Why You Shouldn’t Assume Your Shop Customers Aren’t Neurodivergent

In retail, good customer service is often taught as being proactive: greet customers quickly, offer help, and make your presence known. 

While well-intentioned, these standard approaches can unintentionally create discomfort or distress for neurodivergent customers, particularly those who are autistic (ASD).

The key issue is assumption. You cannot tell whether a customer is neurodivergent by looking at them, and many autistic adults mask their differences extremely well.

Presuming that “everyone shops the same way” risks alienating a significant number of people who simply want to browse in peace.

Autism and the Retail Environment

For many autistic people, shops can already be challenging spaces. Bright lighting, background music, crowded aisles, strong smells, and constant movement can all contribute to sensory overload. When you add sudden human interaction into that mix, the experience can quickly shift from manageable to overwhelming. Especially at Christmastime. 

Common retail behaviours that may cause distress include:

Being approached from behind without warning

Sudden verbal interaction while deeply focused

Staff standing too close or blocking escape routes

Repeated offers of help after a customer has declined

These actions are not rude or malicious — but for some ASD customers, they can trigger anxiety, startle responses, or even a fight-or-flight reaction.

“Can I Help You?” Isn’t Always Helpful

Many autistic shoppers are highly independent and come into a shop with a clear purpose. They may have rehearsed what they need to buy, where it is located, and how long they intend to stay. An unexpected interruption can break that mental plan.

Repeated or enthusiastic offers of assistance can feel intrusive rather than supportive, particularly when the customer neither needs nor wants help. In some cases, the pressure to engage socially may even cause someone to abandon their purchase and leave the shop entirely.

The Problem With Assumptions

A major barrier to inclusive retail is the assumption that neurodivergence is rare, visible, or limited to children. In reality:

Many autistic people are adults

Many are undiagnosed or late-diagnosed

Many mask their discomfort to avoid judgement

That quiet, focused customer who avoids eye contact or startles when spoken to may not be “rude” or “awkward” — they may simply be navigating the environment in the best way they can.

A More Inclusive Approach to Customer Service

You do not need to eliminate human interaction to be inclusive. Small changes in approach can make a significant difference:

Approach from the front or side, within the customer’s field of vision

Allow browsing time before offering help

Use neutral, optional language, such as “I’m here if you need anything”

Accept ‘no thank you’ immediately, without repeating the offer

Avoid sudden touch or close proximity

These practices benefit all customers, not just neurodivergent ones. Many peopl,  tired parents, anxious shoppers, those dealing with chronic illness, also prefer calm, low-pressure environments.

Quiet Isn’t Disengaged

One of the most damaging misconceptions in retail is that a customer who is quiet, reserved, or avoids interaction is disengaged or unhappy. For many autistic shoppers, the opposite is true. Silence and space can mean comfort, safety, and focus.

Inclusive customer service is not about doing more, it is about doing less, more thoughtfully.

Why This Matters for Business

From a purely commercial perspective, neurodivergent people are customers with spending power, loyalty, and influence. Many actively choose shops where they feel safe and understood — and avoid those where they feel pressured or overwhelmed.

Word-of-mouth within neurodivergent communities is powerful. A reputation for being calm, respectful, and non-intrusive can set your business apart.

Final Thoughts

You don’t need to know who is neurodivergent to treat customers inclusively. By assuming that any customer may prefer space, predictability, and autonomy, you create a retail environment that is calmer, kinder, and more effective for everyone.

Good customer service isn’t about constant interaction. Sometimes, the best service you can offer is simply letting someone shop in peace.

Elevating Customer Experiences: Strategies for Improving Customer Service

In today's highly competitive business landscape, providing exceptional customer service is no longer just a nicety; it's a necessity. Customers now have a myriad of options at their fingertips, making their loyalty harder to secure. 

To thrive in this environment, businesses must prioritise and continuously refine their customer service strategies. In this blog post, we'll explore effective strategies for improving customer service and enhancing overall customer satisfaction.

Understand Your Customers:

The foundation of exceptional customer service lies in understanding your customers' needs, preferences, and pain points. Conducting regular customer surveys, analysing feedback, and tracking customer behavior can provide valuable insights. By creating detailed customer personas, businesses can tailor their service approach to better meet individual needs.

