Digital Funky – October 2008
New survey from Shape the Future shows that 70% of UK businesses are not monitoring customer satisfaction effectively
30 October 2008
The latest research from Shape the Future suggests that three quarters of UK businesses are confident about their futures – and have no idea what their customers really think
30th October 2008: Market research company http://www.shape-the-future.com
Shape the Future has just completed a survey into the customer satisfaction measurement strategies of UK companies. The statistics show that while 70.3 percent claim to measure customer satisfaction most are only employing very basic and informal tactics, such as relying solely on unsolicited customer feedback. Worryingly, the remaining 29.7 percent cited reasons for not measuring customer satisfaction as:
• • Belief that customers would tell them if there were problems (69.4 percent)
• • Never thought about it (20.2 percent)
• • Too busy (19.0 percent)
•
And only 22.6 percent (almost 10 percent of the total sample) planned to measure customer satisfaction in the future
Businesses that rely on unsolicited customer feedback are not getting the information they need. Of those that do measure customer satisfaction, 55.7 percent are only employing the most basic and informal techniques or are waiting for clients to complain. This means that in reality only about a third of businesses (36.1 percent) are really bothering to find out what their customers think, while well over half (56.3 percent) are waiting for their customers to tell them. Previous research by Shape the Future indicates that the majority of clients are very unlikely to volunteer this information – they are much more likely just to go to a competitor.
Peter Martin, managing director at Shape the Future said: “What’s interesting about the results is that too many businesses assume that people will give them useful feedback. In reality, unhappy customers often leave without telling them why. Falling sales are not always related to falling demand. Companies may simply be losing market share to their competitors and not even know about it. Given the current economic downturn, business owners and managers need as much detail and business information ammunition to hand as possible.”
Among the companies which do not measure customer satisfaction at all, the main reasons given were:
• Our customers tell us if they’re not happy: 69.4%
• We don’t know how to do it: 14.9%
• We are too busy: 19.0%
• Our business is booming so we think our customers are happy: 7.0%
• It’s too expensive: 5.4%
Measuring satisfaction and complacency:
It has never been so important to find out what your customers want
The research also indicated that the larger the company, the more likely it is that customer satisfaction will be measured formally. Among companies of 50 employees or fewer (which make up 99% of the UK business community), 57.6 percent are not measuring customer satisfaction by any formal means.
It is generally recognised that acquiring new customers costs between four-to-six times more than keeping existing clients happy. It makes sound business sense to spend a fraction of this to help ensure your current clients stay just that – current.
Why VoxSciences Voicemail to Text is the Perfect Travel Companion
14 October 2008
VoxSciences Voicemail to Text is a revolutionary service that converts voice messages into text messages. The messages are then sent straight to your mobile phone. Until the EU Directorate has effectively brought down the cost of international mobile calls, Voicemail to Text saves consumers heaps of money (and potential hassle) while travelling abroad. Here’s why:
• When your flight lands abroad you can read voice messages that were left while you were in the air
• You avoid international costs of dialling in to your voice box making considerable savings
• You avoid accessing your UK voicemail from abroad (which may require passwords and PIN numbers that you don’t necessary have)
• You can read your voice messages in awkward places where you may not be able to call from your phone, such as USA Customs Halls and other Passport Control offices!
• As long as you have a mobile contract with any UK provider you can register within 2 minutes and receive the service straight away
VoxSciences are offering a 30-day, no obligation, free-of charge trial of their service.
Subscribe at www.voxsci.com
Mobile penetration to rise from 46% in 2008 to 95% by 2013 according to a new survey of 34 emerging markets
09 October 2008
Mobile penetration rates are forecast to rise from 46% in 2008 to 95% by 2013 according to a new survey of 34 emerging market countries published by Tariff Consultancy Ltd.
Emerging Mobile Markets 2008 Report, analyses 34 countries around the world – from Afghanistan to Vietnam – and includes the key countries from the regions of Eastern Europe, Asia, Africa and Latin America. There are also separate sections on the largest countries of China, India and Brazil. For each country there is an overview of the main trends, operators and new services being launched in each country. The report also includes a subscriber forecast for the next 5 years (to the end of 2013) for each of the 34 countries surveyed.
