Twas the sale before Christmas, and all through the store, The sales team was struggling to control the shop floor. The customers were...
Let your customers do the talking
One of the most surprising findings from the research* that formed the basis of our ‘Delivering the Available Enterprise’ report was that only four out of ten respondents believed failing to be available would lead to a loss of customers. The same survey showed 82% of respondents rate availability as being crucial or extremely important to them so either the other six are seriously deluded or we are a cynical bunch who underestimate customers’ loyalty and reserves of patience.
The report, by Professor Nelson Phillips of Imperial College London, examines what availability means to businesses in the real world and the challenges to be overcome. It also suggests a practical roadmap to help companies on their journey to becoming an available enterprise. One of the recommendations is to ‘put customers at the core of the availability conversation’, explaining “this is one of the most important steps in securing resources and organisational commitment to an availability agenda.”
It warns companies that fail to do so are at risk due to their potential loss of reputation, competitiveness and customer goodwill in light of growing expectations of availability.
Find out about the other milestones en route to becoming an available enterprise by downloading ‘Delivering the Available Enterprise’ now!
You can also download the Available Enterprise inforgraphic
*Research conducted by Vanson Bourne in July 2012 involving interviews with 450 IT directors in organisations with 250 to 1,000 employees in the UK (250 interviewees), France (100) and the Nordics (100) across a wide range of business sectors.