Invest in Employee Training:

Well-trained and motivated employees are the frontline ambassadors of your brand. Invest in comprehensive training programs to equip your staff with the necessary skills to handle customer inquiries, resolve issues efficiently, and communicate effectively. Foster a customer-centric culture within the organization to ensure that every employee values and prioritises customer satisfaction.

Leverage Technology Wisely:

Technology can be a game-changer in enhancing customer service. Implementing customer relationship management (CRM) systems, chatbots, and artificial intelligence can streamline processes and provide quick responses. However, it's crucial to strike a balance: While technology can automate certain tasks, the human touch remains essential, even vital, for building genuine connections.

Create Seamless Multichannel Experiences:

Customers expect to interact with businesses across various channels seamlessly. Whether it's through social media, email, phone, or in-person, the experience should be consistent. Integrating and synchronising customer data across channels ensures a unified view, allowing businesses to provide personalised and efficient service regardless of the platform.

Prioritise Proactive Communication:

Anticipating and addressing customer needs before they become problems is a hallmark of excellent customer service. Implement proactive communication strategies, such as sending timely updates, providing relevant information, and seeking feedback. By staying ahead of potential issues, businesses can foster trust and loyalty among their customer base.

Establish a Robust Customer Feedback Loop:

Regularly collecting and analyzing customer feedback is essential for continuous improvement. Implement surveys, encourage online reviews, and actively seek input from customers. Use the insights gained to identify areas for improvement and to celebrate successes. A transparent feedback loop demonstrates that you value your customers' opinions and are committed to meeting their expectations.

Empower Customers with Self-Service Options:

Offering self-service options can empower customers and enhance their overall experience. Develop user-friendly FAQs, knowledge bases, and tutorials that enable customers to find solutions to common issues independently. This not only reduces the burden on customer support teams but also provides customers with a sense of control and convenience.

Resolve Issues with Empathy and Accountability:

Mistakes and issues are inevitable, but how they are handled defines the customer experience. Train your team to approach problems with empathy, actively listen to customers, and take ownership of issues. A sincere apology and a commitment to finding a resolution can turn a negative experience into an opportunity to build trust and loyalty.

In a world where customers are more discerning and demanding than ever, businesses must continuously evolve their customer service strategies to stay ahead. By understanding customer needs, investing in employee training, leveraging technology wisely, and maintaining open lines of communication, businesses can create memorable and positive customer experiences that lead to long-term success. 

Remember, exceptional customer service is not just a goal; it's a journey that requires commitment, adaptability, and a genuine passion for customer satisfaction.

(Image courtesy Gerd Altmann from Pixabay)

Elevating Customer Experiences: Strategies for Improving Customer Service

In the competitive landscape of today's business world, providing exceptional customer service is a key differentiator. 

A satisfied customer not only becomes a loyal advocate but also contributes significantly to a company's growth through positive word-of-mouth. 

In this blog post, we will explore effective strategies for improving customer service to create lasting impressions and foster long-term relationships.

Understand Your Customers

To deliver outstanding customer service, it's crucial to understand your customers' needs, preferences, and pain points. Utilize customer feedback surveys, analyse customer behaviour data, and actively listen to customer inquiries. This information will enable you to tailor your services to meet and exceed their expectations.

Empower Your Customer Service Team

Your frontline employees are the face of your business. Empower them with the knowledge, tools, and authority to resolve issues promptly. Investing in training programs, providing access to relevant resources, and encouraging a customer-centric mindset will empower your team to handle diverse situations effectively.

Implement a Multi-Channel Approach

Customers today interact with businesses through various channels, including phone, email, social media, and live chat. Implement a multi-channel approach to cater to diverse customer preferences. Ensure seamless integration across channels, allowing customers to switch between them without losing context. This not only enhances convenience but also demonstrates a commitment to meeting customers where they are.

Embrace Technology

Leverage technology to streamline and enhance customer service processes. Chatbots, artificial intelligence, and automated ticketing systems can handle routine inquiries, freeing up your human resources to focus on more complex issues. Implementing a customer relationship management (CRM) system can help you keep track of customer interactions, providing valuable insights for personalised service.

Set Clear Service Standards

Establishing clear service standards is essential for maintaining consistency in customer service. Define key performance indicators (KPIs) and regularly measure and evaluate your team's performance against these benchmarks. This not only helps in identifying areas for improvement but also motivates the team to strive for excellence.

