The Tokyo Metropolitan Government filed a complaint against Japanese budget carrier Skymark Airlines after it posted notices which informed the passengers it would not accept complaints during flights.
Passengers were told to direct their complaints to public consumer centers. "We cannot condone an attitude of directing complaints about a company's services to public organisations," said Hirohiko Fukushima, the head of the Consumer Affairs Agency, which has requested the notices be removed.
Skymark's eight-point "Service Concept" guidelines were introduced aboard its aircraft in mid-May and stated that cabin staff would not help passengers stow their bags, that attendants were not required to use "polite language" when talking to customers, moreover, the crew's primary task is not to attend to passengers but to serve as safety personnel. "We will not accept any complaints made on-board. In case a passenger does not understand that, we will ask the person to leave so that we can take off as scheduled. If passengers have complaints, we urge them to contact our customer service center, the National Consumer Affairs Center or other related agencies," the notice added.
Australian businesses attempting to contact ASIC are reportedly spending an average of 8.5 minutes on hold despite the corporate regulator having doubled its contact centre headcount in the past year.
According to Business Insider Australia, ASIC call volumes grew from 650,000 in May 2011-12 to more than 1.1 million calls since May 2012, when it combined the eight state and territory business name registers into a national database. Website issues also wreaked havoc on ASIC's contact centre initially, with businesses callers requiring help being turned away by a recorded message that said only to call back later.
"After Business Names Online commenced, the volume of calls almost doubled and the average wait time increased to an average of 13 minutes over the past 12 months," an ASIC spokesperson told Business Insider, noting that callers waited an average of 40 seconds prior to May 2012. "On a few occasions the wait time exceeded 30 minutes. This has now improved to a current average wait time of just over 8 minutes." ASIC's spokesperson said it did not expect call rates to fall significantly below current figures, because ASIC's registry business had effectively doubled in size to 1.7 million names since the online register was launched.
US computer giant Dell has opened a new operations site in Chengdu during a forum staged to highlight the Chinese city's potential as an IT hub.
The new Dell facility will combine customer service, sales and manufacturing. "Dell's Chengdu operations site is a milestone in Dell's 'Go West' strategy and underscores our deep commitment to the China market," Dell Global Emerging Markets chairman Admit Midha said. The establishment of Dell's Chengdu facility is also expected to help attract worldwide suppliers to the city and to spur related manufacturing industries in the area.
German software company SAP's Alex Atzberger said China is a very important market for his company. "Chengdu can be a hub of mobile and cloud (technologies) in China. Therefore it is important for SAP to have a development plan in this market," he said. SAP has sent engineers to Chengdu to develop cloud services and other technologies, and it is also working with many partners based in Chengdu and other parts of western China.
Leaders in Customer Experience Strategy consulting and the largest provider of Customer Experience Research and Analyst studies in Australia, Fifth Quadrant, this week announced the launch of its Co-creation and Customer Experience Design Practice.
Co-creation is a form of open innovation where ideas are shared. Customer Co-creation is the process of organisations creating products, services and experiences in collaboration with consumers, tapping into their intellectual capital and in exchange giving them a direct say in what actually gets produced, manufactured, developed or designed.
Co-creation is a key part of Fifth Quadrant's Customer Experience Design method and has been used across multiple industry sectors.
Research by Fifth Quadrant shows that despite 62% of organisations across Australia and New Zealand citing Customer Experience as one of their top strategies for 2013, very few involve customers or employees in the Customer Experience Design process. In many cases, it appears that organisations will invest significant time and resources in a customer experience design that doesn't create any significant benefit for the customer or the business.
In order to design differentiated experiences that actually meet customer needs, organisations may utilise Co-creation as a primary method of Customer Experience Design. "It is not possible for organisations to unlock personalised value for customers without having customers involved in the unlocking of that value" said Dr Catriona Wallace, CEO, Fifth Quadrant.
For more information on Fifth Quadrant's Co-creation methodology please contact Claire Chow on +61 2 9927 3399 and please see attachment.
Fifth Quadrant is delighted to be selected as a Finalist in the Telstra New South Wales Business Awards in the Medium Business Award category.
"Being selected as a NSW finalist is a great honour and has been the culmination of our team’s unwavering commitment to working with Australian, Asian and North American based enterprise and government organisations to design and deliver amazing customer experience,” said Dr Catriona Wallace, CEO, Fifth Quadrant. “We’re honoured to be shortlisted amongst other fabulous businesses in our category.”
Fifth Quadrant has experienced 30% revenue growth over the last five years and has developed at least 20 new products to assist leading organisations design and operationalise customer experience strategy, products and services.
"Our mantra has been that we are ‘Better than the Big Houses’ and our accelerated growth has come from working with Boards, CEOs and Executive teams to develop customer experience strategy that drives the four traditional strategies of Finance, HR, Technology and Sales & Marketing” said Wallace.
Will Irving, Telstra Business Group Managing Director and Ambassador for the Telstra Australian Business Awards, said the range and experience of New South Wales businesses vying for this year’s awards was a positive sign for the growth of the local economy. “The calibre of New South Wales finalists in this year’s awards is outstanding and goes to show why small and medium businesses are the backbone of Australia. “It is so important that we recognise the businesses that support our local communities and celebrate the significant contribution they make by creating jobs, driving innovation and bringing their expertise and innovations to customers - locally and all over the world,” said Mr Irving.
Following the award submission in April, the stringent judging process included a site visit, management interview and presentation to members of the judging panel. Winners of the 2013 Telstra New South Wales Business Awards will be announced in Sydney at Hilton Sydney on Tuesday 9 July.