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3 Rules to provide seamless customer experience

Customer experience is a silent game-changer set to regain customer inflow, especially for businesses or companies who had to move away from physical, on-ground set ups. While this experience was initially designed to just provide support or troubleshoot problems for customers, it has now evolved into a deeper and dynamic understanding of what customers go through–especially during this time.

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With the shift towards the digital marketplace last year, both businesses and their respective customers are going to continue working and interacting remotely in 2021. With that comes a very important aspect – ventures should definitely place emphasis on a seamless customer experience. 

Customer experience is a silent game-changer set to regain customer inflow, especially for businesses or companies who had to move away from physical, on-ground set ups. While this experience was initially designed to just provide support or troubleshoot problems for customers, it has now evolved into a deeper and dynamic understanding of what customers go through–especially during this time.

Customer feedback, in addition, has provided crucial insights and points of action for businesses to integrate as they build experiences that can adapt to each customer’s needs.

“Designing experiences for customers now requires a more deliberate and ever-evolving approach, entailing precision, customization, and thoughtful details,” said Regional Vice President Rajiv M.Dhand from TELUS International, a leading digital solutions and customer experience (CX) provider.

“At a time like this, when companies like ours have access to insights from customer feedback, we treat them as a valuable stimulant to adapt to as we create a more personalized and unique experience for each customer, which is our goal for each and every interaction,” Dhand explained.  

Undeniably, digital platforms have given the much-needed flexibility for customers during this time. As these platforms are here to stay, TELUS International Philippines shares these three important learnings on customer experience that can help businesses improve how customers experience their brands in the current situation and for the years to come. 

1. Being digital-first should put a premium on data privacy and security

The swift migration of businesses to digital solutions heightened the focus on immediate accessibility and user experience; however, it can also leave loopholes in data security if done in      haste. This movement paved the way for leaders in tech and CX to stress the need for firms to ensure that they have the proper IT and data security systems and tools to ensure that data and transactions are always secure. 

With adaptation now more settled for companies, setting standards and stricter systems on oversight for remote work should be the next priority to ensure longevity when investing in these tech solutions.

2. Remote or hybrid set-ups demonstrate the power of cloud

Applying remote work set-ups happened faster than expected even with the limitation of stable internet infrastructure in the Philippines. Businesses were able to continue and adjust with the enforcement of skeletal capacity in workplaces with the aid of cloud-enabled platforms.

Cloud solutions paved the way for smoother transitions and collaborations for users in different locations. This has become instrumental for companies who are designing their way forward. Even traditional businesses who are new to this kind of work, now improve process flows with the real time updates they get from operations managed by the cloud technology. These significant improvements have ushered in efficient ways of working, which will be here to stay.

3. Conveying empathy and transparency through digital channels are an edge

Minimiz     ing face-to-face interaction and boosting virtual ones does not mean losing empathetic forms of communications. In times of crisis, silence or canned responses may seem impersonal or out of touch leading to customers’ disinterest or worse, mistrust. 

Companies need to level with that by bringing the same personal experience and empathetic messaging to any channel available to its customers. This comes with being more transparent on what companies can offer, as well as what their limitations are, during this time. It helps manage customers’ expectations and lead them to proper channels where they can be serviced better. 

“Through these learnings, we are able to go beyond simply delivering easy, real-time support to our customers. There is another layer of care and thoughtfulness that we add in the overall experience. While that might seem intangible, it makes a great difference,” said Dhand.

Technologies will become more advanced as tech and CX experts in companies like TELUS International Philippines relentlessly find ways to bridge needs through digital solutions.

For TELUS International Philippines, their commitment to providing world-class customer experiences will create a sustained evolution as more people rely on digital solutions as the world continues to transition and learn from the wave of experiences that the COVID-19 pandemic has brought about.

Dhand added, “In the years to come, the surge of innovations and omnichannel solutions will continue to define how customers experience different brands, but one thing that will remain constant is how, as a company, we can show our care and dedication as we design human-centric customer experiences.”

BizNews

Tweak pitches based on how innovative an idea is

Pitches promoting radical ideas are better received when framed in concrete and explanatory ‘how’ terms, while progressive ideas do better with abstract ‘why’ style of pitches.

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In a study examining styles of pitching ideas to audiences, researchers found that pitches promoting radical ideas are better received when framed in concrete and explanatory ‘how’ terms, while progressive ideas do better with abstract ‘why’ style of pitches.

