co.uk
COMMENT
3
Daily life is full of customer experiences, both good and
bad. Personally, I’m on a losing streak at the moment, with
25% office rent hikes, destructive computer upgrades,
the tiresome ritual of rip-off car insurance renewal,
exploitative electricity companies – I won’t go on.
It is easy to bemoan the cycnicism of service providers who
sing from the same hymn sheet when justifying double-
digit price increases – energy costs, Brexit, government
taxes, higher administrative costs etc.. Yet, a new study by
Capgemini (see page 37) suggests that this charge might
be unfair; its research shows that 74% of executives seem
genuinely to believe that their companies are customer-
centric. Consumers have a different view, believing only 30%
of companies to fit this bill.
What explains such a large difference in the perceptions
of company executives and their customers? Are company
executives even more cynical than one might have thought?
Do they have a different definition of ‘customer-centric’ than
consumers? Or is there something wrong with their reporting
and feedback procedures?
IT companies actually come out of Capgemini’s report rather
well, with 68% of executives and 56% of consumers viewing
providers of internet-based services as customer-centric.
Impressive as this is, that still leaves more than four out 10
companies failing their customers in some way. This is galling
both for consumers and for those businesses that do invest
to improve the customer experience. The launch of techtick, a
supplier finder and certification scheme for the IT sector (see
page 36) is to be welcomed, not only for providing consumers
with a means to identify truly customer-centric providers, but
also for enabling businesses that do put their customers first
to differentiate themselves from those who only say they do.
James Goulding
Editor,
Technology Reseller is published by Kingswood Media Ltd., Amherst House, 22 London Road,
Sevenoaks TN13 2BT
•
Tel: 01732 759725 Email:
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05
Bulletin
The latest news for the
technology channel
07
Insider
Phil Jones MBE shares
his thoughts on the IT
industry
21
Briefing
Bandwidth problems
and the rise of fog
computing
22
What’s New
A selection of new CE
and IT products
24
Countdown to GDPR
VOW explains how
resellers can help their
customers prepare for
GDPR
26
Hosted Telephony
Easy smartphone
integration with
Samsung Hosted
28
Remote Working
How remote access
tools are transforming
business operations
29
Competition
Win a 24-speed road
bike
30
Telecoms
Are your customers
ready for MiFID II?
33
Monitors
Reasons to upgrade
your monitor
36
Customer Experience
Supplier finder and
certification scheme for
the IT industry launched
38
Exhibitions
What to see at Channel
Live
40
60 seconds...
With Graham Hunter, VP
Certification and Skills,
CompTIA
v06 · 2017
technology
reseller.co.uk
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Editor:
James Goulding
07803 087228
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:
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01732 759725
·
Publishing Director:
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01732 759725
·
Group Sales Manager:
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07824 552116
·
Social Media and Web Editor:
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ISSN 2055-3110 (Print) ISSN 2055-3129 (Online)
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