Study of More Than 18,000 Consumers Across Nine Countries Reveals Attitudes Toward Brand Loyalty, Service Personalization and Privacy
Results Show Ready Access to Customer Knowledge and Information as
Key for Driving Up Service and Satisfaction Levels
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Multi-country consumer study reveals loyalty benefits of good customer
service: nearly 90 percent of consumers say good service makes them
feel more positive about brands - 81 percent “just want questions answered”
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Nearly one third think experiences are more positive when companies
understand their account history - Almost half are suspicious about how their data is being used
MELVILLE, N.Y. & WEYBRIDGE, England–(BUSINESS WIRE)–The results of a large-scale study of more than 18,000 consumers in nine
countries published today by Verint®
Systems Inc. (NASDAQ: VRNT), with support from analyst and
consultancy firm Ovum and research company Opinium, highlights the
importance of quick, easy and personalized service in securing their
trust. It additionally uncovers deep divisions over attitudes in how
personal data is used to deliver this service.
The research was carried out by Opinium on behalf of Verint. It found
that while almost nine in 10 respondents (89 percent) agreed that good
service makes them feel more positive about the brands they engage with,
nearly half (48 percent) also said they are suspicious about how their
data is used. Only one fifth of respondents agreed they want companies
to understand their mood and cater to them accordingly. However, 43
percent admitted that when companies make mistakes, they are more
forgiving to those they believe understand them.
“This study is a wake-up call for brands looking to revamp their
customer service to cater to today’s more demanding and better-informed
customers,” says Jeremy Cox, principal analyst, customer engagement,
Ovum. “While brands have the ability to precision-target highly
personalized communications for every single customer, the study shows
what people around the world actually value most are the
basics—questions answered with minimal effort on their part.”
Adds Cox, “Brands therefore have a fine balance to strike between the
customized and impersonal service they deliver. Customers expect to be
recognized, but will have adverse reactions if they feel stalked.”
This study also explored the impact of poor service on switching
behavior, as well as the benefits brands can reap if they get it right.
Though cheaper pricing is the single biggest motivation for switching
(31 percent), rude staff (18 percent) and too many mistakes (16 percent)
are second and third on the list. The research also found that good
experiences can have a powerful impact on customers’ attitudes to
brands. In fact, 61 percent of respondents said they would tell friends
and family about their experiences, while more than one in four (27
percent) reported that they would sign up to the company’s loyalty
scheme. Only one in seven (15 percent) didn’t think good service would
change their behavior in any way.
“The new rule book of customer service has less to do with
personalization at all costs, and everything to do with making life
easier for people,” comments Dave Capuano, global vice president,
integrated marketing, Verint Enterprise Intelligence Solutions™.
“On the whole, consumers have no patience with firms that don’t get the
basics right. This is a challenge for providers and an opportunity to
help ensure frontline staff have information at their fingertips to
deliver a quick and seamless service relevant to each customer’s
individual needs. Staff should be empowered to make decisions and ‘go
the extra mile’ when required.”
Verint has partnered with industry analyst Ovum to launch a new report
titled The New Rulebook for Customer Engagement, which will be
published on October 8, 2015. The study advises organizations on how to
tailor offerings to boost customer trust and retention across
demographics.
About the Research
Interviews were conducted amongst 18,038 consumers in the following
countries: Germany (2,006), France (2,001), Netherlands (2,002), Poland
(2,001), UK (2,004), South Africa (2,010), USA (2,007), Australia
(2,007) & New Zealand (2,000). The research was conducted online, in the
local language for each area and respondents were incentivized to
participate.
About Verint Systems Inc.
Verint® is a global leader in Actionable
Intelligence®, which has become a necessity in a dynamic
world of massive information growth. By empowering organizations with
crucial insights, Verint solutions enable decision makers to anticipate,
respond and take action, and make more informed, effective and timely
decisions. Our solutions are designed to address three important areas
of the actionable intelligence market: customer engagement optimization;
security intelligence; and fraud, risk and compliance. Verint’s vision
is to create A Smarter World with Actionable Intelligence®,
and today, more than 10,000 organizations in over 180
countries—including over 80 percent of the Fortune 100—already benefit
from this vision. Learn more at www.verint.com
and NASDAQ: VRNT.
This press release contains “forward-looking statements,” including
statements regarding expectations, predictions, views, opportunities,
plans, strategies, beliefs, and statements of similar effect relating to
Verint Systems Inc. These forward-looking statements are not guarantees
of future performance and they are based on management’s expectations
that involve a number of risks, uncertainties and assumptions, any of
which could cause actual results to differ materially from those
expressed in or implied by the forward-looking statements. For a
detailed discussion of these risk factors, see our Annual Report on Form
10-K for the fiscal year ended January 31, 2015, our Quarterly Report on
Form 10-Q for the quarter ended July 31, 2015, and other filings we make
with the SEC. The forward-looking statements contained in this press
release are made as of the date of this press release and, except as
required by law, Verint assumes no obligation to update or revise them
or to provide reasons why actual results may differ.
VERINT, ACTIONABLE INTELLIGENCE, MAKE BIG DATA ACTIONABLE,
CUSTOMER-INSPIRED EXCELLENCE, INTELLIGENCE IN ACTION, IMPACT 360,
WITNESS, VERINT VERIFIED, KANA, LAGAN, VOVICI, GMT, VICTRIO, AUDIOLOG,
ENTERPRISE INTELLIGENCE SOLUTIONS, SECURITY INTELLIGENCE SOLUTIONS,
VOICE OF THE CUSTOMER ANALYTICS, NEXTIVA, EDGEVR, RELIANT, VANTAGE,
STAR-GATE, ENGAGE, CYBERVISION, FOCALINFO, SUNTECH, and VIGIA are
trademarks or registered trademarks of Verint Systems Inc. or its
subsidiaries. Other trademarks mentioned are the property of their
respective owners.
Contacts
Industry Information
Verint
Systems
Marije Gould, +44 (0) 1932 509298
marije.gould@verint.com
or
Industry
Information
Verint Systems Inc.
Candace Flynn,
303-254-7152
candace.flynn@verint.com
or
Brands2Life
Ellen
Spenceley, +44 (0) 20 7592 1200
ellen.spenceley@brands2life.com
or
Investor
Relations
Verint Systems Inc.
Alan Roden,
631-962-9304
alan.roden@verint.com