Previous research found that professional audiences, like investors, prefer concrete pitches with how-style explanations, while lay audiences such as students and crowdfunders respond better to ‘why’ style pitches for abstract ideas.

Professor Simone Ferriani, Professor of Entrepreneurship at Bayes Business School (formerly Cass), City, University of London, said: “We wanted to identify the best way for entrepreneurs to pitch their ideas to get audiences’ attention and investment. Could the way they pitch affect their success? What if they had great ideas but were pitching them in the wrong way? We wanted to explore which styles of pitching work best with differing types of ideas.”

To test this, academics conducted two experiments using an online survey with business students evaluating pitch decks, to see when new ideas were more likely to be viewed positively. The study used entrepreneurial pitches and varied the ideas’ originality and the style of abstract ‘why’ the idea works versus concrete ‘how’ the idea works. They looked at how these factors influenced people’s reception of the idea and their willingness to support it.

The results indicate that the pitching strategy should match the idea’s novelty to make it more appealing and likely to attract investment.

Professor Ferriani added: “Imagine a tech startup introducing a groundbreaking new virtual reality (VR) gaming platform that revolutionises the gaming experience. Our findings suggest that in their pitch to potential users, they should emphasise concrete usability details such as the advanced feedback technology, the immersive 360-degree visuals and the seamless integration with existing gaming consoles. When ideas have the potential to disrupt the status quo, this explanatory approach is key to offset the puzzlement that novel ideas can cause. Conversely, when ideas are less of a leap and more of a step forward, such as with incremental innovations, abstract language that paints the ‘why’ can be more effective.”

Denise Falchetti, Assistant Professor of Management at George Washington University School of Business (GWSB), added: “This strategy taps into the audience’s existing knowledge and expectations, connecting the new idea to familiar concepts and emphasizing its place within a broader vision or goal.”

Gino Cattani, Professor of Management and Organizations at New York University Stern School, concluded: “The research advises a tailored approach: for groundbreaking innovations, detail the practicalities; for incremental improvements, focus on the overarching vision. As the language of entrepreneurship continues to evolve, this study offers a compass for navigating the intricate dance of persuasion and influence, providing a linguistic toolkit for turning novel concepts into embraced innovations.”

The paper, ‘Radically concrete or incrementally abstract? The contingent role of abstract and concrete framing in pitching novel ideas’ is published in Innovation: Organization & Management.

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BizNews

Companies in strategic alliances get better access to financing, more desirable terms

Companies in alliances can gain access to new technologies and customers while keeping their autonomy.

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Shoppers browsing through blouses and blenders at Target know they can also quaff a cappuccino at one of more than 1,700 Starbucks cafes housed within Targets. The strategic alliance benefits both corporations by helping them reach new markets, boost their brands, and add incremental sales.

Collaborative partnerships such as this have grown at a pace of 3,600 per year, according to the SDC Platinum database. That’s partly because companies in alliances can gain access to new technologies and customers while keeping their autonomy.

New research from Texas McCombs highlights another advantage of alliances: They also make borrowing money easier.

Urooj Khan, associate professor of accounting, finds that companies entering strategic alliances can get both better access to financing and better terms through the financial networks of their partners. Banks that have already lent to one partner offer lower interest rates to a company entering the alliance.

The reason is that having a relationship with one partner helps them get insight into the other company, beyond what’s found in financial statements and alliance agreements, such as the strength of its commitment to the alliance and its ability to execute the alliance effectively. Such inputs are critical for assessing the credit risk of a borrower.

“It’s really hard to see whether a company will live up to its strategic alliance commitments, even if they put it on paper,” says Khan. “But these alliances have significant consequences for the companies’ financial futures, cash flows, and revenues.”

Knowing that an alliance can improve a company’s bottom line, banks can lend with less uncertainty, he adds. They can spend less on screening and monitoring, making it possible to extend a lower-interest loan to the new partner.

With Vincent Yongzhao Lin of Washington University in St. Louis, Zhiming Ma of Peking University, and Derrald Stice of Hong Kong University, Khan analyzed 5,343 U.S. bank loans issued to 1,254 borrowers in strategic alliances from 1991 to 2016.

The average company got loans from banks that had existing relationships with an alliance partner, as well as other loans from banks that did not. That allowed the researchers to compare lending outcomes. They found that in the four years after an alliance commenced:

  • Borrowers in alliances were 6% more likely to get financing from alliance-related banks than from non-alliance-related banks.
  • Interest rates on loans from alliance-related banks were 0.13 percentage points lower, on average, than loans from banks with no alliance connection. These cost savings represented a 7% decrease in the average cost of borrowing.

