The travel industry has been transformed by the rise of digital channels. Consumers now turn to the web first when researching and booking flights and holidays, using the reach of the internet to create tailor made itineraries, rather than visiting a high street travel agent. Sites such asTripAdvisor, along with social media, have also introduced a powerful way of sharing opinions about the s...
Customers today want to communicate with businesses on more and more channels – and the number is increasing all the time. The last few weeks have seen the launch of multiple new ways of communicating – all of which have the potential to impact customer service.Firstly, Periscope and Meerkat, two new live streaming services have been introduced. Sitting on top of Twitter, these apps al...
Now that the clocks have gone forward, the weather is improving and the Easter break is nearly upon us, many people are setting to work on de-cluttering their houses and sprucing up their gardens. For those of us working in customer service, it is a good time to apply the same spring clean mentality to our contact centers, blowing away the cobwebs and ensuring that everything is performing smoothl...
Whatever industry an organisation operates in, building mutual understanding between customer and company is at the heart of creating engaged, long-term relationships. However there is a growing gap between the two sides, according to new Eptica research.
In today’s ultra-competitive markets, successful businesses understand that customer service is everyone’s job. Whether you are the CEO, staff the contact center, are a delivery driver or work in a store, you contribute to how consumers view your company. Brand reputation can be destroyed by factors as diverse as a security breach, poor public relations or even an ill-judged tweet by a...
Retailers face growing market challenges. Despite the UK climbing out of recession, consumer confidence is still fragile and likely to remain so in the face of a number of uncertainties on the horizon; a potential hung parliament, eurozone worries and interest rate rises. It’s not surprising that shoppers are still price sensitive, and are happy to move to rivals.
Think like a customer and value their time if you want to win and retain their business. These are the headline findings of recent research from Forrester, which looked at changing customer expectations and channel preferences.
Customer service is critical for organisations across every industry. Consumers are now demanding the same high levels of service, whatever type of company they are dealing with. This means that they expect a utility or bank to provide a similar experience to a retailer – and are not shy at complaining if they don’t receive the service they want.This equally applies to the public secto...
Over the past four years Eptica has been benchmarking the UK customer experience by evaluating 100 leading brands on their ability to provide answers to routine questions via the web, email, Twitter and web chat.
Social media has radically changed the relationship between brands and consumers. Today customers increasingly expect companies to quickly answer questions and queries via social networks such as Twitter and Facebook. Additionally, they are accustomed to leaving feedback through reviews sites such as TripAdvisor and Yelp. In fact, a J.D. Power study found that two thirds of customers who contacted...