Posts Tagged ‘customer needs’
Posted on August 15th, 2012 at 12:57 pm by Angela Gordon
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Theme: Latest Post, Marketing | Tags: Accenture, Consumer Choice, customer expectations, customer experience, customer interaction, customer loyalty, customer needs, Customer Service, energy, Utilities
Earlier this year Accenture published the results of their 3rd annual global survey of energy consumers titled, Actionable Insights for the New Energy Consumer. This report provides energy organizations a detailed perspective into the current drivers influencing the shift in consumer needs and behaviors.
“The energy consumer landscape is constantly shifting with smart technologies, new products and services and challenging economic realities.” — Greg Guthridge, Global Managing Director Accenture Retail and Business Services for Utilities
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Posted on February 3rd, 2012 at 1:04 pm by Angela Gordon
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Theme: High Performance Business, Latest Post, Marketing, Open leadership | Tags: customer expectations, customer experience, customer loyalty, customer needs, Customer Service, Differentiated Service Strategy; customer service; workforce; digital interaction, Social Media
The thing about passion is that it is catchy…the energy it gives rubs off onto others. A colleague of mine had a recent ‘service experience’ and wanted to share it with me and I would like to share it with all of you. I would like to introduce you to Lucinde Klop (@Lucinde_K ) – another passionate customer service consultant from Accenture – and this is her service experience.
Selecting a new health insurance plan has been on my ‘to do list’ for a couple of weeks. I was not looking forward to this task, as I was expecting my only choice was between marginal differences in monthly payments and reimbursements. However, when I finally got to it, I was highly surprised! Not only could I choose from monthly payment options, but I could also choose between various levels of service defined per insurance package.
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Posted on January 13th, 2012 at 1:04 pm by Angela Gordon
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Theme: Business Transformation, Latest Post, Marketing | Tags: Customer Analytics, customer expectations, customer experience, customer loyalty, customer needs, Customer Service, Digital channels, Digital interaction, Social Media
A new year brings new hope, new chances, and new energy - or as the Dutch say – ‘nieuwe ronde nieuwe kansen’! At the start of 2011 I selected five key service themes for the focus of 2011; these unfortunately did not all play out over the course of the year. But one must not get disappointed in the lack of progress. One must smarten the goal and move forward…
For 2012 I have selected three service themes which are going to monopolize the conversations both on the blog and on location with our clients. In order of personal importance;
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Posted on September 28th, 2011 at 12:16 pm by Barend van Doorn
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Theme: Business Transformation, Latest Post | Tags: customer expectations, customer needs, Customer Service, Digital channels, Finance, Financial Services, Growth, Mobile banking, Social networking, Technology advances
Growth is back on the agenda for banks. The focus for banks globally is moving to revenue and the customer. Cost-cutting remains a major priority, but higher shareholder value cannot be delivered by pruning cost alone. Yet in developed markets, expanding the customer base is likely to be difficult and expensive. Therefore growth depends on the ability to derive more revenue from the existing customer base and to do so cost effectively.
Following the financial crisis, trust has been eroded and will require a major effort to rebuild. Customers show a far higher willingness to shop around and buy different products and services from multiple vendors. And critically, customers’ general expectations of service and the integration with their lives, have been transformed by rapid advances in everyday technology.
Achieving this will require a renewed focus on customer channels to create more effective and efficient distribution. The switch in focus from product to customer demands the development of more customization built around the needs of customers’ individual preferences. In other words, banks need to find better ways to serve their customers at lower cost and in a very personalized way.
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Posted on September 16th, 2011 at 11:56 am by Jort Possel
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Theme: About Accenture, Column | Tags: Business Transformation, Commitment, Corporate values, customer needs, Emerging markets, History, open leadership, Stewardship
Some speculated at the time of the IPO in 2001 that Accenture’s special culture and values wouldn’t be able to survive the transition to public ownership. The severe economic downturn that followed didn’t help the organization’s odds. But the partnership values and culture have retained a special meaning at Accenture.
The principles of it will never change—that is the emotional attachment, the ownership, the feeling of authority and accountability are the things we have to continue to hone and get right. Green was leading a town hall meeting at the St. Charles campus in the summer of 2004. There were about 800 employees in the auditorium, and one employee in the back of the room said, “I’ve been here three weeks. I think I understand some values, but what is this thing called stewardship?”