• Emerging Mobile Markets identifies the following key trends that will impact subscribers, investors and operators over the years ahead:
Emerging Markets will continue to increase in their importance. Already subscribers in the 34 countries total over 2.1 billion users (based on operator statistics as of mid-2008), which accounts for half of the world’s mobile users (based on ITU estimates). By 2013 the 34 countries will have grown to 4.3 billion mobile users and will account for around two thirds of global mobile users
• Although China and India will remain the two single largest markets throughout the period due to their large populations, the fastest growth in new mobile subscribers over the next five years is set to come from Afghanistan, Iraq, Cambodia and Indonesia. By 2013 Iraq is forecast to have the highest mobile penetration rate of all of the 34 countries.
• Another striking feature is the deployment of 3G and HSDPA mobile networks across all regions which is likely to continue. Although 3G handset costs are currently prohibitively expensive for the mass market there is evidence of adoption by high spending user groups who are using 3G for VoIP and peer-to-peer applications as an alternative to fixed line broadband.
• The adoption of mobile broadband is likely to continue and will become a key factor in driving up subscriber levels. Mobile operators with experience of developing markets are introducing their bundled data services into their emerging markets, for example Orange with its Business Everywhere package. The introduction of new USB dongles with flat rate tariffs – and larger data allowances – will spur adoption
• The use of inclusive call minutes is also increasing. Inclusive call minutes are being used as a short term customer acquisition tool, with unlimited on-net SMS or calls offered for a 24 or 48 hour period. They are being used as a retention tool with low on-net calls to particular user communities, and finally as a flat rate price differentiator across all networks where competition is severe.
• The availability of new mobile licences and spectrum is continuing to attract investors as Governments seek to raise new revenue with licence auctions and existing providers look for foreign investors. New mobile operator investment is taking place in India, Cambodia, Iraq, Iran, Nigeria and Vietnam among others.
• Mobile operators are starting to segment their product offer for particular user groups. Mobile packages are now being developed for the youth segment, a trend that we expect to increase given the relatively low age of most emerging market populations.
• As markets approach maturity, mobile operators are attempting to develop new forms of distribution channel to attract the low income subscriber with lower denomination top-up cards and door to door sales and sub-agents.
“The rapid growth of mobile penetration across the world indicates that these markets will approach maturity more quickly than previously thought,”commented Margrit Sessions, Managing Director of Tariff Consultancy Ltd.
“By the end of 2013 we are likely to see one SIM card for every person as the norm in most countries,” she added. “However we should be careful to over-emphasise the significance of this trend, as the incidence of multiple
SIM ownership–particularly in the cites–has long been common in emerging markets as there is such a large difference between on net and off net tariffs.”
Over time pricing policies pursued by the mobile operator will need to change in order to promote greater mobile operators. Operators who continue to promote multiple SIM ownership with large differences between on-net and off-net tariffs will ironically contribute to relatively low levels of operator loyalty.
Emerging market mobile operators are likely to find that growth will come from inclusive flat rate deals for both voice and data which will drive usage as has been the case in developed markets.
“The imminent launch of mobile broadband data services provides an exciting new revenue stream as users are able to break free of low speed fixed or dial up access which will continue to have relatively poor levels of penetration. Mobile is going to become the standard for accessing the internet in many of these countries from now on,” adds Margrit Sessions.
ASUS sweeps the board in 2008 Technology Awards
08 October 2008
ASUS sweeps the board in 2008 Technology Awards
Once again quality, attention to detail and innovation combine to deliver ASUSTek top awards from all sectors.
Globally last year (2007) ASUSTek won a total of 2569 awards–an average of seven for every day of the year. The 2008 awards season has barely begun and is proving just as fruitful bringing the high-tech company a clutch of awards from the UK and recognition abroad.
September 2008 saw the ASUS Eee PC range gain accolades taking both Computer of the Year and Gadget of the Year at the Stuff Awards, as well as scooping PC Pro’s award for technology innovation and hardware of the year and finally as Business Technology of the Year at the British Technology Awards.