Alliance-related banks gave even more favorable rates when:

  • An alliance was economically important, as measured by its closeness to the company’s core businesses, similar markets for the partners’ products, or the equity markets’ reactions upon the alliance’s announcement.
  • The borrower’s transparency and accounting quality were low, making inside information from its partner even more critical to assessing its risk.

The findings have implications for banks and for companies considering entering a strategic alliance, Khan says.

Banks can look at new alliance partners of their existing clients as avenues for potential business growth.

For companies — especially those that anticipate needing a loan — the findings can help them decide whether to pursue an alliance in the first place.

“Companies typically consider access to new markets and technology or cost savings as the main benefits of forging strategic alliances,” he says. “Our research shows that partners can also benefit from each other’s financial networks through alliances.

“Thus, the quality and extensiveness of a firm’s banking relationships is an important factor in choosing an alliance partner.”

Strategic Alliances and Lending Relationships” is published online in The Accounting Review.

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BizNews

To promote your brand, stop hiring rogue social media influencers

Social media influencers are using bogus claims, deceptive editing and reinforcing gender stereotypes in a bid to gain popularity.

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Rogue social media influencers are relying on gender stereotypes, bogus claims and deceptive editing to monetise their content and increase their following, a new study has found.  

Influencers using these questionable tactics, which would otherwise be impermissible under marketing rules, are seemingly able to hide in plain sight thanks to the existing focus on ad labelling within the influencer industry.  

In the absence of a legal definition and comprehensive guidelines on influencers, some are able to operate in regulatory blind-spots, with the only real requirement that sinks its teeth is for them to be transparent on what type of content they are producing (eg. advertising) rather than the substance of their messaging. 

New research by the University of Essex’s media law expert, Dr Alexandros Antoniou, has unearthed some of the dark arts being used by rogue influencers.  

He has identified four questionable strategies which were recurring themes during his analysis of more than 140 rulings from ASA between 2017 and 2024. 

The rulings related to advertising and promotional content, which had been referred to the watchdog amid concerns it broke marketing regulations. 

Dr Antoniou, of Essex Law School, said: “Even though influencers are seen as trustworthy figures in online brand communities, my findings expose long-standing issues of non-compliance with established marketing rules. 

“The current heavy emphasis on ad labelling is misguided as site users are already aware of potential paid endorsements by influencers.” 

The four recurring themes and breaches identified by Dr Antoniou were: 

  • Promo-masquerade – exaggerating products through visual enhancements, mishandled give-away campaigns and prize mismanagement that leaves deserving participants empty handed or confused about terms of engagement. 

Example: The ASA found an influencer failed to deliver a £250 voucher from a fast-fashion retailer without justification and lacked evidence to show they had distributed three out of four prizes as part of a competition they were running.  

  • Risk-fluence – making impermissible and baseless health and nutrition claims, showcasing prohibited products, and the irresponsible promotion of age-restricted goods. 

Example: An influencer was found in breach of marketing rules by ASA after they promoted an alcoholic product which used playful words to suggest the drink was low in calories. 

  • Mone-trapment – encouraging followers to part with money through questionable ‘get rich quick’ schemes and high-risk investments. 

Example: The ASA ruled an influencer broke marketing rules when they promoted betting and gambling as a good way to achieve financial security 

  • Stereo-scripting – using stereotypical images of masculinity and femininity as basis for promotions, reinforcing harmful gender norms. 

Example: The ASA found an influencer used cheerful visuals and energetic soundbites to recount her experience of breast augmentation surgery, which merely reinforced societal norms tying a woman’s worth to physical appearance, thereby perpetuating superficial ideals and unrealistic beauty standards. 

Dr Antoniou is calling for a new regulatory framework to be established to ensure there are clear expectations and boundaries in which influencers can operate in. 

He has also suggested a new certification scheme, backed by the ASA, could be used in the influencer sphere to give the industry a more professional outlook.  

Dr Antoniou hopes these measures will make influencers more responsible for their content and help the influencer sector evolve into a mature industry.   

“The existing approach to regulating social media influencers is not working as it’s reactive, and seeks to apportion blame after bad ads have already had their impact on followers,” he said. 

“Instead, the aim should be to establish a clear baseline of expectations; a ‘floor’ through which influencers cannot fall.” 

Dr Antoniou added: “There is currently no evidence that influencers’ malpractice stems from wilful disregard as opposed to mere ignorance and it is the lack of specific guidance that impedes their ability to learn from mistakes.” 

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