This month we’re celebrating two years of publishing the Eptica Customer Experience blog, which began back in April 2011.From the start the aim has been to provide updates and opinions on the customer service market, highlight best practice and show how customer needs are changing. And the market has definitely been transformed. We’ve moved from multichannel to omnichannel and new (at ...
Mobile devices such as smartphones and tablets are radically changing how customers interact with companies. Rather than being tied to their PC consumers are now demanding access to information anywhere and anytime, both for research and making final purchases. Businesses therefore need a mobile strategy to support consumer needs, with a seamless, high quality experience vital to winning and retai...
Customers are demanding better service through more and more channels. And they have no patience for roadblocks on the customer journey. According to Forrester 34% give up or go to a competitor after an unsuccessful website experience. Those that do persist tend to switch to your most expensive contact channels – nearly half (49%) of those that couldn’t find information online either c...
The automotive market has changed dramatically over the last thirty years. From relatively unsophisticated machines with few electronics cars have evolved into high technology vehicles equipped with the latest safety features. And as cars are now much more reliable so they are likely to have longer lives, accidents permitting. But with this increase in complexity and longevity comes an rise in pot...
Successful organisations have long realised that delivering the best customer experience has a direct impact on their profits. Happier customers remain loyal, buy more and tell their friends about the good experience they’ve had. Upset customers move to your competitors and use social media to tell the world about the poor experience they’ve had to endure.This is backed up by research ...
The retail landscape is now extremely complex. In an omnichannel world companies need to provide excellent, consistent customer service across a growing range of channels. However retailers don’t always have 100% control of every part of their operations. Logistics are outsourced to courier companies, contact centres can be run by third party providers and the infrastructure behind some new ...
Retailers are facing unprecedented pressures. They need to move to an omnichannel world, providing a consistent and satisfying experience however customers choose to shop while battling poor economic conditions that are putting a brake on consumer spending.Within these overarching challenges, Eptica has identified four key trends that retailers need to act on if they are to survive and grow in the...
Businesses today operate in a world of ever-changing regulations with the insurance industry a perfect case in point. Companies already need to comply with rules such as the Financial Services Authority’s Treating Customers Fairly (TCF) initiative as well as ensuring the meet tightening solvency regulations.The new financial year will see a new regulation become law. On April 6, the Consumer...
Delivering a compelling customer experience to people paying income tax is always going to be difficult. The combination of complex forms and cost mean that many consumers rate the experience as marginally better, but financially more painful, than having a tooth removed.For HM Revenue and Customs (HMRC) in the UK, the scale of its operations also provides a logistical challenge. In the 2011/12 fi...
Insurers today are facing growing challenges. The rise of the internet, greater competition, diminished customer loyalty and increased claim costs all require a radical shift in approach if insurers are to survive. It is no exaggeration to compare the sector to retail – where the damage caused by changing consumer behaviour has decimated traditional high street players.Efficiently delivering...