![]() “Given this shift, it’s more important than ever for businesses to continually listen to and understand the needs of their customers, and then rapidly adapt to those signals. They are actively looking to do more with organisations that put their needs first,” adds Bruce Temkin, Head of Qualtrics XM Institute. “The last two years have affected just about everyone at home and at work, pushing consumers to re-evaluate many of their relationships. In contrast, 38 percent of consumers in New Zealand said they would buy more from a company if it treated them better. A recent Qualtrics study found that globally 53 percent of consumers have cut spending after a single bad experience with a company. The implications of shifting market dynamics can impact bottom lines too. It’s a reality that means businesses across the country will have to continually address customer service gaps that might emerge by finding new and sustainable ways to deepen relationships with customers,” adds Katsabaris. “Customer experience will be in the spotlight as consumers will not only demand higher quality support and services in response to the higher costs or longer wait times they might be facing, they will actively seek out and reward those companies able to meet and exceed their expectations. “The coming year is critical for organisations across New Zealand as they continue to navigate macroeconomic issues – from talent shortages through to supply chain disruptions and rising costs – caused by the pandemic,” says Vicky Katsabaris, Director of XM Solutions Strategy at Qualtrics. Almost half of respondents said businesses need to care more about them (43 percent) and get better at listening to their feedback (41 percent). ![]() Improving communications and online resources were also called out for improvement. ![]() Based on insights from 1,000 consumers in New Zealand, Qualtrics found that 74 percent of people believe customer experiences need to be better.Ĭustomer service support was the second most common area consumers wanted businesses to improve, behind prices and fees. ![]() This is no wonder, given that in 2021, three quarters of New Zealanders said they were dissatisfied with their experiences as customers, according to the Qualtrics 2022 Global Consumer Trends study. In a recent Salesforce-sponsored study by Harvard Business Review Analytic Services, researchers found that 82 percent of retailers say that improving the customer experience is their top priority. Customers are no longer simply after cheap prices, but desire memorable, positive customer experiences across multiple touchpoints from brands and retailers they choose to do business with. From the impact of a global pandemic and the rising cost of living, to the introduction of new shopping technologies and channels, consumer behaviour has seen a big shift. The retail landscape has changed dramatically in recent years. David Nothling-Demmer looks to some of the key trends shaping the shopper experience, as he chats with industry players about what CX excellence looks like, and what marketers should be doing to delight customers at every touchpoint. A recent Harvard Business Review report found that getting the customer experience right is more important in retail than in all other industries combined.
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