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 […]
Trends
2023 Australian Christmas Shopping Insights
The holiday season is fast approaching, and with it comes a flurry of questions about what will shape the 2023 holiday trading landscape in Australia. In response, CPM-Retail Safari is excited to announce the release of its highly anticipated 8th edition of the Christmas Shopping Intentions Survey, designed to offer invaluable insights into the shopping […]
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 […]
Online Shopping Made Human: Virtual Product Advisors
With COVID-induced limitations around shopping, most Australians have become comfortable with the concept of moving seamlessly between physical and online channels for their shopping experience. Retail has responded by blurring the lines between physical and online stores, so they are not viewed in isolation anymore – the hybridisation of retail. This looks to be a […]
Five key insights shaping the customer service landscape
In today’s retail universe, brands are constantly rolling out new technologies, designing novel concepts and even applying clever publicity stunts. Each of these investments and innovations are attempts at competing for the attention, time and share of pocket of the digitally empowered consumers. Yet too few brands understand that – in the course of these […]