In a customer-centric company , employees know what customers care about. Unfortunately, at most companies, customers' concerns are ignored.
A recent Gallup study in Europe and the U.S shows that the majority of employees do not regularly receive information about what's important to their customers and less than one-third strongly agree their company actively involves customers in improving products. And roughly a quarter of European workers believe "comments and suggestions from customers always lead to concrete improvements in our company."
Other things to check out:
Report: Utilities could help connect low-income customers with solar | Energy News Network
Workers install solar panels on a home. A recent report from solar and environmental groups called on utilities to do more to facilitate solar access for low-income customers.
Even as the concept of "energy justice" is increasingly embraced, residents of low-income neighborhoods most affected by the old energy economy usually find it hard to tap the benefits of renewable energy — namely cost savings from rooftop or community solar and the satisfaction of participating directly in the clean energy economy.
Lloyds, Virgin Money cut jobs as UK bank customers shift online - Reuters
LONDON (Reuters) - Lloyds Banking Group ( LLOY.L ) and Virgin Money ( VMUK.L ) pressed ahead with hundreds of job cuts in the face of union opposition, as British banks try to keep up with customers moving online.
Lloyds is planning to axe 780 jobs as part of ongoing cost-cutting at Britain’s biggest domestic bank, union Unite said on Wednesday.
Meanwhile, Virgin Money said it would cut 500 jobs and close 52 branches, as it strips out costs after the takeover of Virgin Money by Clydesdale and Yorkshire Banking Group in 2018.
Slickwraps apologizes to customers after comically bad data breach - The Verge
What's unusual about this case is how the hacker apparently breached Slickwraps' systems: not by discovering the vulnerability on their own, but by reading a now-deleted Medium post from an anonymous fellow hacker. The takeaway is that Slickwraps may have had comically bad security, leaving it both wide open to breaches like this and flat-footed when it came to responding to any concerns brought to its attention.
This will include enhancing our security processes, improving communication of security guidelines to all Slickwraps employees, and making more of our user-requested security features our top priority in the coming months. We are also partnering with a third-party cybersecurity firm to audit and improve our security protocols.
In case you are keeping track:
The How-To: Building A Customer-Centric Strategy For Your Enterprise
The most successful businesses are those that can make a strong connection with their customers. Successful brands have a knack for knowing what their customers want and need before they even know it themselves! Getting into the mindset of their customers allows businesses to pre-empt profitable trends, identify expansion opportunities, and ultimately provide the right solutions at the right time.
Thinking like a customer is no longer restricted to doing surveys, or just simply focusing on demographics. In these changing times, and facing increased competition, businesses need to think differently. Customers want to know and understand the brands they use, and what they stand for. This helps them to build trust. Thinking like a customer is, therefore, an imperative ask today.
Clearview AI says its full list of customers was stolen in a breach - Business Insider
The full client list of Clearview AI, the embattled facial-recognition company, was stolen by someone with "unauthorized access," The Daily Beast first reported.
The company has drawn backlash from privacy advocates and major social-media platforms over its facial-recognition tool, which lets police use a photo of a person to search a database of images from social media and identify people based on their faces. The breach is notable because Clearview markets its services to law-enforcement agencies and has previously avoided disclosing who its clients are.
Customer Experience Surpasses Brand, Price | PYMNTS.com
This is the year that customer experience surpasses brand and price as the most important factor in retail. That's according to several studies, including one that says 86 percent of consumers will pay a premium for it. If this is the year of CX, then H-E-B, Trader Joe's and Wegmans are in good shape.
That's just one of the conclusions drawn in the latest American Customer Satisfaction Index (ACSI) out of U Michigan's Kellogg School, which focuses on retail. In addition to naming the three top-ranked companies, it also has good news for retail in general and eCommerce in particular. After two years of falling scores, overall retail increased by 0.1 percent, reaching a score of 77.3 out of 100.
NYSEG, RG&E customers can expect rise in electric, gas delivery rates
New York State Electric & Gas Corp. and Rochester Gas & Electric Corp. reached a tentative settlement with New York regulators on a rate increase starting in May.
Details will not be released until late March, but a document filed with the Public Service Commission on Tuesday reveals an agreement in principle has been hammered out after nine months of negotiations.
Under the proposal submitted last year, the price NYSEG customers pay for electric delivery would rise by 23.7%. The dent in your wallet: $10.17 a month, according to utility estimates, bringing the average bill to more than $53 monthly.
Happening on Twitter
.@WHO just published guidance on how to prevent the spread of #COVID19 in a workplace & protect your customers, con… https://t.co/AzUXTrjHaE DrTedros (from Geneva, Switzerland) Wed Feb 26 18:45:40 +0000 2020
@EA Could you give me examples of when I have threatened your incompetent employees? Kurt0411Fifa (from Malta) Mon Feb 24 22:13:54 +0000 2020
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