Social Media « Accenture BlogPodium

Posts Tagged ‘Social Media’

Unsatisfied consumers: who will take the first step?

Posted on June 16th, 2011 at 12:13 pm by Angela Gordon | Link | Comments (1)
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 3^rd 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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Accenture favorite employer in consultancy

Posted on June 14th, 2011 at 11:20 am by Jort Possel | Link | Comments (0)
Theme: About Accenture, Careers, Latest Post | Tags: employer, Favorite Employer, IIO 2011, IIO11, Image, Image Research, Intermediair, Intermediair Image Onderzoek 2011, Mensink, Social Media, Young professionals

Intermediair, the largest magazine for highly educated (young) professionals in the Netherlands, published it’s annual corporate image research titled ‘Intermediair Imago Onderzoek‘ on the 50 most popular/favorite employers to work for. Based on an independent research asking over 3300 professionals to name 3 companies they would like to work for (on top of mind), Accenture this year jumped 10 ranks up to #37 in 2011.

According to Job Mensink (Brandgiving) valuable employer branding cannot be achieved with expensive media campaigns any longer. Conversations facilitated by social media play an increasing role in the image of companies, says Mensink. With the rise of social media, employees are more willing to talk (with eachother and peers) about the company they work for, and that is most important for an corporate image. It’s not about creating an image, but about companies staying close to their core values.

Even more remarkable is that Accenture is listed as most favorite employer in the consultancy sector for the 3rd consecutive year. These results follow earlier recognitions in 2011 (MC50 and MT500), and is a demonstration of the expertise and professionalism of our people.

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#CSS2011: 250+ tweets strong!

Posted on June 6th, 2011 at 4:34 pm by Angela Gordon | Link | Comments (1)
Theme: Driving Growth, Latest Post, Marketing | Tags: Accenture, CSS2011, customer experience, customer loyalty, customer needs, Customer Service, new marketing, Social Media, Twitter

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.

The day began with an introduction to the demanding and selective customers of today combined with a poll of the room to see how ’social’ the audience members were. After the short introduction the participants were in agreement to the challenge their organizations face and were ready with their smart phones to start filling up the Twitter fountain. The day flew by as all 8 speakers provided their view on the challenge of today, and those challenges that are likely to arise. Key ideas shared by the presenters are; Read more…

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Social Media and the Service Strategy: want to hear it from leaders in the NL market?

Posted on May 4th, 2011 at 10:33 am by Angela Gordon | Link | Comments (0)
Theme: Marketing | Tags: accenture technology lab, contentgirl, CSS2011, customer experience, customer loyalty, customer needs, Customer Service, govuntied, kennethlim, KLM, Microsoft, serve4impact, service strategy, Social Media, Twitter, verint

On the 26^th of May the Accenture CRM Service Transformation Team is hosting, in conjunction with TeleTrain, a customer service seminar centered around the ongoing discussion of: How does Social Media impact my service organization? In order to address this question the seminar has been designed to provide interesting inputs and discussions from the organization as well as the customer perspective.

To ensure a mixture of: inspiring success stories, discussions about trends, the ‘what not to do’, and how technology is needed to ensure success, the following group of diverse speakers has been arranged: Read more…

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Social CRM, what next?

Posted on April 26th, 2011 at 3:49 pm by AccentureNL | Link | Comments (0)
Theme: Driving Growth, Marketing | Tags: Bank, Financial Services, Insurance, Sales, Service, Social CRM, Social Media

Blog post written by Robert Neumann. Robert is a former blogger on Blogpodium and is a Consultant within Accentures CRM Service Line with a focus on Sales Transformation.

“Social CRM isn’t just another communication channel to market”.

Following-up on my last blog entry, I found a blog about the current status of social CRM and where it could go next: Social CRM at a crossroads? According to the author social CRM evolved from an innovative new tool used by a few companies to a mainstream functionality that practically all companies use (in one way or another). The big question is what to do with it now and how to really create value with this new technology?

The author outlines three main possibilities:

A new communications channel, used to communicate and market to new customer groups, but doing it mainly from the perspective of the company (and not the customer).
A new social CRM technology solution, implemented in order to follow the crowd and “have it”, but failing to create real value.
A way to co-create value together with customers, incorporating the perspective of the company, the customer and their touch points. Based on this understanding value can be created for both parties.

While the author sees the third option as the only one providing sustainable success for companies implementing social CRM, Dutch banks and insurance companies are still very much figuring out which way they would like to go. I do recognize abovementioned options one and two among them, but have not yet seen anything that really goes beyond that.

And this is the step a lot of companies need to start thinking about right now. The emergence and increasing usage of social media and other Web 2.0 tools has dramatically altered the ways in which companies interact with their customers. If they want to make social CRM something sustainable or something more than just the next hype, they need to make it more than a communication channel or another CRM functionality. They need to make it part of their overall CRM concept, something that is fully incorporated in their sales and service strategy. Companies should adopt a “social CRM” strategy.

I’m very much looking forward to the first Dutch bank or insurance that manages to do that. Or, even better, help to develop and implement it.

What do you think is next? What should companies do to respond to these changes?