In today’s fast changing world consumer expectations are continually rising. This means that delivering the right levels of customer satisfaction is a journey not a destination. Companies have to keep investing in improving the service and experience they offer if consumers are to remain satisfied. It seems that these investments are beginning to pay off...
We’ve already covered the trends that have developed in customer service last year, and now is a good time to take stock and review the statistics on how customer service fared in 2015 – what went well, what went badly – and why...
Whatever the industry, customers now have more choices than ever before. The balance of power between companies and consumer has shifted dramatically due to increased competition, the ability to share bad experiences instantly on social media as well as higher expectations of service. As a consequence, companies that have built their brands and reputations on rock solid customer service are flouri...
Organisations need to radically change how they interact with their customers proclaimed Jo Causon, CEO of the Institute of Customer Service (ICS) in a recent speech. In her state of the nation address, she highlighted how the balance of power has shifted dramatically from companies to their customers. While many organisations see this swing as a threat, it can actually deliver benefits to t...
Customer satisfaction with UK companies is worsening. That’s the stark headline finding from the latest Institute of Customer Service (ICS) UK Customer Satisfaction Index (UKCSI).Researched every six months, the Index fell in July 2014 for the third consecutive time, with over half of organisations seeing a drop of at least one point in their ratings. Satisfaction levels fell in 12 out of th...
Over recent years, we’ve seen organisations focus heavily on customer service. Greater competition, even in mature markets, and increasingly demanding consumers have moved service and the customer experience up the business agenda. The rise of social media has also provided a global channel where customers can quickly share their views, redrawing the relationship between consumers and brands...
What will the customers of the future demand? That was one of the topics discussed at the latest Eptica UK Customer Day, held in London on Tuesday 25th June. As well as an update on Eptica’s future roadmap, attendees heard first hand from customer Easyroommate on how it has transformed service in 37 countries, reducing inbound calls by 75% and increasing First Call Resolution to over 90%. Th...