What’s more accolades are not confined to the Eee PC range, ASUS have also been honoured with a total of nine EPEAT (Electronic Product Environmental Assessment Tool) gold awards for the amazing N-Series of Notebooks. While in the recent publication of the Top 10 Global Brands survey ASUSTek itself ranked first in Taiwan for the IT Hardware Category against stiff competition.
PC Pro vote reveals Top UK IT Brands
One of the big winners on the night was Asus, which picked up PC Pro’s award for technology innovation and hardware of the year: the Asus Eee PC.
“The technology innovator award is voted for by PC Pro’s team of editors
and writers, and Asus fought off tough opposition to win through,” said Tim
Danton. “But it’s a deserved winner. The Asus Eee PC took a flamethrower to
the rulebook and helped define a whole new category of product, the
netbook. That’s a stunning achievement.”
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Stuff Gadget Awards – Eee PC 901 wins gadget of the year
Asus has taken top honours at the Stuff Gadget Awards, with the Asus Eee PC
901 winning the much–coveted gadget of the Year. The dinky laptop saw off
competition from the likes of the Xbox 360, PS3 and iPhone 3G to snag the
title.
The tiny machine has helped spark a whole new line of gadgets, kicking off
the current netbook craze and helping get everyone online.
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GPS Personal Tracking on a Keyring?
07 October 2008
Tariffman have today leaked news of their smallest GPS tracker to date. The
device, which is battery powered (although it can be hardwired) is small
enough to hang on a keyring!
Designed almost exclusively for personal tracking, the CATS.i Mk3 has two
design formats, flat like a candy bar and stacked like a sandwich.
When laid flat, it is no more than 3mm thick and just under 10cm long. When
stacked, it measures 35mm x 35mm x 18mm.
“we want to bring personal tracking to the masses at an affordable price.
But we also want the unit to have a high degree of comfort for the wearer
and to be operated easily” said MD Lee Walkey.
“the device uses GPS, GSM and RF technology and has various safety features
such as a Panic button or dead-mans handle emergency alarm and movement
alerts. We expect to sell it to everyone from the millitary and police to
novice drivers, lone workers, adventure sports enthusiasts, young people
and elderly alike and pretty much anyone else who wants to know that
someone is looking out for their safety” Continued Mr. Walkey.
The CATS.i Mk3 is by far the smallest device in the world and can easily be
incorporated into clothing and other apparel.
Expected to retail at £199.00 (contract free) this includes the first years
mapping licence.
Social networking in business, but not as we know it, say CIOs
06 October 2008
6th October 2008, London, UK – In a poll of CIO Connect members, 50% of
respondents said they bar access to popular social networking sites like
Facebook, but many CIOs are now working to adapt these new collaboration
technologies to better suit use in the enterprise.
Generation Y employees are increasingly coming to expect social networking
applications in a business context. Many CIO Connect members, who represent
60% of FTSE 250 companies in the UK, believe careful deployment of Web 2.0
collaborative systems will help business tap into its intellectual capital,
but enterprise variants of social networking sites and wikis will be
required to meet the governance and security requirements of enterprises.
“The business benefits of these collaborative technologies and a pathway to
return on investment are not yet clear,” explained Graham Otter, chair of
the CIO Connect collaboration event held at the Globe Theatre in London.
“But there was a strong belief that the deployment of business-focussed,
collaboration technologies would result in innovation and increased
productivity.”
About CIO Connect
CIO Connect is the independent networking forum for top CIOs and their
direct reports. CIO Connect helps CIOs and their teams to make a greater
contribution to their business through the exchange of experiences with
their peers in a trusted environment. With more than 250 members, including
most of the FTSE 250 companies and high-profile public-sector
organisations, CIO Connect runs a comprehensive programme of events
including conferences, roundtables and special interest groups. CIO
Connect also offers a unique online information service, a quarterly
magazine, and conducts regular research on topics of relevance to CIOs. CIO
Connect supports CIOs to become an informed business and operational
leader.
