As they operate in a highly regulated environment, many banks and financial services companies have been wary of becoming involved in social media. There has been a real fear that a throwaway tweet could be seen as endorsing a product when it isn’t the right fit for a particular customer, leading to potential misselling claims and action by regulators.However when handled properly the benefi...
From the BBC iPlayer to YouTube, video is one of the fastest growing ways for consumers to access content on the web. Faster broadband connection speeds and wifi on mobiles make video simple and quick to view wherever we may be.Part of the reason for the growth of video is the power it has to get a message across in a highly visual, simple to understand manner. This makes it perfect for customer s...
The current recession is claiming more victims amongst hard-pressed retailers, with Game the latest company to file for administration. And new figures show that it is not just bricks and mortar retailers that are suffering, as UK ecommerce growth is also slowing. While UK shoppers spent £5.4 billion online in February 2012, this was the weakest growth since January 2010, with sales only cli...
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...
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...
There have already been a lot of predictions that 2012 will be a key year for customer service, with Forrester amongst those that see it as a major strategic priority for businesses. News this week from Microsoft seems to back up this trend. It is partnering with a Silicon Valley company called 24/7, which specialises in using data analytics to predict what customers want. Microsoft is both i...
Everyone knows that the current economic climate is difficult, with consumer spending down and competition increasing, whatever sector you are in. So, in this context Eptica’s results, with double digit revenue growth, demonstrate the success of our approach and the strength of our technology.Eptica’s consolidated turnover grew by 20% to $US 9 million (£5.67m), helped by signing ...
One of the key trends that is accelerating in 2012 is the use of mobile devices to research, access information and make purchases. New studies have found that more and more people now reach for their smartphone or tablet during the buying process, even if they make the final purchase through other channels.UK figures from the Internet Advertising Bureau (IAB) show that nearly half of smartphone o...