Adapt customers Made.com, Smiffy's and Gondola Group (owners of Pizza Express and Zizzi), discuss how cloud can create outstanding customer experiences.
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Adapt - Outstanding Customer Experiences Webinar
1. Creating Outstanding Customer Experiences
Views from Made.com, Gondola Group & Smiffy’s
#CloudinContext
February 2014
2. 02 Introducing…
Jonathan Howell, CTO
Najeeb Ahmad, Group
Infrastructure Manager
Darryl Wadhams, IT
Manager
Kevin Linsell, Head of
Service Development
Adapt
Made.com Gondola Group
RH Smith & Sons
> Award-winning
platforms
> Rock solid service
management
> Translate technology
to business advantage
> Serving 14k
people
> 73 million meals
> 700 restaurants
> Operating over 5
regions
> 30m items
shipped per year
> 6,000 product
lines
Serving 4 million +
portions of dough
balls per year
Currently
celebrating its 120
year anniversary
Infrastructure
heroes to high
growth businesses
From selling one
side table in April
2010 to over 30,000
items last month
> 2.5m visits in
January
> Expanded to
France in 2013;
represents 15%
of the business
5. 05
UK consumers spent 17m hours browsing and
shopping online on Boxing Day, contributing to a total of
44.3m hours shopping online across Christmas
Eve, Christmas Day and Boxing Day.
Source: Experian Hitwise, 2014
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12. To listen to the full
discussion, access the webcast now!
twitter: @DoMore_Adapt
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Notas do Editor
More stats:UK consumers spent 17m hours browsing and shopping online on Boxing Day, contributing to a total of 44.3m hours shopping online across Christmas Eve, Christmas Day and Boxing Day (Experian Hitwise, 2014) British internet users made 129m visits to retail websites on Boxing Day, a 15% year-on-year increase, making 26 December the biggest online shopping day ever (Experian Hitwise, 2014) There were 90m online retail visits on Christmas Eve 2013 (up 6% year-on-year) and 114m online retail visits on Christmas Day (up 6% year-on-year). (Experian Hitwise, 2014) Twice as many consumers headed online this Christmas Day compared to the same period last year, this was eclipsed by Boxing Day where almost 3m delivery addresses were captured. This represents almost a 300% increase from the 1m addresses looked up last year. (Postcode Anywhere, 2014)
More stats:IBM:Multichannel customers spend 3-4 times more than single channel customers The IBM Digital Analytics Benchmark reveals that on Thursday 26 December online sales increased by 40.4% compared to Boxing Day 2012. (IBM, 2014)Tablet users drove 29.4% of online sales, smartphone users drove 15.8% (IBM, 2014)Zendesk:67% of online shoppers have made purchases in the past six months that have involved multiple channels.73% think brands pay more attention to generating sales across multiple channels than they do to providing a seamless, integrated customer service experience.Speed of response (89%), speed of resolution (89%), and friendliness of the representative (82%) are seen as the most important aspects of the customer service experience, regardless of channel.47% expect to be able to return purchases through a different channel than the purchase channel52% expect to get a response on social media within 2 hours, and resolution within a half day.62% expect a response via email within a half day, while 75% expect resolution within a dayhttp://www.getmoreengagement.com/multi-channel/15-stats-that-reveal-the-omni-channel-customer-service-gap-in-retail
39% of consumers have recently faced a poor shopping experiencehttp://www.postcodeanywhere.co.uk/north-american-survey-12/?src=hmbanner – north american survey