Thanks to the internet, consumers are now living in a world of almost infinite choice. Essentially this means brands need to earn (and retain) the trust of consumers if they want to keep them as customers. Here are 4 ways that listening can help drive greater trust and customer loyalty...
At a time when brands face an increasing volume of customer service interactions, across more and more channels, some may feel tempted to question whether they will ever get on top of delivering the service that consumers want. It can feel like they are running on a treadmill with the pace continually being ramped up, increasing the likelihood that they’ll be catapulted off the end before to...
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.
In previous decades an organization’s brand was something it controlled, with how it was perceived in the market driven by expensive advertising and marketing campaigns. The rise of social media and increasingly demanding customers has changed all of this. In highly competitive markets brand reputation and values are built on the experience that consumers receive and share on social media.
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...
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...
Guest post by Dominic Tavassoli, VP Product Management, Eptica Picture the scene: you wake up one morning to find that your lovingly crafted company Facebook page is covered – horrors – in questions. Not the sort you wanted, such as “I love your brand, where can I buy more stuff?” but actual customer service questions and complaints! What do you do? Try to answer them yours...