Tag Archives: business consultation

Why is Customer Experience so important?

“Customer experience is the last source of sustainable differentiation and the new competitive battleground” — Tiffani Bova, Gartner Vice President and Distinguished Analyst

A positive customer experience is important in that customers are savvy and have the power choose between competing companies, which offer varying levels of customer service from poor to excellent. In fact, a recent study done in 2014, by card network provider American Experience found out of 10 countries, Singapore was ranked second – tied with the United States – in their willingness to pay more for excellent service. India ranked first. Nearly 80 per cent of consumers here were willing to spend more if they could get excellent service, 14 per cent more on average.

In today’s competitive environment, business owners must understand and invest in customer experience solutions. Here are the reasons why:

Customer Experience improves customer satisfaction. The goal is to create a consistent customer experience across all touch points that meets or exceeds the standard you have set in terms of what you want to deliver. At every touch point, you will ensure that the promise of a positive experience is being upheld and that the customer can experience a certain level of superior service: whether it is from sales, customer service, accounts or support.

It fosters repeat customers and customer loyalty.  Investing in increasing customer loyalty will still yield positive results. But you cannot fake loyalty: customer loyalty is built through great customer experiences that exceed expectations. A superior customer experience becomes a unique and valued offering for the consumer, who recognizes they may not have the same experience with a competitor and does not want to take that risk by switching.

Increase revenue and sales. Your customers are asking for a better experience. They show you they care with their wallets, not just their mouths. Another study, 2011 Customer Experience Impact Report, found that 86% of buyers said they would pay more for a better customer experience. Again, customers value good service and they are prepared to pay for it.

Activeo and Kasturi: Business Merger Announcement

Kasturi
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Though the merger has officiated, you can still rely on the same personal working relationships that you have had in the past. You will still be dealing with the same people and can depend on the same high quality service. The merger does not represent a change in our company name, ensuring you that our services will not be negatively affected in any way, but rather, will only grow stronger through this merger. (We are committed to working with you to overcome any issues.)

Please note that our existing phone numbers will remain the same. Also, please continue to address inquiries and business transactions to your current sales and customer service representatives

Our goal is to, more efficiently, continue delivering innovative, high-quality products in our current markets. To accomplish this, we will adhere to the established product roadmaps for our existing solutions while simultaneously exploring opportunities to provide you with additional value in new areas.

We are committed to continue working hard to expand your business and want to thank you for your loyalty and support. We are confident that this merger will position us to serve you even better. If you have any questions, please do not hesitate to contact us.

 

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Main office
37, Lorong 23 Geylang, Yu Li Industrial Building, Singapore 388371
Tel. +65 6743 9734