In today’s ultra-competitive markets, successful businesses understand that customer service is everyone’s job. Whether you are the CEO, staff the contact center, are a delivery driver or work in a store, you contribute to how consumers view your company. Brand reputation can be destroyed by factors as diverse as a security breach, poor public relations or even an ill-judged tweet by a...
Retailers face growing market challenges. Despite the UK climbing out of recession, consumer confidence is still fragile and likely to remain so in the face of a number of uncertainties on the horizon; a potential hung parliament, eurozone worries and interest rate rises. It’s not surprising that shoppers are still price sensitive, and are happy to move to rivals.
Think like a customer and value their time if you want to win and retain their business. These are the headline findings of recent research from Forrester, which looked at changing customer expectations and channel preferences.
Eptica recently released the 2015 Multichannel Customer Experience Study, looking at the state of customer service provided by leading UK brands across the web, email, Twitter and chat channels. We’ve already discussed the topline findings of the Study in a previous blog, and this week I’d like to focus on the email channel, and how this has changed over time.Despit...
Customer service is critical for organisations across every industry. Consumers are now demanding the same high levels of service, whatever type of company they are dealing with. This means that they expect a utility or bank to provide a similar experience to a retailer – and are not shy at complaining if they don’t receive the service they want.This equally applies to the public secto...
As an industry, the travel sector has been radically changed by the internet. More and more journeys, whether by air or rail, are booked online, and the rise of social media and review sites has provided consumers with the opportunity to give their views on the service they receive. Passengers and guests are consequently becoming more and more demanding when it comes to the customer experience.Rec...
Over the past four years Eptica has been benchmarking the UK customer experience by evaluating 100 leading brands on their ability to provide answers to routine questions via the web, email, Twitter and web chat.
In 2011 Gartner predicted that by 2020, 85% of customer relationships would be run without human intervention. At the time it seemed a startling target, but in just four years self-service has become the norm for many transactions. For example, how many of us actually phone or visit a bank branch? And if we do, it tends to be just to pay in or take out money through a machine. ...
We live in a multichannel world, where customers are demanding answers to their questions through an ever-increasing range of channels. It is therefore vital that brands are able to deliver the right experience, through the consumer’s channel of choice, if they want to retain customers, deepen relationships and build a strong, well-respected brand.At the same time, organizations have to ensu...
In today’s time-poor world, consumers increasingly pick who they buy from, and what channel they use, based on ease of use. This can be seen in the growth of local shopping at the expense of out of town supermarkets, as well as the rise of techniques such as Click and Collect that make it simple to pick up online purchases at a convenient location.