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How Does Customer Engagement Co-Exist with Political Ambition?

No, I’m not talking about Brexit – but you could be forgiven for thinking that I am, as there are many that believe – whatever your views – that it can be difficult to align political ambition with public views, particularly if these are polarised. Well, the question I’m asking is whether we can see the same enactment in regulatory decision-making – and here I’m particularly referencing the current water sector business planning process.

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Online car purchase – computer says “yes”

Towards the end of 2016, SEAT sold a limited number of ‘Mii By Mango’ cars on Amazon in France. Buyers paid €500 deposit and were then contacted by a SEAT advisor to finalise the purchase. Whilst this was a first step towards fully online sales channels it still had a high level of dealership involvement. Research we did at the time showed that an overwhelming majority of potential car buyers had an appetite for more online functionality – but not for a 100% online experience.

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The importance of being customer-centric

There are frequent articles in the marketing media around the importance of listening to customers, soliciting their views and acting on their feedback. The importance of being customer-centric

Many companies have created online communities and customer panels for just that purpose – to ascertain how happy/satisfied customers are with the service they receive and to address any potential issues. What’s more, there’s a great deal to be said for involving customers in the NPD process and ensuring that any service enhancements are fit for purpose.

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