Royal Bank of Scotland

Dealing with a customer service crisis in a 24 hour world

Published on: July 24, 2013
Author: Epticablog

Modern consumer electronics are incredibly complex – essentially specialised computers that rely on the latest software to function. They need to interact with an increasing number of other devices around them to provide consumers with the experience they are looking for. And to compete with other vendors, manufacturers have to continually develop their functionality, which often means updat...

Banks vs retailers in credit card customer service

Published on: February 06, 2013
Author: Epticablog

There are many similarities between banks and retailers. Both sectors have large, geographically spread branch/shop networks, and in many cases are facing the same challenge of balancing online and offline channels to meet changing consumer needs.As part of their strategy retailers have aggressively been moving into new markets – offering everything from insurance, bank accounts and telecoms...

Commissions and customer service

Published on: September 07, 2012
Author: Epticablog

The financial services industry is currently facing major issues when it comes to customer service. Following scandals such as the misselling of products such as Payment Protection Insurance (PPI) and major technology problems at RBS, consumer confidence is at an all time low. No wonder that an increasing number of customers are looking to take their business elsewhere.As part of its remit to prot...

Customer service? There’s an app for that

Published on: July 25, 2011
Author: Epticablog

Last week Apple announced record quarterly results, with revenues of nearly $30 billion. The figures include sales of 9.2 million iPads, triple the number sold a year ago. Apple also revealed that 47% of Global Fortune 500 companies were testing the tablet ahead of potential adoption.Clearly, the iPad in particular and tablet computers in general are here to stay. So what does this mean for custom...