Millennial

Customer service expectations – comparing Asia and the West

Published on: July 19, 2017
Author: Vincent Giraud - Business Development Manager

Across the world consumer expectations are continually rising when it comes to the service they receive from organizations. However, there are still significant differences between what consumers demand in different regions and cultures. All of these differences affect what local customers expect – and therefore the levels of service they receive.

How autonomous customers are driving customer experience

Published on: May 25, 2017
Author: Pauline Ashenden - Demand Generation Manager

The relationship between customers and brands has fundamentally changed. Consumer expectations are continually rising, and much more of the customer journey is now self-directed, across multiple different channels. When they do make contact, these ‘autonomous customers’, as BT has described them in a global research study, want fast, accurate service that minimizes their effort

What were the top customer service trends of 2016?

Published on: January 12, 2017
Author: Pauline Ashenden - Demand Generation Manager

As we move into 2017, now is a good time to review last year and use the insight to plan for the future. What were the big trends and how will they evolve moving forward? To help we’ve analyzed all 100+ posts published on the Eptica blog in 2016, and picked a top ten, based on a combination of readership and industry feedback.

Connecting with your customers across APAC

Published on: November 09, 2016
Author: Vincent Giraud - Business Development Manager

Traditionally brands have segmented their customer bases by demographic factors such as age, and used this information to drive specific customer experiences for each group. However, this only goes so far, as age isn’t always a good guide to customer needs. For example, 45% of APAC consumers are millennials, but that doesn’t mean they all have the same needs, wants and desires.

What do millennials expect from customer service?

Published on: July 20, 2016
Author: Guest author: Chloe Hacquard

We hear a lot about the impact of millennials on customer service, and how they are driving change in customer service. We asked guest author and millennial Chloe Hacquard for her perspective.Millennials expect five things as standard from customer service:1. Being on social media and responding as fast as possibleIf there is an issue, the company concerned is already in a bad position. And, if at...

Delivering what US consumers want

Published on: July 08, 2016
Author: Chris Eideh - North American Sales Executive

Knowing your customers is at the heart of designing and delivering the right experience to engage with them successfully. So, McKinsey’s recent US Customer Sentiment Survey should be required reading for anyone involved in customer experience. First run in 2008 and based on a representative sample of consumers, it tracks how people feel about their financial prospects and...

Using email customer service to build emotional engagement

Published on: February 09, 2016
Author: Steve Nattress

Email has been a mainstay of customer service since its inception, providing a digital alternative to the telephone for consumers. Despite the growth of other digital channels, such as social media and chat, it continues to thrive – 69% of people still want to contact companies through email, according to Forrester. In some sectors (such as retail), ...

Meeting Millennial Customer Expectations

Published on: February 05, 2016
Author: Neil Cox - Account Manager

In 2015 the US Census Bureau reported that Millennials outnumbered Baby Boomers for the first time, meaning they now make up a quarter of the population. Here’s the breakdown: 1 million Millennials (born 1982-2000), 66 million Generation X (born 1965-1982), 4 million Baby Boomers (born 1946-1964). We’re currently at a tipping point, as more and more Millennials...

Customer service in a multigenerational world

Published on: December 16, 2015
Author: Dharmesh Ghedia

Housing demographics are changing across the world, driven by longer lives and the increasing cost of getting onto the property ladder. In the United States 4 out of 5 households don’t fit the traditional mold of two parents and pre-college kids, with a growing number containing multiple generations, such as grandparents or boomerang children that have left, then returned home...

Meeting the customer service needs of APAC millennials

Published on: September 03, 2015
Author: Vincent Giraud - Business Development Manager

The rise of the millennial generation (those born between the 1980s and 2000) is being felt around the world. As the spending power of millennials (also known as Generation Y) grows, companies are having to evolve in order to meet their particular needs. This is particularly true in Asia Pacific – by 2020 the region will be home to 60% of the world’s millennial population...

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