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Companies in Europe Understand Financial Impact of Poor Customer Experiences, Yet Struggle to Develop Successful Strategies, Oracle Survey Finds

04 Feb 2013

Categories:
CRM and CRM On Demand
Local News

Report Indicates European Businesses Can Lose 18% of Annual Revenue by Delivering Poor Customer Experiences

Reading, UK – February 4, 2013

News Facts

  • Oracle today launched research revealing that while many businesses are aware of the importance of customer service to their profitability, few have put in place formal customer experience initiatives.
  • The report, Global Insights on Succeeding in the Customer Experience Era, surveyed 1,342 senior-level executives – from 18 countries in North America, Latin America, Europe and Asia Pacific – to assess the financial impact of not keeping pace with rapidly evolving customer expectations, the challenges that businesses face in delivering great customer experiences, the types of programs that are most effective and priority investment areas needed to improve the overall experience.
  • European survey respondents came from France, Germany, Italy, the Netherlands, Spain and the United Kingdom.
  • To access the full report – which delves extensively into the obstacles organizations face and the programs they are putting in place to deliver excellent customer experiences – visit here.

Key European Findings

  • Huge Financial Stakes: The study revealed that executives in European businesses estimate that the average potential revenue loss for not offering a positive, consistent and brand-relevant customer experience is 18% of annual revenue, showcasing it’s of critical importance to achieving a competitive business advantage.
  • Businesses Stuck in Idle: Despite its potential impact on revenue, only 36% of respondents are getting started with a formal customer experience initiative, and only 20% consider the state of their customer experience initiative to be advanced. In their efforts to enhance the customer experience, businesses are prioritizing improving cross-channel (23%) and online customer support (15%), and purchase (14%) experiences.
  • Committed to the Cause: Demonstrating their commitment to the improvements, respondents say they plan to increase their spending on related technology by an average of 15% in the next two years. The key solutions being invested in include technology integrating the customer view across all channels (28%), business and customer analytics solutions (27%), and loyalty management systems (26%).
  • The Perception Chasm: The study revealed European business executives believe that customer experiences impact their willingness to be loyal advocates, with 62% strongly agreeing with this statement. Additionally, 71% strongly agreed that customers have more power today than they did three years ago. With over half (53%) of respondents also acknowledging that customers will switch brands because of poor experiences, there is a clear understanding in Europe of the key role customer experience has in business.
  • Resources and Processes Present Significant Obstacles: European executives cite limitations from lack of money (31%), siloed organizations (25%), and difficulty tracking performance/customer feedback (24%) as the biggest obstacles to delivering the best possible customer experience.
  • Lessons Learned: A good customer experience strategy requires fundamental organizational changes. Successful initiatives that have improved the customer experience span people, process and technology. European executives have been most successful in engaging their employees by:
    • Implementing a specific technology to improve customer service (31%)
    • Building training programs and incentives for employees to offer a great experience (28%)
    • Implementing a service level agreement (SLA) with any customer contact (27%)
  • Current Customer Experience Strengths: Rating their current most effective customer experience offerings during the buying cycle, European organizations cited their ability to personalize communications with relevant offers and information (49%), connect customers to the most relevant solutions (49%), and present personalized offerings (46%), as strengths.
  • After Care: Following the purchase, 47% of European organizations felt that one of their most effective strategies was handling enquiries in pre-determined time frames; enhanced customer service engagement (45%) and product knowledge (43%) were also considered strengths by the report’s respondents.

Supporting Quotes

  • “European businesses are increasingly finding that their customers are more empowered than ever before. The “Global Insights” study shows that the majority is aware of this, but is not doing enough to bring customer experience up to the standards required by the modern market. Organizations should deploy platforms that enable them to communicate with customers across multiple channels using open and integrated technologies. When this is overlaid with advanced analytics that deliver deep customer insights, businesses will find they can engage with their customers in a more natural and meaningful way,” said Danny Rippon, CRM Business Solutions Director, Oracle.

Supporting Resources

Contact information

Samuel Hall
Name
Samuel Hall
Job Title
Head of Applications and Industries PR
Division
EMEA Corporate Communications
Phone
+44 118 924 6332
Fax
+44 118 924 3855
Mobile
+44 (7748) 18193
Email
samuel.hall@oracle.com

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About Oracle
Oracle engineers hardware and software to work together in the cloud and in your data center. For more information about Oracle (NYSE:ORCL), visit www.oracle.com.

Trademark

Oracle and Java are registered trademarks of Oracle and/or its affiliates.  Other names may be trademarks of their respective owners.