Paul AinsworthPaul AinsworthJanuary 17, 2020
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4min1203

Customers are turned off by a 100 percent fully automated service, while high levels of customer service are more “essential” for B2B customers than B2C, a new report into CX expectations has revealed.

Leeds-based Romero Insurance Brokers have released their Customer Experience Report 2020, for which they surveyed hundreds of UK professionals to gauge their stance on CX expectations,

The report asks what the future of customer service will look like, how digitalisation will affect the customer service landscape, and whether upcoming generations will change the way businesses handle customer service.

As expected, Customer Experience is a key differentiator, with 96 percent of purchasers stating that high customer service levels are very important when making a business decision, while 34 percent labelled it absolutely essential.

The research shows customers expect a great level of customer service, but the majority of the time less than 75 percent of business purchases provide an exceptional Customer Experience.

Meanwhile, 45 percent of respondents would be more likely to choose a vendor that had digitalised their customer service offering, citing speed and ease of service.

However, although digitalisation is increasingly growing in popularity, no consumers are prepared to deal with a 100 percent automated service. Instead, customers prefer to choose from a wide range of communication methods depending on their personal situation. For example, 49 percent would choose real-person communication to resolve a more complex query.

There is a notable correlation between CX expectations and age. Twenty-nine percent of those aged 65 and over say they have never received customer service below their expectations, compared to just seven percent from other age ranges. This could demonstrate that younger generations expect more from businesses.

The report also shows the correlation between age and the importance of more personal and personalised customer service. For example, 85 percent of 18-24-year-olds feel access to good sales people is very important, compared to just 60 percent of those aged 25 and over.

A larger percentage of younger purchasers also feel a personal relationship with a vendor, a personalised buying experience, positivity and enthusiasm of sales staff, and empathy are very important. Businesses can ensure consistent, empathetic service by investing in staff training and ensuring they have an engaged, passionate team. This enthusiasm and care is then naturally passed on to customers.

Simon Mabb, Managing Director of Romero Insurance Brokers, said: “Our research shows the real value of quality customer service. It’s clear that the future of customer service lies in choice, flexibility and personalisation. Customers want to decide how they communicate with a business, and expect an empathetic, personal experience whether they’re chatting to an adviser on the phone or typing out their query on a website live chat.

“Customer service should be all about people, and genuinely connecting with each customer.”

Click here to read the full Customer Experience Report 2020.


Paul AinsworthPaul AinsworthJuly 31, 2019
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2min1286

‘Generic’ or rare praise from managers is turning off the UK’s employees, a new study shows.

Global employee engagement firm Reward Gateway surveyed 500 employees in the UK, and revealed that generic and annual recognition or rewards are inadequate as employees demand to be recognised in more timely and meaningful ways.

Only 18 percent of employees said they liked receiving praise at a single event or function, and 70 percent agreed that their managers could do more to praise and thank them in a timely, specific way, highlighting the importance of in-the-moment recognition.

In addition, 76 percent of employees agreed that motivation and morale would improve at their company if managers simply said “thank you” more and noticed when people do good work.

The research also found a lack of effective recognition in offices in the UK, with over half (52 percent) of employees feeling their manager unfairly rewards certain people over others, while 42 percent agreed they had received a reward that did not reflect the work put into it.

Commenting on the research, Doug Butler, CEO at Reward Gateway, said: “Companies need to be investing in the right kind of recognition and reward programs that fit both the employees’ and company’s goals.”


Paul AinsworthPaul AinsworthJune 4, 2019
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3min1030

As customer concern over carbon footprints reaches fever pitch, Waitrose is leading the way in reducing packaging with a new test store for shoppers to fill their own containers.

The chain’s Botley Road shop in Oxford is offering refill stations for everyday goods such as pasta and cereals, and a ‘pick and mix’ for frozen fruit.

Household items such as cleaning products are also refillable, while wine and beer will be available to customers that bring bottles.

The ‘Waitrose Unpacked’ scheme has also seen the removal of plastic packaging for flowers, and a ‘borrow a box’ initiative allows customers to take part by leaving a deposit for a container that can be returned to the store.

The pilot scheme will run for a period of 11 weeks, with customers able to provide feedback through a survey at Waitrose.com/Unpacked. Social media users are also urged to have their say using the hashtag #WaitroseUnpacked on Twitter and Instagram.

A ‘pick and mix’ station for fruit is among the initiatives at an Oxford Waitrose store.

Head of CSR for Waitrose & Partners, Tor Harris, said: “We are determined to build on the work we’ve already done to reduce packaging – and this test will take our efforts to a whole new level as we help the growing number of customers who want to shop in a more sustainable way.

“This test has huge potential to shape how people might shop with us in the future so it will be fascinating to see which concepts our customers have an appetite for. We know we’re not perfect and have more to do, but we believe this is an innovative way to achieve something different.”




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