Proactive Problem Solving

Anticipate customer issues and address them proactively. Monitor trends in customer inquiries and feedback to identify potential pain points. By taking a proactive approach, you can prevent issues from escalating and showcase your commitment to customer satisfaction.

Personalize Customer Interactions

Customers appreciate a personalised experience. Use customer data to tailor interactions and recommendations. Address customers by their names, acknowledge previous interactions, and make recommendations based on their preferences. Personalisation creates a sense of value and builds a stronger emotional connection.

Continuous Improvement Through Feedback

Encourage customers to provide feedback and actively seek ways to improve your services. Use both positive and negative feedback as valuable insights for refining your customer service strategies. Regularly review and update your processes based on customer input to stay ahead of evolving expectations.

Elevating customer service requires a holistic approach that combines a deep understanding of customer needs, empowered and well-trained teams, and the effective use of technology. By implementing these strategies, businesses can create exceptional customer experiences, foster customer loyalty, and ultimately drive long-term success.

Elevating Customer Satisfaction: Proven Strategies for Improving Customer Service

In the constantly changing and ever-evolving landscape of business, one element remains constant in determining success: customer satisfaction. A satisfied customer not only becomes a repeat customer but also serves as a brand advocate, influencing others positively. 

In this blog post, we'll explore key strategies for improving customer service, ensuring that businesses not only meet but exceed customer expectations.

Invest in Employee Training and Development

The frontline of customer service is often manned by customer support representatives. Investing in their training and development is crucial for delivering exceptional service. Equip your team with the necessary skills to handle diverse customer interactions, resolve issues effectively, and communicate empathetically. Regular training sessions and workshops can keep employees updated on the latest industry trends and best practices, empowering them to provide top-notch service.

Implement Effective Communication Channels

Customers today expect seamless and efficient communication. Providing multiple channels for customer interaction, such as live chat, email, phone, and social media, ensures your customers can reach out in their preferred way. Also, ensure that these channels are monitored consistently, reducing response times and demonstrating a commitment to customer needs. And make sure you have full control of how your company's social media channels are used.

Embrace Technology for Streamlined Processes

Leveraging technology can significantly boost and enhance the efficiency of customer service processes. Implementing customer relationship management (CRM) systems, chatbots, and automated responses for routine queries can free up human resources to focus on more complex issues. These tools not only streamline operations but also contribute to quicker issue resolution, improving overall customer satisfaction.

Collect and Act on Customer Feedback

Regularly collecting feedback provides valuable insights into the customer experience. Utilise surveys, social media polls, and direct feedback forms to understand what customers appreciate and where improvements are needed. Act on this feedback promptly, demonstrating to customers that their opinions are valued and that the company is committed to continual improvement.

Personalise Customer Interactions

In a world inundated with generic interactions, personalisation really stands out. Use customer data to tailor interactions, addressing customers by name and offering personalised recommendations. This not only enhances the customer experience but also fosters a sense of connection and loyalty.

Set Realistic Expectations and Exceed Them

Under promise and over deliver should be the mantra of every customer-centric business. Set realistic expectations regarding product delivery, issue resolution times, and service quality. When expectations are surpassed, it leaves a lasting positive impression on customers, creating brand advocates in the process.

Create a Knowledge Base for Self-Service

Empower customers to find answers independently by creating a comprehensive knowledge base. Frequently asked questions (FAQs), video tutorials, and step-by-step guides can assist customers in resolving common issues without having to contact support. This not only enhances customer satisfaction but also reduces the workload on support teams.

In the competitive business landscape, providing excellent customer service is not just an option but a necessity. By investing in employee training, leveraging technology, and prioritizing customer feedback, businesses can create a customer service strategy that not only meets expectations but exceeds them. 

Remember, satisfied customers are not just consumers; they are ambassadors who can drive sustained business growth.

Leveraging Customer Feedback for Business Growth: Effective Improvement Strategies

In today's competitive business landscape, customer feedback is a priceless resource that can provide valuable insights into your product, service, and overall customer experience.

Companies that actively collect, analyse, and act upon customer feedback tend to outperform their competitors. In this blog post, we will explore the importance of customer feedback and discuss effective improvement strategies that can help businesses thrive.

The Significance of Customer Feedback

Customer feedback is a goldmine of information that can guide your business towards success. Here are some key reasons why it's so important:

Enhanced Customer Satisfaction: Listening to your customers demonstrates that you value their opinions. It can result in improved customer satisfaction and loyalty.

