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% price premium for top-flight service, while 32% of
all customers are willing 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.
In its goal 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 own 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, but 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 experiences for their customers at every touchpoint.”
Experience
Easy with GCash for Business
With mobile usage accounting for about 70% of internet traffic and with a projection
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 a multitude of 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.
Experience
Easy and Preferred Payments
The Philippines is already considered as one of
the largest and quickly expanding eCommerce markets in the world, and the fight
for market share in this space will only get tougher. As a consumption-driven
market, Filipinos are also motivated to purchase more when there are less
barriers to deal with.
With GCash for Business, companies can give
their customers a seamless experience with every transaction for an already
captured market of over 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.
To also avoid long queues, Scan to Order was also recently
introduced wherein customers can now order directly on the GCash app. They can
easily skip the queue, order and pay
directly on the app and go straight to the store for pick up - improving the
overall shopping experience.
Experience
Easy and Relevant Advertisements
With customer loyalty becoming more elusive
than ever, personalization has become a key strategy for all businesses.
Customers have high expectations from businesses to know their interests by
offering relevant recommendations and targeted promotions.
With GCash for Business Ad Solutions, companies can easily create tailor-fit and timely
messaging based on customer behavior. They also have easy access to promo solutions that include affinity
targeting, geo-targeted ads, and hyper-AI ads to reach exactly who they want to
reach when they need to be reached.
Experience
Easy and Flexible Installment Options
Every transaction and every sale is valuable
in a highly competitive environment, and it’s up to each merchant to help
customers on a tighter budget make the purchase. When customers deal with less
financial burden every time they buy, businesses can convert more visits to
sales while giving customers freedom to manage their transactions in the
easiest way possible.
For eligible GCash users, businesses can offer
different flexible payment plans and options via GGives, the easy-to-pay installment plan, or GCredit, an extended credit line. Whether online or in-store,
merchants can take advantage of lending solutions fit for their business model
and their customers.
Experience
Easy and Efficient Disbursements
Good customer experience should be carried
end-to-end, which happens beyond the point where customers receive their
products or services. While businesses tend to focus on putting their offers on
the market, customers continue to expect positive engagement long after the
transaction is completed.
GCash for Business Funds Disbursement Solutions gives businesses the flexibility to
complete online or offline transactions in various ways. This also eliminates
the hassle and associated risks of cash handling especially when it comes to
large payments. Coupled with upgraded incentives such as customizable vouchers
or even the availability of a GCash Card, businesses can easily facilitate
convenient and rewarding experiences for end customers throughout their entire
purchase journey.
“There are many ways to engage a customer -
the trick is knowing how to do it right,” said Luigi Reyes, VP for Commercial
Sales and Operations. “Although there are many technologies available, we focus on providing
our clients and partners with the essential elements that customers value the
most - speed, convenience, and personalization. With GCash for Business, both
businesses and their customers can benefit from an easy-to-use platform that
streamlines transactions and enhances their overall experience.”
Companies have the opportunity to engage and retain their
customer base by fulfilling their demands. 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, to millions of Filipinos through GCash for Business.
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