Tag Archives: Customer service

A Survey on Executive Customer Service Training

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Please accept this invitation to participate in a new Sacha Orloff Group survey on Executive Customer Service Training.

Survey link: http://bit.ly/1ui9LKZ 

This survey will explore what organizations are seeking to achieve when investing in customer service training. We explore impacts on performance: productivity, profitability and long-term competitiveness.

The survey will provide critical information on what benefits business gain from understanding the importance of customer service excellence in its value-chain; and how companies grow and retain their customers and empower their employees within their organizations. We are seeking the views of executives and managers in all industries, functions, and tenures. The survey takes less than 5 minutes to complete and your opinion will make a significant contribution to our work.

Should you like to receive our research, please fill in page 2 of the survey. Sacha Orloff Group would like to thank you for helping us with our research,

For any questions, don’t hesitate to contact us at strategy@sachaorloff.com

Best regards,

Alexandra de Kerros Boudkov Orloff
CEO, Sacha Orloff Group
http://www.sachaorloff.com

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Beyond the Digital Divide:  Evolving Digital Commerce in the Kingdom of Saudi Arabia in 2014

Capture11Sacha Orloff Group Report

Beyond the Digital Divide:  Evolving Digital Commerce in the Kingdom of Saudi Arabia in 2014

Author: Alexandra de Kerros Boudkov Orlov – CEO Sacha Orloff Group

Website: www.sachaorloff.com 

 

In the Gulf, and in Saudi Arabia, the trend is an expansionist real estate strategy.  Leading groups prefer to cash-in with proven formulas, highly praised in the Middle East, such as malls and western franchises, even if mother-brands operate online and offline.

The Kingdom has largely accepted the principle of the evolution of the shopping Malls, and has adopted by default e-commerce solutions and payments to acquire a large part of the consumer goods and products market, encompassing the full value chain from banking system, retail, airline, hospitality, tourism, transport couriers and telecommunication sectors.  Most of these companies are changing their product mix to support margins, focusing on increasing sales, and consolidate customer loyalty to grow sales and introducing co-branded credit cards.

The Millennial Generation represents one of the most important factors in the adoption of e- and m-commerce in the region. This year, Internet penetration in the Kingdom reached 59.25 percent of the population, and has grown by 11 percent since 2013

Now is the time for the Saudi merchants and business groups to be fully immersed in digital activities. As most of the Saudi firms are still not embracing e- or  m-commerce; they should tap into the market of mobile owners to drive traffic, increase loyalty and grow sales.

To link technology, innovation and strategy to the Saudi digital sector require acquisition and retention of human talents.  Leadership, creativity, expertise, development and execution are key factors to growing success and excellence. It allies company culture to create strong relationship between human forces and firms.

In all the GCC, customer service is weak and investing in training human capital is essential to obtain a level of satisfaction to retain customers. The danger to accept mediocrity is that firms compete with others on the same average level.

The actual organizational moto is to move away from channel focus to customer focus. The business implies data analytics, supply chain optimization, integrated technology and strong customer service. Businesses have to take calculated risks, embrace disruptive changes and empower their talent forces to gain both offline and online customers.

Download the reporthttp://media.wix.com/ugd/17fd63_f7f73aaa041b46fc8de638b8544402ab.pdf

 

Sacha Orloff Group in the Media:

Saudi Gazette:
http://www.saudigazette.com.sa/index.cfm?method=home.regcon&contentid=20140714211489

Trade Arabia
http://www.tradearabia.com/news/IT_261912.html

Technology Market Corporation
http://technews.tmcnet.com/news/2014/07/14/7921871.htm

 

Ministry of Economy Taiwan – Bureau of Foreign Trade
http://www.trade.gov.tw/Pages/Detail.aspx?nodeid=45&pid=480034

Topix http://www.topix.com/world/saudi-arabia/2014/07/saudi-firms-urged-to-bridge-the-digital-divide-tradearabia

The Paypers
http://www.thepaypers.com/e-commerce/saudi-arabia-millenials-are-the-most-important-factor-in-ecommerce-adoption/755814-25

Taiwan Trade
http://www.taiwantrade.com.tw/CH/bizsearchdetail/7553024/C

Retail and Loyalty
http://www.retail-loyalty.org/en/news/saudi-arabia-millenials-are-the-most-important-factor-in-ecommerce-adoption/

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Pitti Uomo – China calling – trends 2011/2012

By Suzy Menkes

As it is around the world, so it is in fashion: China, increasingly, is calling the shots. The power of the Chinese market, the country’s demand for fine menswear and its cashmere exports make the nation a powerful presence at the Pitti Uomo fair.

There was a historic feel to stone walls that housed Boss Selection . But the new upscale menswear line from Hugo Boss is resolutely modern and aimed at China, which Claus-Dietrich Lahrs, Boss’s chief executive, predicts will provide 25 percent of the brand’s global sales by 2015. New is the focus on tailored suits, with a made-to-measure line; fine fabrics, including for sportswear; and artisanal touches to create classy details.

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Affluent consumers demand top-quality customer service: experts

 

By Rachel Lamb

Consumers regard customer service as a top priority when choosing to buy from a brand again and when making recommendations to friends, a study reveals.

Luxury consumers are especially susceptible to wanting good customer service, according to a Spherion study. This is because affluent customers expect to be treated extraordinarily and to feel a personal connection to a product or brand because of the amount of money they are spending.

“Luxury brands should foster a more personal relationship with their customers, while maintaining the brand voice and image,” said Clay McDaniel, managing director and founding partner at Spring Creek Group, Seattle. “This will cement your brand’s quality reputation in their minds, turning them into loyal brand advocates who share their enthusiasm with friends.”

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