The launch of the new Apple iPad has dominated many sections of the media over the last week as retailers and rivals have tried to capitalise on the buzz around the launch.However an unfortunate pricing error has led to the wrong sort of headlines for Tesco. A misplaced decimal point saw the retailer advertise the new iPad 3 for £49.99, rather than £499, on its website. As news spread ...
On the Eptica blog we’ve extensively covered the impact of social media on customer service and the real time opportunity that it provides for consumers to complain (or even praise) your company. There’s now even a social media network dedicated solely to handling customer complaints. Called Gripevine, it promises to connect dissatisfied customers directly with companies, allowing...
Over the years the car industry has had a mixed reputation for customer service. For example individual garages have been caught charging for MOT work that didn’t need doing while in other cases second-hand cars have broken down the moment the warranty runs out.So it is good to see a government and industry-backed initiative that promises to prioritise customer service in the sector. Called ...
In today’s business climate, increasing efficiency while still delivering great service is the central aim of leading organisations. Balancing these two demands can be difficult, but by implementing an Eptica-based knowledge management system, the NHS Business Services Authority (NHSBSA) has achieved both cost savings and improved customer service levels.NHSBSA’s Sherlock project uses ...
In tough times, customer service can be the best way of giving companies a competitive advantage. That was the theme of this year’s Institute of Customer Service (ICS) Conference, which took place yesterday at the London Marriott Hotel in Grosvenor Square. Speakers from government, including Norman Lamb MP, minister for employment relations, consumer and postal affairs, joined companies such...
Social media opens up a whole new way of communicating with customers. However companies need to understand that it is fundamentally different to other channels. Social media is much more of a two way conversation and, as it is held in public, the world can see the results. So while many companies have moved onto social media and are using it for customer service, what is vital is how engaged...
Eptica today announced a major new global partnership with AirGate Solutions to help companies in the travel sector improve the passenger experience.AirGate Solutions works with airlines and airports to develop customer engagement strategies that go beyond traditional programs, enabling them to engage with customers and change the passenger experience for the better. AirGate Solutions will add Ept...
When it comes to poor customer service, companies selling financial products, from insurance to bank accounts never seem to be out of the news. Hot on the heels of record payouts for the misselling of Payment Protection Insurance (PPI), card and identity protection company CPP is being investigated by the Financial Services Authority (FSA) for ‘alleged failings in sales calls’.Against ...
Social media gives every one of your customers a voice that can be heard across the internet, outside your control. While this can worry many companies, it is worth realising that not every comment that people make on Facebook or Twitter is going to be negative – and also that those that have suffered a bad experience can change their mind if they are treated properly. US research found...
Organisations across the world are now embracing social media, realising that it provides an immensely powerful, completely new customer channel. However social media has some big differences to many traditional channels – it is an open conversation that can spread news and comments incredibly quickly to a huge number of people around the world.But who within an organisation is responsible f...