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Neldi Rautenbach Neldi Rautenbach

Festive Customer Experiences

Get your reindeer in a row

Neldi Rautenbach Neldi Rautenbach Wednesday 18th January 2017

It’s the first day in December. The weather is turning colder and you can almost hear those sleigh bells jinglin', ring ting tinglin' … Or not? The months leading up to Spring could be compared to an advent calendar, with each day concealing an unpredictable event like stormy weather, a sudden spike in website visitors hoping to find a bargain or a social media avalanche of customer complaints about service.

With many businesses relying on holiday season sales to meet their revenue targets, customer experience can be the differentiator for consumers hoping their shopping experiences won’t add to their stress levels at this busy time of the year.  

Sleigh this way

Us Brits, spent more than £2bn using Visa cards on Black Friday this year. According to Visa, this figure is up 13 percent on last year with £1bn spent online alone. And the four-day period from Black Friday to Cyber Monday, had Britons spend a total of £5.8 billion - a 15% increase on last year, according to VoucherCodes.co.uk and the Centre for Retail Research (CRR).

But while many of our shopping choices will have been driven by low prices or savvy deals, how we are treated by retailers will not go unnoticed.

Retailers smiling after Black Friday and Cyber Monday might not be in the few weeks after Christmas, with each return of an unwanted gift or refund, impacting on their revenue targets. Zogby Analytics reports - in a survey of more than 1000 adults - the week following Christmas to be the time consumers are most likely to contact customer service.

And with access to a choice of channels through witch to complain, a fifth of the participants stated they would tell friends, family or broadcast it on social media.

But it’s not all doom and gloom. Customers also reward good service: One third of the participants would give positive feedback to a company, even shop more frequently with a company, and 20 percent would tell friends and family in person, on social media, or sign up for a company’s loyalty scheme.

Are you ready for the post-holiday rush?

At Synthetix, our retail customers such as Boots and Fortnum & Mason know all too well about delivering consistent customer experiences across channels especially during the post-Christmas influx of customer contact. In fact, we have helped many businesses transform their online customer service.

So seeing as its the season for giving,  we are offering you our very own special gift, the page turner that is ‘Multi-Channel Online Customer Service For Dummies.’

This 30 minute read will help guide you to:

  • Understand the challenges delivering effective online service creates
  • Distinguish between multi-channel and omni-channel customer service
  • Get an overview of the tools available to meet those challenges
  • Discover the must-haves you need for effective implementation
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