Print.IT - issue 47 - page 7

BULLETIN
PRINT.IT
7
UK businesses not the great communicators
they think they are
Businesses are missing
out on sales opportunities
due to poor customer
communications – yet many
of them are unaware of the
problem, warns Twilio.
Its survey of 2,000
consumers and 850
businesses in the UK, US
and Australia underlines
the importance of good
communications, with seven
out of ten consumers saying
they buy more products or
services from a company after
a positive communications
experience. One third have
cancelled a service or switched
to a competitor following a
negative experience.
Bridging the Communication
Divide: Customer
Communications Report
2017
highlights a disconnect
between the customer
experience and businesses’
perceptions of their own
performance. While eight out
of 10 consumers complain that
it is difficult to communicate
with businesses, only 34% of
enterprises acknowledge that
there is room for improvement.
Other findings provide
further evidence of a
disconnect:
n
94% of businesses claim
customers are satisfied with
the responsiveness of their
communications, yet 96% of
consumers disagree;
n
Companies rate the
effectiveness of their phone-
based communications
nearly four times higher
than customers do and the
effectiveness of their email
communications two times
higher than customers;  
n
Businesses that offer
communications through a
mobile app, social media or
SMS rate their performance
as ‘excellent’ two times more
often than customers.
Nor are businesses
satisfying growing
demand for multi-channel
communications. More than
half (55%) of consumers say
that communicating with a
business via their preferred
channel results in a positive
experience, yet only 27% of
businesses have adopted
fully integrated omni-channel
communications.
Good customer
communications is vital as
there appears to be a ripple
effect from both good and
bad experiences that might
disguise their true impact.
So, while 51% of the
businesses surveyed have
received negative customer
reviews as a result of poor
communications, dissatisfied
customers are more likely to
tell their friends and family
(66% of the time) or stop doing
business with a company
altogether (41%) than write a
review.
Good communications
also have a multiplier effect,
with 67% of consumers giving
more of their business to a
company following a positive
communication experience.
Companies who deliver positive
communications experiences
are 2.6 times more likely to
have revenue growth of 15% or
more.
BRIDGING THE
COMMUNICATION DIVIDE
CUSTOMER COMMUNICATIONS REPORT 2017
Blackbox Solutions ISO certified
Blackbox Solutions is celebrating a double success after
gaining ISO 9001 certification (for quality management) and
ISO 27001 certification (for data security and management).
Managing Director Colin Griffin said: “ISO 27001 is a
demanding standard and it’s a great achievement for us to
reach it. Attaining and following the standard will help keep
our information assets secure and reassure our clients that
we operate to the highest possible standards and have a
management system to secure information provided by them.
Achieving ISO 9001 further demonstrates our commitment to
excellent customer service and quality standards throughout
our operation.”
As part of the ISO 27001 certification process, Blackbox
has introduced an information security management system
(ISMS) and provided training to all staff members.
Print in store
myHermes is kitting out its network of ParcelShop stores with
1,500 secure devices that enable customers to print a label
and pay for a delivery in-store. Until now, customers have been
limited to booking and paying for a delivery on the company’s
website, before printing the label themselves and handing the
package to a courier or ParcelShop. ‘Pay
and Print In Store’ devices incorporate
a touch screen, card reader and
Zebra printer. Users simply enter
the recipient’s name and address,
plus their own email address, before
using a debit or credit card to pay. Once
completed, the device will print the label,
which the user attaches to the parcel before
leaving it with the ParcelShop. Following the
transaction, myHermes will send the customer a
confirmation email and a link to tracking information.
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