacle to customer experience is the same as it has been for four years, "other competing priorities."
  • We compared companies that have strong customer experience maturity with those that are weaker and found that customer experience leaders have better financial results, have more senior executive commitment, and focus more on their organization’s culture.

"Few companies have mastered all of the competencies required to deliver and sustain great customer experience, but it’s great to see the strong improvements and ambition," said Bruce Temkin, managing partner of Temkin Group.

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Kelly Osbourne joins omni-channel PetSmart campaign

BY Dan Berthiaume

Phoenix – TV personality and fashion designer Kelly Osbourne is joining the omni-channel marketing campaign to promote PetSmart’s new “Pet Expressions” line of grooming services. Osbourne will serve as a “trend spotter” and also offer tips and advice on pet grooming.

The Pet Expressions campaign will include videos and postings on social media sites including Facebook, Twitter and Instagram.

“I’m known for holding nothing back when it comes to my style and my opinion, and I love extending that critical eye to fashion for my three beloved dogs,” Osbourne said. “Each of my dogs has its own personality, and PetSmart’s Pet Expressions helps them stand out and steal the spotlight.”

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Hooters redeems digital promotions with Sparkfly

BY Dan Berthiaume

Atlanta – Hooters of America LLC has activated Sparkfly to enhance and streamline the capabilities of its new HootClub loyalty program. Through the relationship with Sparkfly, Hooters will gain the ability to redeem digital promotions at any location, regardless of which POS technology is used.

The collaboration with Sparkfly also enables consumers to redeem deals and access the Hooters loyalty program through numerous forms of media, including mobile, digital, email and print. Redemptions are tracked in real-time, and Sparkfly’s technology generates detailed transaction data including basket size, average spend, frequency of redemptions, purchase history and more. Hooters will use this data to tailor individual offers and rewards to guest preferences, and assess the effectiveness and ROI generated from each media channel.

Hooters is currently testing its loyalty program in the Atlanta metro market with plans to expand to more than 200 locations across the U.S. in the coming 90 days, eventually reaching all 345 domestic Hooters restaurants.

“As an iconic brand with more than 30 years of history, Hooters has developed a strong following of loyal guests who appreciate the value that we deliver on a regular basis,” said Chris Duncan, CIO of Hooters of America. “When Hooters runs loyalty programs and offers, the consumer experience needs to be consistent across all forms of media and all physical locations. With Sparkfly’s technology integrated into the core of our transactional infrastructure, it offers a turnkey solution that will enable us to seamlessly deliver that experience for our guests.”

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