‘This forces businesses to face two realities: They can learn directly from their customers what they need. Still, they can also be immediately called out for unfavorable service’
photograph courtesy of gcash With the increasing popularity of digital payments and online transactions, enterprises in the Philippines can now offer easy and flexible payment options and rewards, both online and offline.
The numbers are in, and it's undeniable — customer experience is everything. Studies reveal the irreplaceable value of good customer experience to the success and growth of any company in any industry.
A study from PwC revealed that customers are willing to pay up to a 16 percent price premium for top-flight service. In contrast, 32 percent of all customers are eager to walk away even from a brand they love after only one bad experience.
Customer loyalty also grants businesses much more flexibility, based on a study from the Temkin Group. Loyal customers are five times as likely to repurchase a product and forgive a mistake, seven times as likely to try new products, and four times as likely to refer the brand or company to others.
To empower local businesses to achieve commercial success, GCash for Business held the "Experience Easy" Business Summit to provide Philippine companies of all sizes with much-needed solutions to an increasingly demanding local market.
"Customers have their point of view of what they expect from brands they interact with, and they're not shy about letting everyone know. This forces businesses to face two realities: They can learn directly from their customers what they need.
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Still, they can also be immediately called out for unfavorable service," said Kate Cruz, Head of B2B Marketing. "As a finance super app with millions of users, GCash is uniquely positioned to know exactly what Filipinos want to help businesses create enjoyable and relevant customer experiences at every touchpoint."
Easy with GCash for business
With mobile usage accounting for about 70 percent of internet traffic and projected to increase in the coming years, businesses have ample opportunities to offer meaningful experiences to their customers. However, with countless channels to choose from, creating such experiences can become overwhelming and expensive.
With many financial products and services available for every Filipino, GCash for Business makes it easy for companies to effectively engage multiple customer touch points and address critical challenges to achieve specific goals.
The Philippines is already considered one of the world's largest and fastest expanding eCommerce markets, and the fight for market share in this space will only get more challenging. As a consumption-driven market, Filipinos are also motivated to purchase more when there are fewer barriers.
With GCash for Business, companies can give their customers a seamless experience with every transaction for an already captured market of millions of users. Merchant transactions can be conveniently and quickly done online via Webpay or in-store via Scan-to-Pay, allowing customers to pay however and whenever they want.
Scan to Order was also recently introduced to avoid long queues, wherein customers can now order directly on the GCash app. They can easily skip the queue, order and pay now on the app, and go straight to the store for pick up — improving the overall shopping experience.