Product and Service Improvement: Feedback helps identify pain points and areas for improvement in your offerings. This is crucial for staying competitive and relevant in the market.

Innovation: Customer feedback often reveals unmet needs and untapped opportunities, which can fuel innovation and new product development.

Problem Resolution: Promptly addressing issues highlighted by customers can prevent them from becoming larger problems that affect multiple customers.

Effective Customer Feedback Collection

To make the most of customer feedback, you will need a well-planned and efficient collection strategy. Here are some methods to consider:

Surveys: Online surveys, whether through email or your website, are a popular and cost-effective way to gather structured feedback.

Social Media Monitoring: Pay attention to social media platforms where customers discuss your brand and products. Responding to comments and messages can provide valuable insights.

Customer Interviews: Conduct one-on-one interviews or focus group discussions to get in-depth insights from customers.

Feedback Forms: Use feedback forms on your website, in your product packaging, or at the point of sale to encourage immediate feedback.

Online Review Sites: Monitor and engage with reviews on platforms like Yelp, TrustPilot, TripAdvisor, or Google Reviews.

Effective Improvement Strategies

Once you've collected customer feedback, the real work begins: turning that information into actionable improvements. Here are some strategies to consider:

Segment Your Feedback: Categorise feedback into different areas, such as product quality, customer service, or pricing, to pinpoint areas that need attention.

Prioritise Issues: Not all feedback is equally urgent. Prioritise issues based on their potential impact on customer satisfaction and your business.

Set Clear Objectives: Define specific, measurable, and time-bound objectives for each improvement initiative. This will help you track progress.

Engage Your Team: Share customer feedback with your employees and involve them in brainstorming solutions. They are often the ones closest to the issues and can offer valuable insights.

Implement Changes Incrementally: Don't rush into making massive changes based on feedback. Start with small, manageable improvements, and gradually build on them.

Communicate with Customers: Keep your customers informed about the changes you're making based on their feedback. This can enhance trust and show that their opinions are valued.

Measure and Analyse Results: Continuously monitor the impact of your improvements. Use metrics like customer satisfaction scores, NPS (Net Promoter Score), and sales data to gauge success.

Incorporating customer feedback into your business strategy is more than a trend; it's a necessity for sustainable growth. It's an ongoing process that requires dedication and a customer-centric approach. By collecting feedback effectively and using it to drive meaningful improvements, you can enhance customer satisfaction, stay competitive, and ultimately, boost your bottom line. Remember, in today's business world, listening to your customers can make all the difference.

The Impact of Customer Loyalty Programmes: Building Stronger Bonds and Boosting Business

In an increasingly competitive business landscape, companies are constantly seeking ways to retain their existing customers while also attracting new ones. 

One effective strategy that has gained immense popularity is the implementation of customer loyalty programmes. 

These programmes have proven to be instrumental in not only retaining customer base but also driving revenue growth and fostering brand loyalty. In this blog post, we will delve into the profound impact of customer loyalty programs on businesses and customers alike.

Understanding Customer Loyalty Programmes

Customer loyalty programmes are designed to reward and incentivise customers for their continued patronage. These programmes come in various forms, including point-based systems, tiered rewards, and exclusive member benefits. 

By offering customers exclusive deals, discounts, or rewards, companies aim to make their patrons feel valued and appreciated. Consequently, these initiatives can significantly impact various aspects of a business.

The Impact on Customer Loyalty

Enhanced Customer Retention: The most apparent impact of customer loyalty programmes is the increased customer retention. Customers tend to stick with a business that offers them tangible rewards and incentives. These programmes make it more challenging for customers to switch to competitors.

Increased Customer Spend: Loyalty programmes encourage customers to spend more, either to reach a reward threshold or to maximise the benefits of their loyalty status. As a result, businesses often see an increase in the average transaction value.

Emotional Connection: Customers who participate in loyalty programmes feel a stronger emotional connection to the brand. They perceive the company as one that values their patronage and, in return, they are more likely to become brand advocates.

The Impact on Businesses

Revenue Growth: Loyalty programmes can directly contribute to revenue growth. By increasing customer retention and encouraging repeat purchases, businesses enjoy a more consistent and predictable revenue stream.

