Forrester Research

6 ways of delivering successful knowledge management projects

Published on: October 28, 2015
Author: Dharmesh Ghedia

In a more and more complex world, consumers are asking an increasing number of questions – and want fast, accurate answers, whatever channel they use to make contact on. Delivering consistent, accurate and compliant answers is at the heart of delivering the excellent customer service that they require, meaning that knowledge management has moved center stage...

The 3 capabilities needed to empower customer service employees

Published on: July 08, 2015
Author: Anne-Merete Jensen - Senior Business Consultant

Employees are at the frontline of delivering the right experience to customers. No matter how strong your processes are, customer service comes down to the people who provide it. Staff who fail to show empathy or, even worse, are rude or sound bored risk damaging your brand and hitting customer loyalty. In comparison, agents who go the extra mile, being helpful...

The continuing rise of self-service

Published on: February 04, 2015
Author: Dharmesh Ghedia

In a world that continues to get busier, customers increasingly value convenience and speed when interacting with companies. Whether it is buying from a local shop because it is easier than getting in the car and driving to an out of town supermarket, or banking via a smartphone or tablet, people want a seamless experience that minimizes the time they need to spend on activities.

Moving on from desktop email

Published on: November 26, 2014
Author: Dharmesh Ghedia

With 144.8 billion emails sent every day, it continues to be a vital channel for customer service. Indeed, the rise of mobile devices, which allow consumers to quickly email wherever they are, means that the number of messages companies receive is actually growing.With many midsize organisations receiving over quarter of a million emails every year, coping with email customer service can be a stru...

Deliver on your customer promises, or else…

Published on: November 19, 2014
Author: Lloyd Buxton - Business Development

Customer confidence in companies can be fragile; one mistake and consumers are ready to move their business elsewhere (and complain about it on social media). Often problems occur because companies don’t deliver on what they say they will do. In other words, they fail to keep their promises.Customer service expert and blogger, Shep Hyken, articulated in a recent post that promises to custome...

Measuring the Voice of the Customer

Published on: October 24, 2014

Understanding what customers want, what they like and incorporating their ideas into future products and services is central to improving customer engagement. This in turn builds loyalty and customer recommendations, driving further sales.Consequently most large organisations run Voice of the Customer (VoC) programmes that aim to collect data from consumers and use it to make changes that impact t...

Getting senior level buy-in for customer experience

Published on: October 08, 2014
Author: Pauline Ashenden - Demand Generation Manager

Senior management in today’s businesses are now much more aware of customer experience (CX) and what it means. However, while they may increasingly understand the term and grasp its importance, ensuring that they actively support programmes designed to change and improve the customer experience in their organisation can still be a challenge.What do you need to do to get senior management buy...

Happy birthday email!

Published on: September 12, 2014
Author: Dharmesh Ghedia

It may surprise people that this year marks the 32nd birthday of email, with the original copyright on a program to send and receive emails granted in 1982. That is seven years before Tim Berners-Lee developed the World Wide Web while working at CERN. Over the last 30+ years email has changed the way we communicate at work and play with 114.8 billion emails now sent on a daily basis. And this...

Marrying the physical and virtual customer experience: the ‘new normal’

Published on: July 23, 2014
Author: Pauline Ashenden - Demand Generation Manager

In most sectors, the customer journey is growing in complexity, spanning interactions across multiple channels with customers interweaving digital interactions with physical (in-store or branch) experiences. Customer service and the customer experience needs to evolve in order to stay on top of these changes.Previously a lot of information people might have needed before a purchase was delivered f...

Don’t forget the importance of email in customer service

Published on: April 24, 2014
Author: Pauline Ashenden - Demand Generation Manager

Email is still a critical customer service channel for consumers, generally ranking second (to telephone) in customer preference studies. But the latest Eptica Multichannel Customer Experience Study reveals that many companies seem to be placing less value on email, despite the importance of this channel to their customers.

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