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6 Top Trends Driving Customer Expectations

Published on: August 27, 2014
Author: Pauline Ashenden - Demand Generation Manager

Every business understands that today’s customers are demanding more – and are happy to move to the competition if they don’t receive what they are looking for. However, breaking these demands down into specific areas can be difficult, so those involved with customer experience should take a look at a recent Forbes blog post by customer service expert Micah Solomon as it gives mo...

A Shock to the System?

Published on: July 16, 2014
Author: Lloyd Buxton - Business Development

Figures released this week by the Energy Ombudsman show that complaints against energy companies in the UK are at their highest ever level. They more than doubled, from 10,598 in the first six months of 2013 to 22,671 in the same period of 2014. 84% of complaints related to billing and this news follows previous large fines for misselling for a number of utilities.Driven by a desire to open up the...

Delivering patchy performance - UK retailers and customer service

Published on: July 02, 2014
Author: Lloyd Buxton - Business Development

The UK retail landscape has changed radically in the last ten years. The rise of the internet, new competition, increasingly demanding consumers and the slowdown caused by the recession have triggered the demise of many long-standing players, transforming the sector.How are the UK’s top retailers coping with these challenges? To find out, the Eptica Multichannel Customer Experience Study eva...

The UK insurance customer experience – struggling to deliver?

Published on: June 20, 2014
Author: Pauline Ashenden - Demand Generation Manager

Insurers in the UK are under unprecedented pressure. Margins have been slashed by the rise of the internet and price comparison sites, competition is growing, customer loyalty is at an all-time low and claim costs and regulation are both increasing.Against this backdrop,the balance of power is shifting overwhelmingly in favour of consumers. They expect more, for less – and want answers faste...

The UK versus France – the five key customer experience differences

Published on: June 06, 2014
Author: Olivier Njamfa - CEO & Co-Founder

As part of a global company I see the increasing importance of the customer experience to businesses in different sectors, all around the world. However, there are also major differences when it comes to preferred local channels, specific requirements and, in some cases, technology.These differences are visible even between two mature markets such as the UK and France. Following the release of the...

Web Chat: Time for UK brands to reap the benefits  

Published on: May 21, 2014
Author: Pauline Ashenden - Demand Generation Manager

Web chat is growing rapidly in popularity with studies consistently showing that this service is highly valued by customers. For example, a 2013 survey by eConsultancy found that web chat had the highest satisfaction levels for any customer service channel, scoring 73%, compared with 61% for email and 44% for phone. Speed (79%) and efficiency (46%) were the top reasons given for its popularity. A ...

Booking last minute breaks – exploring the travel customer experience

Published on: May 14, 2014
Author: Pauline Ashenden - Demand Generation Manager

With summer approaching (and another bank holiday imminent), getting away from it all is becoming uppermost in many people’s thoughts. And that means turning to the internet, which has radically changed the structure of the travel industry now that the majority of transactions happen online. Whether it is holidaymakers creating their own tailored trip or consumers comparing holiday companies...

Is there anyone delivering an excellent customer experience?

Published on: April 02, 2014
Author: Lloyd Buxton - Business Development

Everyone understands the importance of the customer experience to increasing loyalty and attracting new business, but how do UK brands fare in practice? Not that well, according to the first Forrester UK Customer Experience Index (CXi). Most of the 2,000 UK consumers it researched rated their experiences with 28 leading brands between ‘very poor’ and ‘OK’ – and no bra...

4 ways customer service can make Mother’s Day special

Published on: March 28, 2014
Author: Pauline Ashenden - Demand Generation Manager

Over the years the importance of celebrating Mother’s Day has grown, and it is now one of the busiest periods for sending flowers outside Valentine’s Day. Britons spend an average of £12 each on gifts for their mothers, although research shows that this rises to £53 in Liverpool.However, there is one major difference with other celebrations such as Christmas. Mother’s...

What’s the state of the UK customer experience? 8 Key Findings

Published on: March 26, 2014
Author: Olivier Njamfa - CEO & Co-Founder

In an increasingly competitive economy, delivering the best customer experience is crucial for organisations looking to win new business and retain existing customers. However it has never been more difficult. Customers are demanding more, across an increasing range of channels and are swift to punish those that don’t deliver – either via social media or by moving their business elsewh...

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