Despite typically having more resources available, only a small minority of consumers in Europe feel larger brands care more about consumers than SME businesses. By investing in technology to personalise communications and improve the speed and efficiency of their customer services, SME brands can pull further ahead and distinguish themselves from their larger rivals.
- Adapting to a powerful digital reality
- Triple R
- World of Change
- Middle Child Syndrome
- Communication crackdown
- Digital Marketplace: Hope or Hype?
- The 4G Workplace
- The future of work
- Digital maturity: The race to the summit
- Digital maturity: The next big step
- The Tech Evolved Workplace
- The Challenge of Speed
- Customer Service
- Business World 2036
- Activating the iWorker
- Bigger Data
- The Change Making CIO
- Humans and Machines
Looking at each phase of the customer journey - Reach, Respond and Retain - to assess how companies can meet customer expectations.
Brands must balance personalising their communications with regard for consumer privacy. According to the Triple R research, conducted by Censuswide and sponsored by Ricoh, brands need to strike a balance between offering an experience to customers that makes them feel valued while avoiding being too intrusive in their interactions.