Our last post talked about the strains facing companies as consumers demand faster and faster responses to their queries. However it isn’t just speed that customers value – they want to be able to get an answer through whatever channel they choose, whether online or offline. And if you don’t provide the right experience they’ll simply take their custom elsewhere.To help Asi...
Successful retailers understand that knowing your customer is a key part of delivering a tailored experience. In the offline world that can be quite straightforward – you can see the people coming into your shop, ask them questions about their needs and provide the right answers and products.Online it is more difficult – while you can look at the customer journey, it can be hard to bui...
In an era where organisations are looking to reduce expenditures wherever they can, it is vital that they don’t make cuts that actually lead to increased costs – or cause valuable customers to take their business elsewhere.This is particularly true when it comes to customer service – after all it is easy to believe that cutting corners in the contact centre won’t affect how...
This is a guest blog post from Jo Causon, chief executive of the Institute of Customer Service, the professional body for customer service.We live in an age of ‘austerity spending’, where businesses have to work harder than ever to hang on to their customers.Last year we commissioned research that concluded that the average cost to replace a lost customer is around £6,500 and 56 ...
The technology behind better managing customer interactions is now a top 10 priority for CIOs, according to a new survey from Gartner. This rise up the rankings is being driven by a focus on improving the customer experience, particularly in the current recession, as well as the growing need to factor social media into company strategies. There’s also a major growth in the deployment of cust...
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...
Companies have been talking about getting the customer experience right for many years, but 2012 could be the year that companies move from paying lip service to the customer experience to actually putting in place a strategy and action plan to improve it. That’s the view of analyst Forrester in its 2012 Customer Experience Predictions. Customer expectations of how they are treated are ...
Next year’s London Olympics will put the UK in the spotlight. Millions of visitors are expected to come to the country, providing a much needed boost to the economy. And provided they enjoy the experience many of these tourists could turn into regular visitors, coming back year after year for holidays across the country. Outside the spectacle of the games themselves, what will make the ...
As a discipline customer service has been around for a long time, with plenty of companies promising to deliver an outstanding experience, but few actually doing so. In many cases this was due to a fundamental imbalance in the customer/supplier relationship. The customer essentially had no choice but to put up with poor service, as either they couldn't buy what they wanted elsewhere or ev...
Ageas Insurance Solutions (AIS) has won not one, but two, prestigious Financial Sector Technology (FST) Awards for its successful Ageas eStream service transformation project, powered by Eptica technology. Best Use of IT in Insurance and Best Use of CRM technology were both awarded to AIS in recognition of the way it has transformed its multichannel cus...