Just how Personal Can We Get?
ExCel - June 25th:- (Retail Solutions, ExCel London, Stand C19)
Simon Atkinson, MD, Loyalty for Ipsos MORI shares insights on customer relationships at The Logic Group’s Solution Showcase Seminar
“Are your customer relationships committed partnerships, flings or marriages of convenience?” asked Simon Atkinson, MD, Loyalty for Ipsos MORI, speaking at The Logic Group’s inaugural Solution Showcase seminar programme at Retail Solutions 2008.
Exploring the metaphor of personal relationships in an organisational context, Atkinson revealed that customers really want honesty and delivery from organisations. Ipsos MORI research shows that providing the service promised was important to 53% of customers, followed closely by honesty at 51%. Taking responsibility when things go wrong was also considered important in good customer service, said 41%.
“Customer expectations are increasing,” confirmed Atkinson. “You have to deliver good customer service, and we are getting a strong sense of how things should be. Companies have so much information about their products and services, but not the most sophisticated view of their customers. The customer experience can be difficult to measure, but it is an area of growing importance to many organisations.”
Atkinson also touched on the important role employees play in the customer relationship. “Our research shows that employees feel more loyal towards their customers than the organisation, but lack confidence in the service offered to customers. Only two fifths of employees rate the customer service provided by their organisation as being extremely good or very good, for example. Yet customer loyalty can improve as a result of a well-handled complaint, with nearly a quarter of adults more likely to use the company again. People want to feel valued,” said Atkinson.
Visitors to The Logic Group’s Solutions Showcase on Stand C19 Wednesday, 25th June, 2008 also heard Alex Bollen, Head of Customer Loyalty Research for Ipsos MORI expand on the need to understand customer relationships.
The Logic Group’s Solutions Showcase, designed to help retailers solve critical business issues in the real world, is an engaging programme of practical, thought-provoking discussions by respected industry leaders. More than 15 presentations will be staged on Stand C19 throughout the duration of Retail Solutions 2008, including those from Nick Barth, Customer Insight Lead for MicroStrategy; Nigel Dasler, Vice President Sales for Global Refund; and James McDonald, Head of Contactless Payments at Barclaycard Business.
Integrated multi-channel operations, PCI:DSS compliance, making loyalty work, managed services and in-depth perspectives on fraud prevention are just some of the many other speaker sessions that will debut as part of The Logic Group’s Solutions Showcase during Retail Solutions 2008.
About the Logic Group
The Logic Group partners with leading organisations across Europe to enhance the effectiveness, security and profitability of their customer interactions.
The company focuses on the secure management of information and transactions delivering improved customer insight and loyalty, the provision of trusted card processing and payment environments coupled with the flexible IT infrastructures that support the enhancement of customer experience across all points of interaction.
The Logic Group aims to grow business value for its clients through innovative, high quality IT services, solutions and products that can help them deliver increased revenue, improved profit and reduced operating costs and risk.
The company is able to leverage in excess of 20 years experience in its field working with over 1,000 organisations across the financial services, retail, transport, communications, utilities, and leisure and hospitality sectors worldwide.
