People use a whole range of different words to refer to your products – many will differ from those words that your organization uses internally. For example, research found that there are 57 names for the humble TV remote control, including the flipper, the changer and even the doofangle. This wide range of language can create problems for customer service...
Knowing your customers is at the heart of designing and delivering the right experience to engage with them successfully. So, McKinsey’s recent US Customer Sentiment Survey should be required reading for anyone involved in customer experience. First run in 2008 and based on a representative sample of consumers, it tracks how people feel about their financial prospects and...
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...
As every retailer knows, a good Christmas can make the difference between success and failure. This is particularly true in the UK, with research from ING finding that Britons are the most generous present purchasers in the world, and expect to spend an average of £294 (US$446) on gifts this Christmas. By contrast American shoppers are aiming to spend £250 ($38...
While all industries need to ensure they are delivering an excellent customer experience, some seem to be intrinsically better at it than others. This concept is backed up by recent research carried out by service design consultancy Engine. Its survey found that consumers rated the public transport, utility, insurance and broadband sectors, as worst for customer experience and service...
Companies face two key challenges when it comes to delivering customer service today. First, consumer expectations are continually rising, with every organization, no matter what sector they are in, judged against the standards of the best. This means simply outshining your peers is not enough – you need to compete with every company that a consumer might interact with in order to win their ...
Companies and consumers are increasingly seeing the benefits of implementing live chat. It drives engagement while providing an efficient, fast channel to answer customer queries. Consumers like it as they can engage on chat while still doing other things, making it unobtrusive compared to the telephone or email and fitting in well with their busy lives. The Eptica Multichannel Customer Experience...
In increasingly competitive markets, customers look for experiences that match their expectations and needs. Essentially this means that as consumers continue to become more savvy at researching and comparing brands, companies need to realise that when it comes to customer experience, they need to create a brand promise and deliver on it. After all we live in a world filled with technology-empower...
Since they were first implemented contact centres have changed dramatically. Originally call centres that solely answered incoming telephone calls, they have expanded to cover multiple channels, from letters and faxes, to emails, social media and increasingly web chat.However, the speed at which new channels have emerged has caused problems within many contact centres. New systems have been added ...
We Britons have a reputation for politeness, which extends to not complaining when we suffer poor service. According to this stereotype, we just mutter under our breath and then ensure we don’t visit that particular restaurant or shop again.However it has been clear for many years that things have changed. As in other countries, Britons are complaining more and demanding a better experience ...