Media Release – Melbourne, April 4th, 2024: Study finds human representatives crucial for excellent customer service – a growing trend since 2016. Today’s release of CPM Australia’s “State of Customer Experience in Australia” report highlights that, for most Australians, excellent customer service means accessing knowledgeable human representatives and high-quality, consistent information – a consistent increasing […]
Customer Experience
Unlocking Consumer Trends for CX Success
For Australian consumers, great customer service is about consistently receiving the right information and knowledgeable help. It’s no surprise then that improving customer experience is a top priority for Australian businesses. To better understand Australian consumers’ perceptions of what makes for CX excellence, we partnered with Swinburne University’s CXI Research Group to undertake our annual […]
Poor CX Hurts the Bottom Line
Media Release – April 4th, 2023: Research reveals that over one-third of Australian consumers have stopped purchasing from a business after a bad experience. A negative customer experience has a significant impact on whether consumers purchase from a company again – with over one-third of Australian consumers having stopped purchasing from a business in the […]
Microsoft-Retail Safari Team Wins Four Accolades at 2021 Shop! Awards
Retail Safari and Microsoft were recently honoured among leading national retail marketers at this year’s Shop! ANZ Retail Marketing Awards. The Shop! Retail Marketing Awards showcase the creativity and success of the Australian and New Zealand retail marketing industry, with entrants awarded Gold, Silver and Bronze accolades across 26 categories, spanning both physical displays and […]
How great experiences lead to dedicated customers and long-term profits
In today’s economy “experience and human connection trump price and features” even when consumers have more options than ever. While online and mobile technologies offer consumers nearly whatever they want, whenever they want it, they increasingly value great experiences and the ability to connect with other people. Starbucks, Uber and Apple are examples of how […]
Accenture ratifies that consumers want a seamless shopping experience
New research from Accenture has reinforced that consumers want a seamless shopping experience across store, online and mobile but retailers are struggling to integrate these shopping channels hence failing to meet consumers’ expectations. According to the study physical store locations still can be considered as a vital asset that can be exploited by retailers […]
