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Top Performers In The 2nd National CX Report

Posted By CXi, Tuesday 18 October 2016

Here’s a snapshot of the key findings of the Ireland Customer Experience Report 2016 which has just been launched by Customer Experience Insights (CXi). The report was based on a national survey and aims to raise the level of customer experience (CX) excellence in Ireland. 

The top ten ranked companies for CX in Ireland:

Rank

Brand

Sector

1st

Irish Credit Union

Financial

2nd

Lush

Retail

3rd

An Post

Utilities

4th

Sam McCauley Pharmacies

Retail

5th

Citylink

Travel

6th

Peter Mark

Retail

7th

Boots

Retail

8th

Aldi

Supermarket

9th

M & S Retail

Retail

10th

Penneys

Retail

10th

M & S Simply Food

Supermarket

The local community dynamic and personal relationships are highly valued in Ireland. It helps to explain why the Irish Credit Union, An Post, Sam McCauley and Peter Mark feature among the best performers in the survey. 

This year’s top ten performers include an interesting mix of value and premium brands.  It looks as if Irish people are beginning to loosen the purse strings again, to reward themselves, but in a much more selective fashion than previously and very often with companies who provide a superior experience. 

For example, the biggest mover in the survey was Peter Mark which went up 47 places to number 6.  Customers place great trust in their hairdresser and the company empowers staff to build on that, providing a tailored personal service. Boots and Sam McCauley Pharmacies do something very similar in their sector while a host of new entrants, all of whom actively encourage staff to engage with customers, have all performed well. These include Lush, the highest new entrant at number 2, homestore + more which came in at number 12 and Tiger at 26.

Several value brands were also highly rated by consumers and overall the supermarket sector is the best performing sector.  top performer. Aldi (8) is the leader and Lidl is not far behind at 13. Penneys (10) was viewed as best for loyalty while Dealz (22) was best for value.

While still lagging the UK and the US, Ireland has seen a modest uplift in its overall CX score in 2016 with the top 10 brands in particular seeing improvements.  Last year only 3 brands would have made the UK Top 10, this year the number is 5.

The findings show it is the Expectations pillar which continues to be the most significant gap for Irish businesses and this indicates that companies here are still over-promising and under-delivering. You can download the report here.


ABOUT THE AUTHOR

CXi is a community of likeminded professionals tasked with achieving CX excellence within their organisations. They provide services including consumer research (resulting in the CX Ireland 2016 Report, customised CX de-briefs and CX networking and professional development events.


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REPORT: Virgin Media Digital Insights In 2016

Posted By Virgin Media, Wednesday 5 October 2016

We’re at a fascinating juncture in Ireland’s journey to the digital future where digital technologies are having a pervasive impact on almost every aspect of our lives.

The monetary value we place on our broadband connections has tripled since 2014 – the average consumer would now demand compensation of €390 per month if their broadband service was removed.

This report focuses on three aspects of that journey: the Digital Economy; Digital Lives; and Digital Media.

DOWNLOAD THE FULL REPORT HERE


ABOUT THE AUTHOR

Virgin Media is Ireland’s leading digital pioneer and innovator. It was the first to introduce bundles for digital TV, broadband and phone in Ireland in 2007 and has driven market developments constantly since then. Owned by Liberty Global, the company has invested over €1 Billion in Ireland over the past decade. Virgin Media is a part of Liberty Global plc, the world’s largest international cable company. Together Virgin Media and Liberty Global serve 27 million customers across 14 countries, helping connect people to the digital world and enabling them to discover and experience its endless possibilities.

www.virginmedia.ie


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The 2016 Marketing & Digital Salary & Sentiment Survey Findings

Posted By The Marketing Institute & Alternatives Group, Tuesday 4 October 2016

We are delighted to share the results of the 2016 Marketing and Digital Salary & Sentiment Survey run by the Marketing Institute, in conjunction with Alternatives Group.

This partnership has been working well for three years now and allows us to reach out to the broad marketing and digital community and get the views of over 1,000 respondents every year.

This annual survey is viewed as the most comprehensive for the Marketing & Digital community and serves as your ultimate go to guide. It not only establishes salary benchmarks by sector but also provides valuable insight into overall market and marketing sentiment from those that are closest to customers; the marketers.

We thank you for your participation, we hope you find the results as interesting as we did and we look forward exploring these results with you further.

DOWNLOAD THE FULL REPORT FINDINGS HERE


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Olympic Silver Medalist Annalise Murphy Joins Winning Summer Of Sport Showcase

Posted By The Marketing Institute & Onside, Tuesday 4 October 2016

Olympic silver medallist Annalise Murphy and Sarah Keane, Chief Executive Officer of Swim Ireland, have joined the podium of expert and insightful panelists at the Marketing Institute / ONSIDE ‘Who Won the Summer of Sport’ business breakfast at the Aviva Stadium, Dublin on Tuesday, 11 October.

The briefing will pool intelligence from both consumers and marketing professionals, as well as insights from an expert panel to answer the question: ‘Who Won the Summer of Sport?’ including the UEFA EUROS, the Olympic Games, and the GAA Championships 2016.

The panel also includes Ryle Nugent, Head of RTE Sport, Rory Sheridan, Head of Sponsorship, Diageo Europe, Peter McKenna, Stadium & Commercial Director of Croke Park (GAA), Karl Heffernan, Commercial & Marketing Director of the FAI and Damien O’Neill, Group Head of Marketing, Allianz, all of whom will reveal what their experience was and share their learning. RTE Sports presenter Joanne Cantwell will steer the discussion as M.C.

Venue: The Havelock Suite in the AVIVA STADIUM - #WhoWonSS
Date: Tuesday, 11 October, (from 7.45am to 10.30am). 
Cost: €40 for MII non-members and €20 for MII members (members sign in with username and password). For enquiries, please contact events@mii.ie or call +353 1 2160156.

To attend this event please REGISTER NOW. 

 

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Ireland's 2016 Customer Experience Report

Posted By Dialogue Marketing / CXi, Monday 3 October 2016


The 2016 Customer Experience report from Dialogue Marketing features expert analysis and insight into Ireland’s highest and lowest scoring brands. Also included is the much awaited 2016 CX league Table.

The Credit Union has once again emerged as the big winner in 2016. They have the most powerful bond with their customers, built completely on trust, while the products they offered were designed to meet real customer needs, rather than being based on the idea of backroom executives.

A new entry and in second place is Lush, famous for scented ‘bath bombs’ detectable to the nostrils of passers-by from literally miles away! Lush invest in CX rather than advertising and lead the way in turning customers into passionate, enthusiastic fans, and it works.

An Post climbed five places since last year’s survey to take third place. An Post had high personalisation scores as a result of strong relationships with postmen/women who deliver to your door every day. This human contact is particularly valued in rural areas.

CXi has a unique data set of 72,000 consumer brand evaluations across 170 brands, and is now based on two years of ongoing research.

CLICK HERE FOR A LINK TO THE FULL REPORT


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