[ know me ] engagement€¦ · Verint. ®Powering Actionable Intelligence Verint ® Systems Inc....
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The new rules of customer engagement Latest research across 9 countries highlights the need to make life easier for your customers in order to build loyalty. Here, we look at what the data uncovered in the UK. 61% are suspicious about how their data is used Get the basics right Know that trust is an issue Customers can be driven away by... Why go the extra mile? Beer understand customer needs and expectaons Meet complex customer expectaons head on About the Research The research was commissioned by Verint in July and August 2015 in associaon with Opinium, a UK-based research company. Interviews were conducted amongst 18,038 consumers in the following countries: Germany (2,006), France (2,001), Netherlands (2,002), Poland (2,001), UK (2,004), South Africa (2,010), U.S. (2,007), Australia (2,007) and New Zealand (2,000). The research was conducted online, in the local language for each area and respondents were incenvised to parcipate. Verint. Powering Aconable Intelligence ® Verint ® Systems Inc. (NASDAQ: VRNT) is a global leader in Aconable Intelligence ® soluons for customer engagement opmizaon, security intelligence, and fraud, risk and compliance. Today, more than 10,000 organizaons in over 180 countries use Verint soluons to improve enterprise performance and make the world a safer place. Learn more at www.verint.com. 1-800-4VERINT [email protected] +(852) 2797 5678 [email protected] +44(0) 1932 839500 [email protected] verint.com/ceo twier.com/verint facebook.com/verint blog.verint.com Unauthorized use, duplicaon, or modificaon of this document in whole or in part without the wrien consent of Verint Systems Inc. is strictly prohibited. By providing this document, Verint Systems Inc. is not making any representaons regarding the correctness or completeness of its contents and reserves the right to alter this document at any me without noce. Features listed in this document are subject to change. Not all funconality is available in all configuraons. Please contact Verint for current product features and specificaons. All marks referenced herein with the ® or TM symbol are registered trademarks or trademarks of Verint Systems Inc. or its subsidiaries. All rights reserved. All other marks are trademarks of their respecve owners. © 2015 Verint Systems Inc. All Rights Reserved Worldwide. 10.2015 59% would tell friends and family about their experience 39% would write a posive review 22% of customers would renew or upgrade products or services even if it wasn’t the cheapest opon Arm your organisaon with the right informaon and tools to provide the speedy service that your customers demand. Empower and educate your employees to make the best use of the available resources and informaon. Get personal and go the extra mile where appropriate and relevant. Give your customers the opon to engage with you whenever and however they want. Earn their trust – be transparent and open with your customers about the security and use of their data. [ know me ] 82% of customers “just want quesons answered” 39% think dealing with requests quickly makes for a posive experience 85% say good service makes them feel more posive about brands Cheaper prices 34% Rude staff 21% Too many mistakes 16% [ understand me ] 26% think that when companies understand their history they have a more posive experience 39% like it when services are personalised to their interests
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The new rules of
customerengagementLatest research across 9 countries highlights the need tomake life easier for your customers in order to build loyalty. Here, we look at what the data uncovered in the UK.
61% are suspicious about how their data is used
Get the basics right
Know that trust is an issue
Customers can be driven away by...
Why go the extra mile?
Better understand customer needs and expectations
Meet complex customer expectations head on
About the ResearchThe research was commissioned by Verint in July and August 2015 in association with Opinium, a UK-based research company. Interviews were conducted amongst 18,038 consumers in the following countries: Germany (2,006), France (2,001), Netherlands (2,002), Poland (2,001), UK (2,004), South Africa (2,010), U.S. (2,007), Australia (2,007) and New Zealand (2,000). The research was conducted online, in the local language for each area and respondents were incentivised to participate.
Verint. Powering Actionable Intelligence® Verint® Systems Inc. (NASDAQ: VRNT) is a global leader in Actionable Intelligence® solutions for customer engagement optimization, security intelligence, and fraud, risk and compliance. Today, more than 10,000 organizations in over 180 countries use Verint solutions to improve enterprise performance and make the world a safer place. Learn more at www.verint.com.
1-800-4VERINT
+(852) 2797 5678
+44(0) 1932 839500
[email protected] verint.com/ceo twitter.com/verint
facebook.com/verintblog.verint.com
Unauthorized use, duplication, or modification of this document in whole or in part without the written consent of Verint Systems Inc. is strictly prohibited. By providing this document, Verint Systems Inc. is not making any representations regarding the correctness or completeness of its contents and reserves the right to alter this document at any time without notice. Features listed in this document are subject to change. Not all functionality is available in all configurations. Please contact Verint for current product features and specifications. All marks referenced herein with the ® or TM symbol are registered trademarks or trademarks of Verint Systems Inc. or its subsidiaries. All rights reserved. All other marks are trademarks of their respective owners. © 2015 Verint Systems Inc. All Rights Reserved Worldwide. 10.2015
59% would tell friends and family about their experience
39% would write a positive review
22% of customers would renew or upgrade products or services even if it wasn’t the cheapest option
Arm your organisation with the right information and tools to provide the speedy service that your customers demand.
Empower and educate your employees to make the best use of the available resources and information.
Get personal and go the extra mile where appropriate and relevant.
Give your customers the option to engage with you whenever and however they want.
Earn their trust – be transparent and open with your customers about the security and use of their data.
[ know me ]
82% of customers “just want questions answered”
39% think dealing with requests quickly makes for a positive experience
85% say good service makes them feel more positive about brands
Cheaper prices34%
Rude staff21%
Too many mistakes16%
[ understand me ]
26% think that when companies understand their history they have a more positive experience
39% like it when services are personalised to their interests
