Three books that highlight the importance of the Voice of the Customer
Published on: March 27, 2019
Want to improve how you listen to the Voice of the Customer? Start by reading these 3 key books on the subject...
Voice of the customer
How does CX impact brand trust?
Published on: March 21, 2019
Trust is central to any brand’s relationship with its customers. 9 out of 10 consumers will change supplier if they lose trust in a company. Yet brands are failing to build trust through basic customer service mistakes, according to the newly published 2019 Eptica Digital Trust study.
5 books to help you build trust across the customer journey
Published on: February 27, 2019
Want to learn about improving your CX and Voice of the Customer programs? Our latest blog highlights 5 must read books to build trust and successfully map the customer journey...
Improving the experience with actionable customer intelligence
Published on: February 13, 2019
One of the biggest challenges for Voice of the Customer (VoC) programs is ensuring that they deliver tangible ROI for a business. How can they go beyond simply collecting feedback to drive real action? We explore how two major businesses are achieving VoC ROI.
Why focusing on CX is key at times of change
Published on: February 06, 2019
Most industries today are radically different compared to 20 or even 10 years ago. This disruption means that established businesses have been forced to focus on how they can change and restructure themselves in order to compete and survive. How can you overcome the risks posed by change and restructuring? Here are 3 key considerations – all focused on CX...
4 reasons email is on the rise in 2019
Published on: January 23, 2019
In an era dominated by social media and smartphones, it is easy to write email off as yesterday’s channel when it comes to customer service. However, this is far from the truth – rather than declining, email usage is actually increasing. How can brands deliver what customers want on the channel?
Why 2019 is all about trust for brands and consumers
Published on: January 16, 2019
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.
Reviewing 2018 – our top 10 blog posts from the year
Published on: January 09, 2019
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!
How good is Santa at Customer Experience?
Published on: December 18, 2018
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?
Can your customers trust you? GDPR and CX - six months on
Published on: November 28, 2018
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?