Customer Engagement

The growth of CRM and CX – 3 trends according to Gartner

Published on: May 16, 2014
Author: Robin Tandon - Senior Product Marketing Director

Engaging successfully with customers is central to business success today. Therefore it is not a surprise that research from Gartner shows that the market for Customer Relationship Management (CRM) software grew by 13.7% globally last year, hitting $20.7 billion. Western Europe was the fastest growing region, with spending expanding by 15.2% between 2012 and 2013.Gartner highlighted three trends d...

Booking last minute breaks – exploring the travel customer experience

Published on: May 14, 2014
Author: Pauline Ashenden - Demand Generation Manager

With summer approaching (and another bank holiday imminent), getting away from it all is becoming uppermost in many people’s thoughts. And that means turning to the internet, which has radically changed the structure of the travel industry now that the majority of transactions happen online. Whether it is holidaymakers creating their own tailored trip or consumers comparing holiday companies...

Creating customer advocates – why it starts with service

Published on: May 09, 2014
Author: Lloyd Buxton - Business Development

Personal recommendation is one of the most powerful sales tools in the world. People naturally listen to the experiences of their friends and family and take them on board when making similar purchases. And the rise of the internet and the potentially limitless choice it brings has made recommendation even more important. How do you choose between hundreds of similar products, when you are being c...

The evolution of the customer experience – 3 years of the Eptica blog

Published on: May 08, 2014
Author: Olivier Njamfa - CEO & Co-Founder

Last week marked a significant anniversary for Eptica - our Customer Experience Blog has now been running for three years. Created in April 2011, it has grown significantly since then, receiving thousands of visits from 160 countries across the world. This is the 290th blog post, with subjects ranging from the impact of wearables on customer service to how our software has helped safeguard elephan...

The 7 characteristics of the customer of 2015

Published on: April 16, 2014
Author: Pauline Ashenden - Demand Generation Manager

The one constant in customer experience is that consumer expectations are continually rising. This means that even the most respected brands and their customer service teams need to be always alert in order to innovate and respond to changing market conditions. At the heart of delivering the right customer experience is understanding what makes consumers tick, now and in the future. After all...

£116 billion - the true cost of bad service

Published on: April 11, 2014
Author: Derek Lewis

Poor service costs UK brands £116 billion every year. That’s the headline figure from new research from Accenture, which found that over half (53%) of British consumers had switched provider in at least one industry in the last twelve months. To put this in context, the equivalent of 12 per cent of UK consumers’ annual disposable income is being switched due to bad service.Accord...

What are the 4 key attributes of successful customer engagement?

Published on: April 08, 2014
Author: Pauline Ashenden - Marketing Manager

In an era of increased competition and more demanding consumers, engaging with customers is critical to driving a long term, loyal relationship. Engagement moves beyond transactional, potentially cost-based, interactions to build deeper ties between a brand and its customers. This makes companies more successful in two ways. Firstly, happy, engaged customers are likely to remain loyal and potentia...

Smiles and Systems – why good customer experience needs both

Published on: April 04, 2014
Author: Pauline Ashenden - Demand Generation Manager

Organisations can find it difficult to deliver a consistently good customer experience across every channel and every interaction. Customer expectations are constantly rising, and the growth in enquiries, often through unstructured digital channels, increases the pressure on businesses to perform, time after time.A good starting point for meeting these needs is to break the customer experience dow...

Is there anyone delivering an excellent customer experience?

Published on: April 02, 2014
Author: Lloyd Buxton - Business Development

Everyone understands the importance of the customer experience to increasing loyalty and attracting new business, but how do UK brands fare in practice? Not that well, according to the first Forrester UK Customer Experience Index (CXi). Most of the 2,000 UK consumers it researched rated their experiences with 28 leading brands between ‘very poor’ and ‘OK’ – and no bra...

4 ways customer service can make Mother’s Day special

Published on: March 28, 2014
Author: Pauline Ashenden - Demand Generation Manager

Over the years the importance of celebrating Mother’s Day has grown, and it is now one of the busiest periods for sending flowers outside Valentine’s Day. Britons spend an average of £12 each on gifts for their mothers, although research shows that this rises to £53 in Liverpool.However, there is one major difference with other celebrations such as Christmas. Mother’s...

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