customer journey

Narrowing the gap between US and UK customer experience

Published on: May 27, 2016
Author: Derek Lewis

Consumers in the US are six times more likely to receive outstanding consumer experience than their counterparts in the UK. That’s the stark finding from new research from KPMG Nunwood, based on a survey of 7,500 US consumers covering 243 brands across 10 sectors.By comparing this data with previous research in the UK, KPMG Nunwood found that not only did US consumers...

Websites lead the way for UK customer service

Published on: March 31, 2016
Author: Dharmesh Ghedia

With an increasing amount of our time spent online, company websites are now more often than not the first port of call for consumers looking for information from brands. Being able to find answers to their questions quickly is therefore a vital part of the customer experience. According to the latest Eptica Multichannel Customer Experience Study, the good news is that most companies understand

The importance of emotion to successful customer experiences

Published on: March 16, 2016
Author: Neil Cox - Account Manager

At heart, humans are social beings. This has a major impact on every interaction we have with the people around us. Think of the most basic transactions – the ones you remember most are those where you either had an extremely positive or negative emotional experience. Take visiting the grocery store, if the cashier was extremely helpful, asked about your day and took time to show that...

Transforming insurance customer service: Ageas Retail Intermediary

Published on: February 19, 2016
Author: Derek Lewis

For the majority of consumers digital channels, such as the web and email, are now the default method of researching and buying insurance. This is driving major change in the market, as forward-looking businesses invest in the digital customer experience.

How APAC brands can improve the customer experience

Published on: December 07, 2015
Author: Vincent Giraud - Business Development Manager

Increased competition and ever more demanding consumers mean that organizations across the Asia Pacific region need to focus on continually improving the customer experience that they offer. However, given the complexity of today’s multichannel world, knowing where to begin with customer experience can appear daunting. Jeff Rajeck, APAC research analyst at Econsultancy, recently published...

Robots – the future of customer service?

Published on: August 19, 2015
Author: Derek Lewis

Recent Forrester research pointed out the importance of understanding customer emotion and creating empathy with consumers if brands are going to deliver a successful customer experience. This was backed up by Eptica’s study ‘The Power of Linguistics: Consumers vs. Agents: Can the Gap be closed?’, which found that nearly a third (31%) of consumers...

Mapping the customer journey pain points

Published on: August 12, 2014
Author: Pauline Ashenden - Marketing Manager

All organisations understand that customers go on a journey when they interact with them. However, this is rarely a straightforward trip, but more of an expedition with twists and turns, ups and downs, spanning many channels.Along this journey, Jeff Toister, the author of Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It – identifies thre...

The changing face of the high street

Published on: August 01, 2014
Author: Pauline Ashenden - Demand Generation Manager

We’re used to stories of doom and gloom on the high street. The combination of the internet, out of town superstores and the recent recession have decimated the number and range of shops available in town centres, with many long-standing retail chains going into receivership.However a new report from the University of Southampton’s Retail Research Group points to major, positive change...

Getting the customer journey right

Published on: October 23, 2013
Author: Eptica

Organisations understand that every interaction with a consumer is something that they’ve got to get right if they want to win and retain customers. And many strive to excel at each one of these touchpoints, measuring performance and changing operations to improve satisfaction.However, according to a new article from consultants at McKinsey in the Harvard Business Review, by focusing on indi...

Avoiding online abandoned shopping trolleys

Published on: March 12, 2013
Author: Epticablog

Whether through advertising, search engine optimisation or simply building brand recognition companies invest significant resources in driving traffic to their websites. Then the customer journey begins in earnest, as organisations aim to move website visitors from browsers to buyers. Whatever you are selling, from books to insurance, it is vital that customers are guided through the process and p...

Pages