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Posted on August 4th, 2011 at 11:56 am by Wouter Koetzier
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Theme: Innovation that works, Latest Post | Tags: customer needs, Innovative ideas, Market insights, New technologies, Successful innovations, Systematic approach, systematic ideation
There is no lack of great innovative ideas. In fact, most companies have far more ideas than they can ever possibly use. Accenture believes that what sets truly successful companies – the high performers – apart is that they take a systematic approach to innovation. This is what enables them to pick the best ideas, the ones that will work and generate profitable growth, win market share, or even create new high-growth markets.
But how do they do it, again and again? Especially given that the odds are against them, with a mere one in every 1,000 innovative ideas actually proving successful. The key to successful innovation is coming up with the right innovations for the right markets. The best ideas rarely appear out of thin air. The only way to come up with the best innovative ideas – consistently and repeatedly – is to make innovation an essential part of how you do business, of your strategy.
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Posted on July 29th, 2011 at 1:19 pm by Jort Possel
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Theme: About Accenture, Latest Post | Tags: Asia, Competition, Consulting, customer needs, Global firm, Growth, High Performance, History, Outsourcing, Value Creation
The year 2003 was an extremely difficult period for many employees to live through, but the global downturn strengthened Accenture’s competitive position. With many traditional rivals left in a weakened financial state, Accenture remained unmatched in terms of its global breadth and depth. We were leveraging these strengths with scores of new and continuing engagements to drive growth in consulting revenues that was projected to exceed global growth in IT spending going forward. Once again, as it had many times in its history, Accenture showed its ability to quickly respond to changing conditions in the marketplace to best serve its customers’ needs.
Accenture also leveraged its global industry groups to differentiate itself from rival consulting as well as outsourcing firms. That fact hasn’t been lost on clients. Whether we took an insurance system we developed in Spain and installing it for a client in Chicago, or we took a banking system developed in Spain and installed it in the U.K., we got a lot of credit from our clients who say: ‘You can see that there’s “one firm”—and that’s Accenture’. A recent visit to Accenture delivery centers in India left clients with the same impression. We had a couple of clients visiting our sites in India where they said, ‘It’s very clear, you go into an Accenture office in London or you go into an Accenture office in India, and you say, that’s Accenture,’ said Karl-Heinz Floether, former group chief executive-Financial Services.
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Posted on June 16th, 2011 at 12:13 pm by Angela Gordon
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Theme: Driving Growth, Latest Post, Marketing | Tags: Accenture, customer experience, customer loyalty, customer needs, customer satisfaction, Customer Service, research, Social Media
The Accenture CRM Team recently completed a global survey of consumers to ask about their views and opinions in the area of customer service. In the Netherlands there were 1004 participants in the survey and the results were at times quite surprising! To keep it simple I have selected five key findings that I wish to share with you;
1. Customer service expectations are rising!
Globally, 40% of consumers stated their customer service expectations had risen as compared to one year ago. This figure dropped to 19% for the Dutch sub-set of consumers. Why so much less in the Netherlands…?
2. Dutch consumers are the least satisfied with the most important service characteristics!
From eleven pre-specified service characteristics, Dutch consumers gave the following three (in order of priority) the highest score in importance: ‘having employees who are knowledgeable and informed’, ‘having customer service employees who know my history so I do not have to repeat myself’, and 3rd place was ‘the amount of time I have to wait to be served’. After scoring the characteristics to determine which were the most important consumers then were then asked to rate how satisfied they are with the current delivery of these characteristics from Dutch service providers. On a scale of 1-5 (5 being highly satisfied) the scores are shockingly low;
- having employees who are knowledgeable and informed scored 2.74
- having customer service employees who know my history so I do not have to repeat myself scored 2.42
- the amount of time I have to wait to be served scored 2.44
So the service characteristics that are the most important to Dutch consumers are also those characteristics that consumers are least satisfied with. Odd, don’t you think? Are Dutch consumers not communicating to service providers what is important to them…? Or are service providers just not listening…? Read more…
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Earlier this year Accenture published the results of their 3rd annual global survey of energy consumers titled, Actionable Insights for the New Energy Consumer. This report provides energy organizations a detailed perspective into the current drivers influencing the shift in consumer needs and behaviors.
On the 26th of May Accenture sponsored, in conjunction with TeleTrain, the first annual Customer Service Seminar. The theme this year was to investigate and discuss the impact of new social media platforms on organizations and their interactions with the customers.
Are you experiencing stagnant customer satisfaction numbers…? Is your NPS score teetering along with no significant improvement? Are you and your management team struggling to find new ways to achieve improvement?
