Blog

How to future proof retail customer service

Published on: April 27, 2012
Author: Epticablog

Competition in retail has never been harder – and the pace of change is ever accelerating. Just as traditional bricks and mortar shops have evolved to have a web presence, they are now faced with the challenge of integrating other new channels, such as social commerce and mobile into their strategies.While social commerce is still in its infancy, customers are increasingly looking to interac...

Delivering the right customer experience

Published on: May 01, 2012
Author: Epticablog

The technology behind better managing customer interactions is now a top 10 priority for CIOs, according to a new survey from Gartner. This rise up the rankings is being driven by a focus on improving the customer experience, particularly in the current recession, as well as the growing need to factor social media into company strategies. There’s also a major growth in the deployment of cust...

Why retailers shouldn’t ignore social media commerce

Published on: May 03, 2012
Author: Epticablog

When Facebook launched its e-commerce platform, a huge number of high profile retailers opened virtual stores on the social media network. Since then many of these have closed amidst poor customer take-up – for example recent research found that just 2% of French consumers would buy through Facebook. However new retailers are still opening F-commerce stores and niche boutiques are recording ...

Cutting car customer service complaints

Published on: March 14, 2012
Author: Epticablog

Over the years the car industry has had a mixed reputation for customer service. For example individual garages have been caught charging for MOT work that didn’t need doing while in other cases second-hand cars have broken down the moment the warranty runs out.So it is good to see a government and industry-backed initiative that promises to prioritise customer service in the sector. Called ...

Moving telecoms customer service online

Published on: November 11, 2011
Author: Epticablog

Telecoms companies have historically had a poor reputation for customer service, something that our own research unfortunately verifies. Previously with little difference between service levels amongst telcos, customers didn’t have much choice, so there was little incentive to invest.However this is changing as new entrants and technologies disrupt the traditional telecoms market. On the bac...

How business leaders are fighting the battle against customer churn

Published on: May 09, 2012
Author: Epticablog

This is a guest blog post from Jo Causon, chief executive of the Institute of Customer Service, the professional body for customer service.We live in an age of ‘austerity spending’, where businesses have to work harder than ever to hang on to their customers.Last year we commissioned research that concluded that the average cost to replace a lost customer is around £6,500 and 56 ...

The cost of customer service failure

Published on: June 29, 2011
Author: Epticablog

Failing to answer customer service queries has an obvious impact on an organisation – customers and prospects get upset and vote with their wallets, leading to a loss of sales and a dent to the brand. Nowadays more and more consumers also broadcast their concerns on social media, generating further impact on company reputation.What is less well-explored is the other consequence of customer s...

Listening to customers on social media

Published on: May 16, 2012
Author: Epticablog

New research from American Express demonstrates the growing importance of social media to customer service. The US survey found that companies that resolve queries and complaints through Facebook and Twitter saw 21% more sales than those that just relied on the phone or via email. 17% of consumers are now using social media for customer service, with 20% of them turning to social media first befor...

Water, water everywhere…….

Published on: May 18, 2012
Author: Epticablog

Water is a constant topic of conversation across the UK. We complain about having either too much or too little rain and currently seem to have the worst of both worlds, with the wettest drought on record.Leaving the weather aside, utilities in the water sector are now facing tougher sanctions if they don’t deliver excellent customer service. Industry regulator Ofwat has introduced the Servi...

Highlighting the UK’s worst retailers

Published on: May 23, 2012
Author: Epticablog

Competition is increasingly tough in the retail sector, with the last few weeks having seen the likes of Clinton Cards going into administration. With spending down, consumers want to maximise how far their money goes – but good service is also central to the experience and retaining their custom.So new research from Which? will make worrying reading for some hard-pressed retailers. It surve...

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