Customer Data and Insights: These programmes provide valuable customer data that can be used to personalise marketing efforts. Companies can gain insights into customer preferences and behaviour, allowing for more effective marketing strategies.

Cost Savings: Acquiring new customers is often more expensive than retaining existing ones. Loyalty programmes, in this sense, can result in cost savings as they reduce the need for aggressive marketing campaigns targeting new audiences.

Competitive Advantage: Businesses with well-structured loyalty programmes often gain a competitive advantage. Customers are more likely to choose a brand that offers them rewards and benefits, even if it means paying slightly more than a competitor.

Brand Loyalty: Effective customer loyalty programmes foster brand loyalty, which can lead to a strong base of brand advocates who promote the company organically, attracting new customers.

Challenges and Best Practices

While customer loyalty programmes offer numerous benefits, there are challenges to overcome. Some customers may see these programmes as intrusive or manipulative, and managing the costs of rewards can be a concern. To mitigate these issues, businesses should focus on:

Transparency: Be transparent about how the programme works and what customers can expect. This helps build trust.

Relevance: Tailor the rewards to customer preferences and behaviour. Offering rewards that align with customer interests will be more effective.

Ease of Use: Make the programme easy to understand and use. Cumbersome or confusing loyalty programmes can drive customers away.

Customer loyalty programmes have a profound impact on both customers and businesses. They foster stronger bonds between customers and brands, leading to increased customer retention, higher spending, and brand advocacy.

For businesses, these programmes contribute to revenue growth, cost savings, and a significant competitive advantage. However, it's essential to implement them thoughtfully, keeping the customer experience in mind and adapting to changing customer expectations and preferences. When done right, customer loyalty programmes are a win-win for both businesses and their valued customers.

(Image courtesy of Javier Rodriguez from Pixabay)

Customer Retention Techniques Every Business Should Know

In our fiercely competitive business landscape, attracting new customers is only half the battle. What truly defines a successful business is its ability to retain and nurture its existing customer base.

 Customer retention is not just about making one-time sales; it's about building lasting relationships, increasing customer loyalty, and ultimately, improving the bottom line. In this blog post, we will explore essential customer retention techniques that every business should know.

Personalised Customer Experiences

One-size-fits-all approaches are becoming obsolete in today's business world. Customers expect a personalised experience, and businesses that cater to this expectation often enjoy higher retention rates. Personalisation can include tailoring product recommendations, sending personalised emails, or addressing customers by their names. Using customer data effectively can help you understand their preferences and behaviours, allowing you to provide a more engaging and relevant experience.

Exceptional Customer Service

Providing genuinely exceptional customer service is crucial for retaining customers. Respond promptly to inquiries and complaints, and ensure your customer service team is well-trained and equipped to handle various issues. An exceptional service experience can turn a dissatisfied customer into a loyal advocate for your brand.

Loyalty Programmes

Loyalty programs are an effective way to reward and incentivise repeat business. These programs can take many forms, including point systems, discounts, or exclusive access to special events. Customers are more likely to stay with a business that recognises and appreciates their loyalty.

Regular Communication

Maintaining open lines of communication with your customers is essential. Regular updates, newsletters, and social media engagement can keep your brand fresh in their minds. Encourage feedback, and actively listen to your customers to make them feel valued and heard.

High-Quality Products and Services

Nothing retains customers better than consistently delivering high-quality products or services. Strive for excellence in every aspect of your business, from product development to customer support. Happy, satisfied customers are more likely to stay with your brand.

Predictive Analytics

Predictive analytics can help you identify at-risk customers and take proactive measures to retain them. By analysing customer data, you can anticipate potential issues and address them before they lead to churn. This data-driven approach can be a game-changer in customer retention.

Customer Feedback and Surveys

Regularly collecting feedback through surveys or direct communication is crucial in understanding your customers' needs and preferences. Use this feedback to make improvements and show your commitment to customer satisfaction.

Cross-Selling and Upselling

Cross-selling and upselling are effective techniques for increasing customer value. By suggesting complementary products or upgrades, you can enhance the customer's experience and boost revenue. Just be sure to do it in a way that adds value rather than coming across as pushy.

Consistency Across Channels

Maintain a consistent brand image and customer experience across all channels, whether it's your website, social media, physical stores, or customer service. Customers appreciate familiarity and a seamless experience, and consistency builds trust.

