Weekly News Roundup

Customer Strategy
Customer Experience
Smartphone shoppers report negative experiences, and a study shows CMOs are ill-equipped to carry out the customer experience.

Reports and Studies

Majority of Smartphone Shopping Experiences are Negative

A staggering 88 percent of Americans who shop on their smartphones experience negative issues, research commissioned by mobile, tablet, and in store technologies provider Skava found. The Skava Consumer Mobile Shopping Survey, carried out by Harris Interactive, found that while the trend to shop on a smartphone is growing, mobile shopping experiences often fail to meet consumer satisfaction. The research also found that a third of shoppers immediately defect to a competitor following a negative user experience. Among customers' complaints were websites that are harder to navigate on a mobile device, product images that are too small for buying decisions, concerns over security, and a difficult checkout process.

Reward-based Mobile Advertising Improves Engagement and Loyalty

A study carried out by Millward Brown in partnership with mobile loyalty platform SessionM has found that customers are more likely to engage when brands offered them tangible value in exchange for their time and attention. Reward-based mobile advertising is one answer to value exchange equation. The research found that rewarded audiences are more than twice more likely to interact with brands. In fact, after seeing an in-app ad, 34 percent of rewarded users clicked on or interacted with an ad. Further, receiving a reward expands a customer's consideration set, with 26 percent of rewarded users saying they'd consider a purchase after participating in reward-based advertising.

Study Reveals That Consumers Worldwide Seek the Same Technology Experience

2013 First Data Global Study takes a look at the trend of mobile banking and finds that not only do 80 percent of U.S. consumers expect their bank to offer online banking, one-third expect their bank to have a mobile app. Other U.S. findings from the Study include:

  • More than one-third reported using their phone's web browser to visit a retailer's website to make a purchase
  • 40% find the ability to order food using a mobile app appealing
  • 20% have made a purchase by displaying a QR code or bar code on their smartphone for retailers to scan
  • Almost one-fifth of respondents say they are interested in using a mobile wallet

Study Reveals CMOs Aren't Equipped to Be Customer Experience Leaders

Neolane, Inc. today announced the results of a joint survey with theCMO Club. Overall, the findings suggest that CMOs are not fully equipped to be customer experience leaders within their organizations. The recent survey polled more than 200 heads of marketing from The CMO Club's global member base and represents a number of industries, including consumer goods, retail, media and entertainment, travel and hospitality, healthcare, financial services, B2B high tech, energy, and legal.

The survey showed that 90 percent of CMOs are personally responsible for the overall customer experience for their brand. However, only 11 percent actually own the customer profit and loss results. Moreover, results showed that CMOs at one billion dollar-plus companies rely less on financial key performance indicators (KPIs), such as revenue increase, retention rate and stock price, to measure the customer experience, compared to their counterparts at sub-one billion companies.

When asked, "Which of the following are obstacles in delivering a positive customer experience?" CMOs responded:

  • 51 percent cited missing processes and accountability as an obstacle
  • 42 percent cited organizational silos as an obstacle
  • 42 percent cited incomplete, inaccurate or missing data as an obstacle
  • 34 percent cited change management or cultural issues as an obstacle
  • 30 percent cited unable to personalize experience in real-time as an obstacle

New Products

Fujitsu Releases New Version of Self-Checkout Software

Technology company Fujitsu has announced general availability of the newest version of its U-Scan self-checkout software. The Fujitsu U-Scan 4.7 improves on the existing U-Scan technology by adding customer personalization with support of the My U-Scan mobile application, support of Windows Embedded POSReady 7 and customer station check processing. The software also enables retailers to accommodate single or multiple mobile attendants in a cluster. Consumer benefits include enhancements to coupon detection, produce and bagging features. This new version is helping retailers enhance U-Scan product stability, usability and overall operation.

IBM Unveils Cloud Suites for the Entire C-Suite

IBM unveiled an array of cloud solutions designed for the C-suite to help executives accelerate innovation around customer experience to meet their business objectives in concert with their company's IT strategy. Among the newest cloud business offerings is a Big Data and social analytics solution that CMOs can use to get an emotional reading on how customers view their brand.

Infor Epiphany Interaction Advisor Provided in the Cloud

Infor, a provider of business application software, has made its Infor Epiphany Interaction Advisor available for subscription and hosted services. The cloud-based version of the tool offers the same functionality as the on-premise version, including the ability to promote productive customer interactions and to help organizations optimize cross-sell opportunities and improve customer retention.

KANA Launches Next-Generation LAGAN Enterprise Customer Service Suite

Customer service solutions provider KANASoftware,Inc introduced a release of its LAGAN Enterprisecustomer service suite for public sector organizations. The new release offers extensive functionality to manage escalating workloads and citizen expectations in an omni-channel era punctuated by severe budget constraints. LAGAN Knowledge Management features an all-new knowledge platform and user interface that offers improved speed, flexibility and easier knowledge-authoring. A new agent search user interface incorporates meta tags for search filtering and user ratings for content, and is designed to integrate seamlessly into any and all engagement channels.

Moxie Software, Inc Launches Moxie Community to Facilitate Customer Engagement

Moxie Software, a provider of customer-centric enterprise social software, has announced a new native app for iPhone and Android devices for its Collaboration Spaces which enables users to access the features of the system on their mobile devices. The new mobile app enables users to find and connect with people via email or phone them directly from the app and to search and browse all content, groups, and people. In addition, Moxie Software has also launched its Moxie Community for users of Collaboration Spaces which offers tutorials, webinars, best practices, use cases, and peer-to-peer engagement opportunities.