As we move into 2019, businesses are having to cope with unprecedented uncertainty. How can your brand win and retain consumer loyalty? It all comes down to trust – and these are the 5 foundations you need to start with.
As we come back to work after the holiday season and settle into 2019, it’s a good time to review last year and what we’ve learned. At the Eptica blog we’ve looked at all of our posts from 2018 and come up with a top 10 of the most popular and topical, based on the number of views, comments and general feedback. We hope you enjoy reading/re-reading them!
As we count down the days until Christmas, children all over the world are getting excited about the imminent appearance of Santa Claus, his reindeer, and his big sack of presents. But how good is his customer experience and what lessons can brands learn from him?
It is now six months since the May 25 deadline for General Data Protection Regulation (GDPR) compliance. How are brands now ensuring they are protecting, storing and using personal data?
Retailers don’t need reminding that the peak Christmas season is now upon us, with Black Friday and Cyber Monday already in full swing. Given the importance of Peak to retail success and ever-increasing competition, it is no exaggeration to say that this Christmas will be make or break for many companies. How can they ensure that they thrive?
Given the importance of understanding what consumers want, most brands focus heavily on listening to the Voice of the Customer (VoC). Research carried out for Eptica found that 78% of companies measure customer satisfaction, but that they struggle to get real value out of their programs. Here are 3 ways to deliver real value from Voice of the Customer insight....
Given the importance of customer experience to the bottom line, it is vital that brands understand how they are performing on a day to day basis. Not only does this enable them to measure their efficiency, but more importantly it provides insight that can be used to constantly improve how they operate, enabling them to meet continually rising customer expectations.
Talk of artificial intelligence is everywhere. Gartner’s latest Hype Cycle focuses on AI’s impact, highlighting how conversational platforms will transform customer experience. Here are 4 benefits that they bring...
Understanding the Voice of the Customer and using this insight to drive real improvements is critical to transforming the customer experience. Leading VoC platforms are embracing artificial intelligence to deliver detailed, scalable VoC analysis. How does AI help and what should you be looking for in AI-based VoC systems?
Given its importance, most organizations measure customer satisfaction, normally through Voice of the Customer (VoC) surveys. However, often these only provide topline data, showing you what is happening, but not the why. How can brands change this using AI?