Community Building

Building a community around your brand can create a sense of belonging for your customers. This can be achieved through forums, social media groups, or events where customers can connect with each other and your brand. A strong community can significantly improve customer loyalty.

Customer retention is a fundamental aspect of sustainable business growth. While acquiring new customers is essential, retaining the ones you already have is equally important. By implementing these customer retention techniques, you can build stronger relationships with your customers, increase their loyalty, and create a foundation for long-term success in today's competitive business world. Remember, happy customers are not only repeat buyers but also your best advocates, helping you attract new customers through word-of-mouth recommendations.

Review 2011 of the French e-commerce customer experience landscape, Feedbacks of over 9,000 e-shoppers on 65 major sites

Since 2009, YUSEO surveys each year the French e-commerce market through the customer experience involving large samples of e-shoppers to test the major French web sites. The “2001 White Paper” provides a definite milestone for any retailer aiming to enter or expand on the French market. 

Beyond the “basic” cultural, the review of the 65 major web sites with more than 9,000 e-shoppers a delivers a bulk of actionable and qualified data focusing on the strengths and weaknesses of the main e-retailers.

A global shortage of customer data to optimise the customer experience

The latest e-consultancy report published late 2011 stated that companies lose 24 % of their turnover due to a poor customer experience, eg 14 Billions £ in the UK only. When questioned, the paradox expressed by the sites managers is even if they admit poorly understanding the true reasons for the e-shopper to give up its purchase, the shared feeling is that the main issues relate to the navigation issues as well as problems to find the product within the site.

To addressing the situation, a majority of the managers state that they don’t have the budget to properly proceed with the topic or lack qualified data. The use of Web Analytics and online questionnaire is clearly stated as poorly suited to engage an optimization strategy and user tests show their limitation.

YUSEO’s benchmark delivers a unique and qualified picture of the online customer experience of different e-retailers competing within a specific market (shoes, travel, household appliances, food...) relying on a statistical reliable sample of participants.

French market : a natural market to expand?
Entering any new market for a retailer is costly, even on Internet. Hence no one will argue against the fact of being well prepared to secure the positive impact of the investment.

The expansion in Continental Europe appears as a logical step forward for many UK retailers willing to carry on growing especially with a local market under pressure from the economic situation. Besides the importance of the logistics (delivery, stocks, payment,…), the question to proceed with such strategy is how much can I “copy and paste” my site and how much do I need to localise to efficiently meet the local customers specifics.

For e-retailers contemplating France as the next step forward, YUSEO’s “2011 White Paper” delivers a detailed snapshot of the local e-commerce market from a customer experience point of view. It provides any retailer willing to expand on this market, an assessment of the landscape they are about to face: is there any obvious topic to take into consideration or any player that may be an interesting reference to evaluate ? Using the e-shopper experience as a common denominator, it facilitates the comparison between the different players and field of business.

The detailed report can be simply asked via this link
You can also download a short abstract

BPMonline wins ‘Rising Star Award 2012’ for enhancing customer relationships via Business Process Management

BPMonline wins Rising Star Award 2012

Process-based CRM specialist, BPMonline has been voted a ‘Rising Star of 2012’ by Destination CRM Magazine for its latest BPM-based CRM solution. The award is designed to recognise cutting-edge vendors whose products are ‘Meeting—and exceeding—customer needs by developing a complete picture of their customers, enabling them to serve them more efficiently’.

“The initial focus of business process management (BPM) was on improving business efficiencies through an expanded use of information technology. And so it comes as no surprise that customer service is one of the areas that companies are now looking to improve with BPM solutions. What is surprising is the shortage of companies with offerings that let them do just that. BPMonline, the champion in the Europe, Middle East, and Asia region of this year’s inaugural CRM Idol contest, is just such a company.” say editors at CRM Magazine.

BPMonline founder and CEO Katerina Kostereva says, "We are delighted to have won this latest accolade that acknowledges how the BPMonline solution brings easy and affordable process management tools to CRM professionals. We are sure that in the near future, stand-alone CRM solutions will be replaced by platforms that provide new features, such as BPM features and deeper integration with social media."

As well as being voted a Rising Star of 2012, BPMonline also won the CRM idol contest and was also included in ZDNet’s CRM Watchlist 2012, an annual review of the most influential CRM players.

The company will shortly announce details of its version 5.3 of BPMonline CRM which will include key features such as Reference Business Modelling and the introduction of concurrent licensing, making the product even more attractive and cost-effective.

