Successful organisations have long realised that delivering the best customer experience has a direct impact on their profits. Happier customers remain loyal, buy more and tell their friends about the good experience they’ve had. Upset customers move to your competitors and use social media to tell the world about the poor experience they’ve had to endure.This is backed up by research ...
The retail landscape is now extremely complex. In an omnichannel world companies need to provide excellent, consistent customer service across a growing range of channels. However retailers don’t always have 100% control of every part of their operations. Logistics are outsourced to courier companies, contact centres can be run by third party providers and the infrastructure behind some new ...
Retailers are facing unprecedented pressures. They need to move to an omnichannel world, providing a consistent and satisfying experience however customers choose to shop while battling poor economic conditions that are putting a brake on consumer spending.Within these overarching challenges, Eptica has identified four key trends that retailers need to act on if they are to survive and grow in the...
Delivering a compelling customer experience to people paying income tax is always going to be difficult. The combination of complex forms and cost mean that many consumers rate the experience as marginally better, but financially more painful, than having a tooth removed.For HM Revenue and Customs (HMRC) in the UK, the scale of its operations also provides a logistical challenge. In the 2011/12 fi...
Insurers today are facing growing challenges. The rise of the internet, greater competition, diminished customer loyalty and increased claim costs all require a radical shift in approach if insurers are to survive. It is no exaggeration to compare the sector to retail – where the damage caused by changing consumer behaviour has decimated traditional high street players.Efficiently delivering...
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...
Despite the growth of other channels, email is still the first choice for a large number of consumers when it comes to contacting organisations. It provides a full audit trail for customers (and companies) and people often feel it is the best way to raise specific complex or technical questions – provided of course, you get a fast, accurate answer.Independently testing the quality of the ema...
There’s a lot of talk about the need to provide consumers with a superior customer experience. But how do organisations begin to implement a customer experience programme, who should be in charge and how does it differ from existing customer service activities?Eptica’s own research has highlighted a pressing need to improve the customer experience. The 2012 Eptica Multichannel Customer...
Successfully engaging with customers is critical to every organisation. Whether private or public sector, everyone needs to deliver the best possible experience to their stakeholders if they want to survive and flourish in today’s challenging economy. And the responsibility for delivering customer engagement spans the whole company – from customer service to marketing, sales and operat...
Amidst all the bad news on the high street there is one bright spot when it comes to physical retailing – the shopping centre. Despite national figures that show 1 in 7 British shops are currently unoccupied, there is major growth in high end shopping centres that act as destinations for consumers. In fact rents are rising by 5-6% in larger centres with very few shops left empty and multiple...