Low customer effort vs customer delight – which wins loyalty?

Published on Wednesday, 22 May 2013 11:50

Written by Michael Wright

Apart from flower children and the Beetles, the 1960s also saw the rise of Customer Satisfaction as a business discipline. The 1970s developed this within the public sector and the 1980s focused on private sector consumer products research. This concept was incorporated into the Balanced Scorecard in the 1990s and has become a core management tool ever since. The link between customer satisfaction and customer loyalty has been an undisputed hypothesis ever since, with organisations striving for higher customer satisfaction scores and hence customer loyalty. Add a comment Add a comment

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It's all about big data, loyalty & new collection strategies in Asia

Published on Wednesday, 15 May 2013 11:50

Written by Keith Russell

It's all about big data, loyalty & new collection strategies in Asian utilities and finance

It's conference season in Asia, and I've been over in Singapore twice in the last month for the Utilities Revenue Management and the Cards and Payments Asia Conferences. It's always a great opportunity to find out what our potential customers are talking about.
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Email picks up the dropped basket

Published on Wednesday, 08 May 2013 11:50

Written by Simon Johnston

Two out of every three people that 'walk' into your 'online store' will shop around, select items to buy, add them to their basket and proceed to checkout. Then just as they pull out the credit card, they dump the basket by the digital door and leave!
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5 Essential Steps to a Winning eBill Strategy

Published on Thursday, 02 May 2013 11:50

Written by Sarah Appleby

Imagine these 3 scenarios:

1. You received an email notification that your credit card bill is ready for viewing and payment online. You don't remember your password. Do you pay it? If so, when?
2. Your water bill has arrived by post. You open it after a long day at the office. Do you pay it? If so, when?
3. You're on your bank's portal wanting to pay your bill from your smartphone. You've tried your password three times and are pretty sure you just pressed the wrong keys. Now you are locked out. Do you pay it? If so, when?

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Designing successful marketing emails is not about the device, it's about user behaviour

Published on Wednesday, 24 April 2013 11:50

Written by Nicola Els

I'd like to state upfront – I am not an email designer - for mobile or otherwise. I am, however, an email user (only slightly obsessive), with multiple devices and fairly typical user habits.

I don't think I'm unique in my expectation of a decent user experience regardless of which device serves up my content.
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Eeny meeny miny mo – which mobile OS should you go?

Published on Wednesday, 17 April 2013 11:50

Written by Michelle van den Berg

Having launched our first Striata mobile application for iPad and iPhone (yes, we went native) – many of our internal discussions (more like heated debates!) centre around which mobile operating system should be next.
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