Benchmarking against competitors and leaders in other sectors is all part of improving customer experience. However we live in an increasingly global marketplace, meaning that organizations need to learn from leaders across the world if they are to thrive. Obviously ideas have to match local cultures and expectations, but by scouring the globe for new ways of interacting with customers, compa...
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.
Eptica recently released the 2015 Multichannel Customer Experience Study, looking at the state of customer service provided by leading UK brands across the web, email, Twitter and chat channels. We’ve already discussed the topline findings of the Study in a previous blog, and this week I’d like to focus on the email channel, and how this has changed over time.Despit...
Delivering superior customer service is an increasing challenge for all. Companies need to cover more and more channels while meeting continually growing demands from consumers, often with no corresponding increase in budgets. No wonder that the temptation can be to re-allocate scarce resources away from traditional channels such as email in order to focus more heavily on the likes of social media...
The New Year always bring a plethora of predictions as companies and analysts look at what is likely to happen in the next twelve months across the customer experience market.
One of the most frustrating experiences for consumers is calling a company with a query and being met with a recorded message saying 'we are experiencing high call volumes at present, please hang up and try later'. Frustration can boil over into anger if they receive the same message on numerous occasions, particularly if it includes the advice to check the company website for information ...
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...
All companies understand the importance of delivering a superior customer experience (CX). The combination of intense competition, more demanding customers and an increasing range of channels, mean that organisations have to continually improve the service that they offer to consumers if they are to retain business, whatever sector they are in.However, achieving a consistent customer experience is...
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...
From the contact centre to the web and mobile, technology is central to how organisations interact with their customers to deliver an enhanced experience. Consequently it seems hard to believe that the Customer Relationship Management (CRM) software market is now over 20 years old. The appetite for CRM software remains as healthy as ever. According to Gartner it is growing at an impressive 13.7% g...