For further information visit: www.bpmonline.com

Do your premises have the Arghhhh factor? Are you chasing your customers away?

Study illustrates the danger of retailers leaving the sound of their brand to chance.

Apparently half of Britain's shoppers have left a store because they were annoyed by the music. This is the result of a study carried out by Immedia Plc, which develops music strategies for retailers.

The findings illustrate the danger High Street brands face by not developing a suitable 'sound' for their brand.

1,000+ shoppers were asked both about their attitude to in-store music, and about how music affects them psychologically and emotionally.

Key results are as follows:

* Three-quarters of shoppers (73%) will notice the music playing in-store

* Out of those that do, 40% will stay longer in a shop if they feel the music is well chosen for the environment. Conversely, 40% will spend less time there if they feel the music isn't suitable

* In fact, 49% of all shoppers said they have stayed longer in shops because they like the music vs 45% that don't

* Excluding don't knows, half of all shoppers say they left a shop because they didn't like what was playing or because it was annoying

* Overall, a quarter of shoppers (23%) say they would be less likely to return to a retailer if they don't like the music it plays

Commenting on the results, Immedia Plc CEO Bruno Brookes said: "Brands currently spend upwards of £25 billion a year on visual point of sale material, that's according to the Institute of Sales Promotion).

"However, while the retail, hospitality and FMCG industries take great care in thinking about what customers see, nowhere near the same investment goes into optimising what they hear.

"In fact, audio is the single most effective way to capture the attention and imagination of people who are on the move inside your shop or restaurant. This is supported by numerous scientific studies that demonstrate how an effective music strategy does everything from improve staff morale to enhance the customer experience, to, crucially, increasing sales.

"Especially given the challenging economic environment, it is important to optimise every element of a customer's sensory experience. As a result, we are working with an increasing number of high street names who want the competitive edge that a well thought out music and sound strategy will give them."

According to Immedia's scientific advisor Dr Vicky Williamson: “Music can profoundly affect our mood, emotions and energy levels. Studies have shown that we naturally exploit these effects everyday by using music to optimise our state of mind.This new survey demonstrates how similarly important ‘background music’ is to our shopping experiences. Music is no less powerful just because it is chosen by someone else.

“In specific terms, in-store music should be chosen with care and attention to the brand or product identity. Studies have shown that a poor degree of fit between brand and music can result in negative customer feedback, lower sales, and fewer customer referrals.

“Capitalising on the general effects of music will only get you so far in boosting a shopping experience. Maximising the positive impact of in-store music requires an understanding of how to match sound and brand.”

To highlight the impact sound has on UK shoppers, Immedia has today launched a new 'Sound of Your Brand' website (www.immediaplc.com).

This includes a blog about retail engagement and music psychology, links to research about music in retail, and a music-themed social area where consumers are invited to engage with Immedia.

(EDITOR: And in my experience as a retail expert (being shopping for more years than I care to remember!) any music that is too loud in a shop is a bad choice.)

Customer Services: They won the argument but lost the customer

Picture the scene: It is a branch of a major supermarket chain. A customer has a query. He believes that he has been over-charged by £2.50 so he seeks out the Customer Services point in the shop.

There used to be a proper Customer Services point with a Customer Services Manager who would be able to resolve problems quickly and efficiently.

However, someone decided it would be a good idea to get rid of the Customer Services point and the Customer Services Manager and have the Customer Services point as a cramped addition to the cigarette and lottery kiosk, so that customer service is carried out by whomever can be bothered to tear themselves away from either selling fags and Lotto tickets or skulking round the back chatting with colleagues about the latest soaps.

On this particular occasion the Customer Services point operator was someone who had joined the supermarket staff as a sulky and somewhat graceless teenager. Fifteen years later she has developed into a sulky and somewhat graceless woman. Only someone with a particularly dark sense of humour would have allowed her anywhere near a customer, let alone actually give her responsibility for customer services!

She rudely told the customer that he was wrong. He queried this and she responded in an ill-tempered (and graceless) way by saying: "I will fetch the supervisor!"

The supervisor arrived. And appeared to be a student of about 18. The wisdom of leaving an 18 year-old student responsible for a store of that size is open to debate. She confirmed that the answer that the customer had been given was right. She gave him this news in a way that was irritating in that she told him this in a rather triumphalist way. Both the student manager and the queen of sulk seemed to think that they had won against the customer.

