Research Report Synopsis by Chris Kirby
In November 2012, VHT released the Online Shopping Customer Experience Study. The research investigated the online purchase experience of consumers across various devices including smartphone. By evaluating the shopping habits of consumers this report reveals the pain points consumers have to endure and their consequences for organisations.
A survey of 400 US consumers identified the following key insights:
This report highlights there is significant opportunity for organisations to alleviate some of the frustrations consumers have when shopping online. The key conclusions highlighted include:
The Australian National University has launched a new research contact centre as part of its new Australian Centre for Applied Social Research Methods (AusCen).
The commercial arm of the university, ANU Enterprises, has paid around $10 million for Melbourne-based Social Research Centre, which operates a $20 million a year polling and research business. The Melbourne operation oversees some 280 contact centre staff and 65 permanent staff, with a handful of executives expected to relocate to Canberra to work in the new ANU operation.
"The creation of AusCen and the commercial alignment between AusCen and the Social Research Centre changes all of that. It is a giant win for the advancement of social research methods in this country and fills a gap in the Australian social research landscape," said Social Research Centre chief executive Darren Pennay.
Global life insurance provider ACE Life has partnered with Thailand's AEON Insurance Service to market life, personal accident and health insurance products via a Thai-based outbound contact center.
ACE Life Asia Pacific regional president Kevin Goulding said that Thailand is one of the core markets for the company in inAsia Pacific and the partnership with AEON signifies a milestone in firm's strategy to expand distribution channels. "Committed to strive for better service to our customers, we aim to deliver value added financial protection solutions to our Thai customers," Goulding added.
Following the opening of ACE Life Telemarketing Call Center at Ted's House Building, customers can now conveniently purchase life insurance over the phone. ACE Life Assurance Public Company country president Sally O'Hara said: "We are delighted to be partnering with AEON Insurance Service (Thailand) to provide innovative life insurance products to AEON Thana Sinsap (Thailand) PLC's customer base." With operations in 54 countries, the company provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance and life insurance to different group of clients.
Retail, Foodservice and Independent Grocery teams using single, workflow-based system to close the information gap and execute best practices across all field activities
Simplot Australia Pty Ltd has selected StayinFront EdgeCG® field force automation platform and StayinFront TouchCG® mobile retail execution application to support all its routes to market. Simplot will deploy TouchCG® to 150 sales representatives, merchandisers and managers, operating in three national teams – retail, independent grocery and foodservice - over a sixteen week project concluding October 2014.
Simplot is the manufacturer of such brands as Birds Eye, Edgell, John West, Seakist, Ally, Lean Cuisine, Chiko and Leggo's.
StayinFront's ability to support all of Simplot's sales models and routes to market with its extensive out-of-the-box functionality and configurability was key to Simplot's decision to move from multiple systems to a single, end-to-end integrated solution. StayinFront TouchCG allows Simplot to standardise sales processes and best workflow practices across all field activities based on the rep's role and the type of store being visited, without the expense of customisation.
Using a mobile device of their choice, Simplot reps see only the features and data necessary to perform the tasks for that specific store. Mobile dashboards and KPIs enable reps to see their targets for each visit and take the steps to improve their performance. Simplot anticipates the streamlined, easy-to-use interface will encourage rapid user adoption and greater adherence to its standards, while providing management with real time access to reporting and information from the field.
Robert Giles, Sales Director, Simplot Australia Pty Ltd, said: "StayinFront's expertise in global FMCG, its proven partnership approach and flexible implementation options give us confidence that we have the right combination to cover all our routes to market from a single solution."
Kerrie-Anne Turner, StayinFront's APAC Vice President and Managing Director Australia, said: "We are very excited that Simplot Australia has recognised StayinFront's continuing commitment to innovation for the consumer goods sector, its customers and its growth. This is a significant win for StayinFront and we see great potential for mutual value from this partnership."