Published on March 3, 2014
Creating Outstanding Customer Experiences Views from Made.com, Gondola Group & Smiffy’s #CloudinContext February 2014
02 Introducing… Made.com RH Smith & Sons Gondola Group Adapt From selling one side table in April 2010 to over 30,000 items last month Currently celebrating its 120 year anniversary Serving 4 million + portions of dough balls per year Infrastructure heroes to high growth businesses > 2.5m visits in January > Operating over 5 regions > Serving 14k people > Award-winning platforms > Expanded to France in 2013; represents 15% of the business > 30m items shipped per year > 73 million meals > > > 6,000 product lines 700 restaurants Rock solid service management > Translate technology to business advantage Jonathan Howell, CTO Darryl Wadhams, IT Manager Najeeb Ahmad, Group Infrastructure Manager Kevin Linsell, Head of Service Development
What is your #1 challenge to deliver outstanding customer service? What’s your view? #CloudinContext
Demand Management #CloudinContext
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. #CloudinContext Source: Experian Hitwise, 2014
Quickest Delivery #CloudinContext
07 #CloudinContext Sourced from Forbes.com
eCommerce & Omni-Channel #CloudinContext
09 67% of online shoppers have made purchases in the past six months that have involved multiple channels #CloudinContext
010 Top reasons for abandoning online shopping carts: 1. Shipping charges: 76% 2. Security concerns: 57% 3. Lengthy process: 39% #CloudinContext
How would you define the role of IT within your business by 2017? What’s your view? #CloudinContext
To listen to the full discussion, access the webcast now! twitter: @DoMore_Adapt #CloudinContext
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Comments on: Tips for delivering great customer service. Here at our contact centre we run a 2 day programme (and follow up workshops) looking at service ...