And in a way, that was true. They had won the argument. But they had lost the customer. They had either lost the vision of excellence in customer service, or never had it in the first place.

How does your business cope with the flow of information to your potential customers?

Information used to move slowly, through traditional advertising, traditional journalists; from printing press onto paper, into the shops, onto the billboards and then to your customers. Now it's around the world in a second, and back again!

And it's not through traditional journalists either: your customers are out there right now, all over the marketplaces, speaking to each other about your products: recommending, reviewing, ranting and raving.

And they're talking about your competitors, too. And as soon as your competitor offers something better, something faster, cheaper, bigger, smaller, more colourful, who knows what, those very same customers are suddenly the mouthpieces and champions of your nemesis!

This information also moves around the online marketplace faster, a lot faster in fact, than a speeding bullet.

As an online retailer, the question you need to ask yourself is: Am I in a position to respond to customer trends in a world where information travels this fast?

If your retail technology doesn't have the customer at its very core, then sadly the answer is no.

Your internal philosophy has the customer at its heart, right? If you don't have a system that equally does, prepared for and empowering the growth you deserve, then what's the point?

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UK businesses lose £14bn every year due to poor online customer experiences

A survey commissioned by Tealeaf, a top producer and developer of online customer experience management (CEM) software, and conducted for them by Econsultancy, shows the shocking fact that businesses in the UK are losing the equivalent of some 24% of their entire annual online revenue due to poor online customer experiences. This equates to £14bn alone in the past year amongst online retailers . This is despite 84% stating that selling more products or services is a key objective for the business. (EDITOR: That's nearly one whole quarter!)

The full findings of the survey of almost 500 global senior business professionals are available in a report released yesterday, entitled Reducing Customer Struggle.

It actually makes pretty grim reading. It points out that nearly one fifth (18%) of businesses rate their understanding of the online customer experience as “poor‟ or “very poor‟, with only 4% classifying it as “excellent‟.

This lack of understanding seems to centre on the bottom of the sales funnel with the majority of companies saying they have “limited” or “no understanding” of why customers abandon a shopping cart (78%) or leave a site without converting (81%). Instead, most are reactive and rely on other channels to discover customer issues, with 76% most likely to learn about site problems as a result of calls to the customer service team or through customer emails.

Steve Robinson, CEO at MandMDirect.com believes understanding online customer experience should be a key focus for all businesses. “As consumers continue to flock to the web, ebusinesses need to dramatically improve the experience they receive through greater actionable insights. Failure to do so will render companies powerless in making informed site developments, which could reduce their competitive advantage as a result.”

Linking online and offline channels and sharing insights between them is also a major challenge for businesses with only 3% describing the multichannel experience they provide as “excellent”. Just under a quarter (24%) rate it as “poor” or “very poor” and only about a half (49%) have processes in place to prioritise and rectify the problems and issues customers face online.

Respondents estimate that 15% of total inbound calls relate to website problems but, despite this, 68% fail to give call centre agents access to information about the online experience of individual customers. Although the majority of companies (86%) say their call centre staff are able to route website issues to the right people in the business, only a third (36%) measure the extent to which these problems are then resolved.

“This research demonstrates a clear link between online customer experience and revenue generation,” said Geoff Galat, CMO of Tealeaf. “Ebusinesses have much to gain from better online visibility, particularly at the bottom of the sales funnel, where conversion rates should be highest. A poor online user experience, coupled with a lack of visibility and understanding, translates into a significant amount of lost revenue as well as added costs due to increased inbound enquiries.”

“The web lies at the heart of any multichannel business these days and so providing visibility across all business units will ensure a seamless experience at all brand touchpoints,” said Ashley Friedlein, CEO at Econsultancy. “As the online channel becomes increasingly valuable for business, it is vital for companies to ensure the customer journey is as pain-free and seamless as possible. Companies that fail to put in place the technology and processes necessary to improve online experiences will miss out on this growing financial potential.”

You can find the results of the survey here:-
www.tealeaf.com/customer-experience-management/resource-center/register.php?doc=reducing-customer-struggle

(EDITOR: However, how many people have abandoned a trip to a real rather than a virtual store due to poor customer service? Quite a lot. The same as those who abandon an online shopping trip? It would be interesting for someone to conduct a survey in to this.)