Key findings from the latest Ipsos MORI report on research carried out on customer services showed:
Despite real improvements having been made, customer services may still be lagging expectations.
People are keen to be treated by the state as customers.
Customer expectations include speed and authenticity. They expect services to be personalised to more diverse lifestyles, allowing flexibility and choice.
(Ben Page, Chairman Ipsos MORI Research Institute)
All this means that, ultimately, whatever the drivers are – whether service or profit related – if your organisation isn’t creating customised experiences for your website users then you’re losing out. And so are they.
Our development team here at Zengenti have been working up the perfect tool for managing your customers’ experiences. We call it Populo. Populo:
For example, a university may want to make their homepage content more relevant to prospective students from outside the UK. Populo can do this. A council may want to highlight tourist attractions to people searching their website from outside their catchment. Populo can also do this.
So, repeat visits by a customer to your website are more fruitful and relevant for them. You see increased dwell times and better interaction. Managing the customer experience using Populo results in a cumulative effect on satisfaction and on loyalty.
Populo is released soon. Find out how it can make your Contensis website do more for you.