This year we interviewed some of the leaders at HappyOrNot to gather their insights and wisdom from their many decades of business experience, much of which was spent delighting customers. They shared their views from the worlds of product development, interface design, customer service, marketing, sales, human resources, and business management. The result was the six-part CX3600 Leader Insight series. You can read all of the interviews and much more on the HappyOrNot Blog. From that collection we came up with a dozen critical questions you can use when reviewing your organization’s efforts to deliver industry-leading customer experiences.
In 2021 more than 2.14 billion people worldwide are expected to buy hundreds of billions of dollars’ worth of goods and services online, up from 1.66 billion in 2016, analysts say. Still, online represents a small percentage of total sales, just 10% and 8.3% in North American and Western Europe, respectively, 12% in Asia, and less than 4% everywhere else.
News of the adverse effect of the novel coronavirus (COVID-19) outbreak on Singapore retailers has been hitting the front pages of dailies and social media feeds. The retail sector has just experienced its worst year since 2013, with more challenges to come as the full impact from COVID-19 unfolds.