The internet and digital technology are transforming the UK insurance market. Greater competition and the rise of price comparison sites are impacting revenues and margins, while customer loyalty is a thing of the past. Consumers are demanding more from their insurers, and want a seamless, high quality experience, however they choose to make contact. In order to enable these meaningful...
We live in a rapidly globalizing world. Driven by the rise of the internet and improved communications, individuals are increasingly happy to look beyond their own country when it comes to buying goods and services. This increases the focus on delivering an excellent customer experience to consumers, wherever they are located, if companies are going to have meaningful, engaged...
The combination of growing competition and more demanding consumers means that customer experience is now recognized by businesses everywhere as crucial for success. Analyst reports back this up – research from Forrester found that companies with superior customer experience demonstrate improved revenue growth, while Gartner analysis predicted that by 2016 89% of...
Retail is one of the most competitive sectors in the economy. Transformed by the internet, new entrants and ever more demanding consumers, retailers cannot afford to rest on their laurels.Customers are pushing retailers to innovate and deliver new services, improved experiences at lower prices. Loyalty is a thing of the past, with consumers are now able to choose from an enormous range...
Over the past five years Eptica has regularly evaluated the multichannel customer experience offered by 100 of the UK’s biggest brands, across ten sectors. To do this we’ve posed as prospective customers, testing how easy it is to find information and answers to the routine questions that consumers might ask every day on the web and via email, chat and social media.Since we began,...
When asked why they choose to do business with a particular organization, consumers give a variety of reasons, from price and simplicity of the buying process, to simply having the product that they want in stock. However, one factor that is common to all purchasing decisions is trust. Here are 4 ways a company can build trust with consumers.
Customer experience is important to every industry, but particularly vital for retail. Fierce competition, exacerbated by the rise of ecommerce, means it is increasingly important for retail companies to differentiate themselves. And with many stores often selling the same products, customer experience is a more appealing way of differentiating than competing on price...
In today’s fast changing world consumer expectations are continually rising. This means that delivering the right levels of customer satisfaction is a journey not a destination. Companies have to keep investing in improving the service and experience they offer if consumers are to remain satisfied. It seems that these investments are beginning to pay off...
20 years ago customer service existed in a world dominated by voice, hence the widespread reliance on call centers to manage customer service interactions. Things have obviously moved on since then as email, and more recently digital channels such as social media and chat, have become a regular part of managing customer service delivery. Call centers have now evolved into...
We’ve already covered the trends that have developed in customer service last year, and now is a good time to take stock and review the statistics on how customer service fared in 2015 – what went well, what went badly – and why...