Blog

Comparing the retail customer experience in the United States and United Kingdom

Published on: November 11, 2015
Author: Pauline Ashenden - Demand Generation Manager

Thanks to the internet, retail is a global industry, with companies now facing competition from peers around the world. As we’ve discussed before, this means that a focus on the customer is vital – with businesses needing to understand what consumers want and provide them with a tailored experience that meets their exact requirements. At the same time as the internet has...

5 key customer service skills – and how technology can help improve them

Published on: November 06, 2015
Author: Anne-Merete Jensen - Senior Business Consultant

Recruiting and retaining high quality customer service staff is one of the cornerstones of keeping consumers happy and loyal. Even with the rise of self-service options, for the majority of channels (email, social media, chat, phone, face to face) the experience created by the people you employ is crucial to the success or failure of the customer relationship. Gartner predicts...

What’s the best channel for U.S. retail customer service?

Published on: November 04, 2015
Author: Robin Tandon - Senior Product Marketing Director

As we approach the holiday shopping season, retailers are getting ready for their busiest time of the year. So at Eptica we thought it would be a good time to look at how they perform when it comes to the customer experience. The 2015 Eptica Retail Customer Experience Study therefore evaluated 500 U.S. retailers, in 15 sectors, on their ability to provide answers to 10 questions...

Which sectors offer the worst customer experience?

Published on: October 30, 2015
Author: Pauline Ashenden - Demand Generation Manager

While all industries need to ensure they are delivering an excellent customer experience, some seem to be intrinsically better at it than others. This concept is backed up by recent research carried out by service design consultancy Engine. Its survey found that consumers rated the public transport, utility, insurance and broadband sectors, as worst for customer experience and service...

6 ways of delivering successful knowledge management projects

Published on: October 28, 2015
Author: Dharmesh Ghedia

In a more and more complex world, consumers are asking an increasing number of questions – and want fast, accurate answers, whatever channel they use to make contact on. Delivering consistent, accurate and compliant answers is at the heart of delivering the excellent customer service that they require, meaning that knowledge management has moved center stage...

Christmas is coming – is your customer service ready?

Published on: October 25, 2015
Author: Derek Lewis

It’s less than a month from Black Friday, which is now seen as the first milestone holiday shopping day on both sides of the Atlantic. Retailers have therefore spent the past months ensuring that everything is in place for the festive period. From making decisions on stock levels to fine-tuning marketing campaigns, websites and stores, companies have been working hard to prepare...

3 ways of reducing customer query volumes

Published on: October 20, 2015
Author: Pauline Ashenden - Marketing Manager

Consumers are sending an increasing number of questions to companies, across more and more channels. This rising volume of customer interactions, covering everything from questions about products and post-sales queries, to complaints and positive feedback, threatens to overwhelm many organizations.The numbers are vast. Over 1 million people view tweets about customer service...

The opportunity for European customer experience

Published on: October 16, 2015
Author: Olivier Njamfa - CEO & Co-Founder

From Berlin to Bermuda, and San Francisco to Singapore, consumers increasingly demand a superior customer experience from the organizations that they choose to buy from. Across every industry there has therefore been a major focus on delivering this customer experience as well ascontinually improving it to match rising expectations.Providing an excellent customer experience is a journey,...

The rise of the customer hub

Published on: October 14, 2015
Author: Derek Lewis

At a time when customer experience is becoming everyone’s job, it is vital that organizations break down any internal barriers that disrupt the customer journey. Only by working together,across departments, will customers receive the right levels of service and consequently remain loyal to a business.However, many companies remain organized in a traditional departmental...

Don’t neglect the positive side of customer service

Published on: October 09, 2015
Author: Anne-Merete Jensen - Senior Business Consultant

We’re now coming to the end of National Customer Service Week, which highlights the vital importance of customer service to businesses and puts the spotlight on the great work done by those in this sector. It also looks at sharing best practice to further improve standards, ultimately benefiting consumers everywhere.On that note, let us focus on the positive side of customer...

Pages