As we come to the end of a busy 2017 it is a good time to review the year, and in particular to look at the most important developments in customer experience over the last 12 months. What were the hot topics and what were the major changes in the market? Based on the topics covered in the Eptica blog that received the most interest, we’ve put together a top 7 posts from across 2017.
Anne-Sophie Pouyau, Head of International & European Customer Service, L’Occitane explains how the company is delivering a consistent global customer experience with Eptica
Winning and retaining customer loyalty is vital for every business. In the face of increasing competition and more demanding consumers, organizations therefore need to go beyond simply delivering excellent service and put customers at the heart of what they do. They must provide a consistent, high quality and personalized experience across every channel and touchpoint.
Good customer service leads to happier, more loyal customers who stay with you longer, spend more and are more likely to recommend your business to family and friends. However, it can be difficult to measure the exact impact of individual customer service interactions on these metrics, leading to the contact center being seen as a cost, rather than a department that boosts the bottom line.
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...
In an era of ever-more demanding consumers, organizations need to understand and engage with customers if they are to retain their business and loyalty. Research backs up this need for empathy. An Eptica study found that 78% of consumers said they had been frustrated by responses that didn’t answer their question, while nearly a third (31%) complained that replies from companies failed to...
Eptica customer L’Occitane has been recognised for the strength of its customer service, ranking first in the prominent 2014 Qualiweb/Stratégies index for email and fourth in the category for social media. It is the only brand to feature in both categories, demonstrating the strength of its multichannel service and consistency of its approach. Running since 1998 and organised by independent...
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...