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Source: Jason Leung auf Unsplash
Gigaset receives WELT Digital Champion accolade
7. October 2021 Published by Raphael DoerrBuilding intimacy with people via digital channels is not an easy thing to do. And it’s equally challenging in both the private and professional spheres. The increasing use of digital aids – that gained extra momentum during the pandemic – is also impacting the expectations of customers with regard to companies’ digital contact options and offerings. In collaboration with the Germany daily DIE WELT, ServiceValue recently carried out a “Digital Champions” study to discover which companies are currently doing the best job of winning over customers with their digitalization efforts. The final ranking for all the companies involved in the study saw Gigaset wining the bronze medal in the Digital Champions race.
It was the fourth time that ServiceValue and DIE WELT had gone in search of the German “Digital Champions”. This year’s study, “Digital Champions 2021, was based on an online customer survey encompassing over 337,000 customer opinions about 1,683 companies working in 140 sectors. In the course of the independently organized survey, each participant was given a modest number of companies or brands to assess. At least 200 assessments were collected for each company, achieved by means of the following questions:
- Are you able to rate the digital customer intimacy of [company/brand] from your own personal experience?
- Please specify the companies/brands that have excited you personally with their digital customer intimacy.
“As DIE WELT explains, the goal of the survey was to use a valid indicator to compare the digital customer intimacy of companies in Germany and rank them accordingly.” Companies winning the “Digital Champions” accolade have shown that they are using digital channels as instruments in their own right to create and maintain customer intimacy.
“We are delighted to have won a Digital Champion award. The opinions and experiences of our customers are of vital importance to us, particularly during the current pandemic. Creating customer intimacy across a number of digital channels, such as our website, social media and mobile apps, is not an easy task. Nevertheless, we are continuing to make every effort to win over customers with our digitalization activities. In this context, I would like to draw particular attention to the “chat” feature we introduced this year on the Gigaset website. This innovation has been particularly well received by customers in the service area,” says Kurt Aretz, SVP Quality & Service Assurance at Gigaset.
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