Blog

Delivering the right customer experience

Published on: March 01, 2013
Author: Epticablog

There’s a lot of talk about the need to provide consumers with a superior customer experience. But how do organisations begin to implement a customer experience programme, who should be in charge and how does it differ from existing customer service activities?Eptica’s own research has highlighted a pressing need to improve the customer experience. The 2012 Eptica Multichannel Customer...

Learning to engage with customers

Published on: February 26, 2013
Author: Epticablog

Successfully engaging with customers is critical to every organisation. Whether private or public sector, everyone needs to deliver the best possible experience to their stakeholders if they want to survive and flourish in today’s challenging economy. And the responsibility for delivering customer engagement spans the whole company – from customer service to marketing, sales and operat...

Lifting the gloom on the High Street

Published on: February 21, 2013
Author: Epticablog

Amidst all the bad news on the high street there is one bright spot when it comes to physical retailing – the shopping centre. Despite national figures that show 1 in 7 British shops are currently unoccupied, there is major growth in high end shopping centres that act as destinations for consumers. In fact rents are rising by 5-6% in larger centres with very few shops left empty and multiple...

Eptica Positioned in Magic Quadrant for CRM Web Customer Service Applications

Published on: February 18, 2013
Author: Epticablog

Eptica has been named in Gartner’s February 2013 Magic Quadrant for CRM Web Customer Service (WCS) Applications, marking the third consecutive year that the company has been included in the Magic Quadrant which contains just 13 companies worldwide.This continued inclusion follows a year of accelerating growth for Eptica. In 2012 the company raised £5.7m in a new funding round from new ...

The horse meat scandal and customer service

Published on: February 15, 2013
Author: Epticablog

With the discovery of horse meat within a number of processed foods, it is no exaggeration to say that the European food industry is facing one of its biggest challenges since the BSE epidemic. While horse meat itself is safe to eat (unless the horse had been treated with particular drugs), consumers believed they were buying beef-based ready meals and burgers from reputable suppliers and supermar...

How good are UK insurers at successfully delivering the online customer experience?

Published on: February 13, 2013
Author: Epticablog

Insurance is an industry that has been radically changed by the rise of the internet. The move online has increased competition, particularly with the growth of price comparison sites which have slashed margins and made customer loyalty a thing of the past. But moving to this new, multichannel, customer-centric and low margin world is proving to be a major struggle for many insurers still hampered...

Changing the skills mix in customer service

Published on: February 07, 2013
Author: Epticablog

When contact centres first opened they focused overwhelmingly on the telephone channel – indeed most were referred to as call centres for that very reason. As customer service has developed and become multichannel, email, web, chat and now social media have been added to the customer service mix, all normally handled by the same contact centre.However, the growth of multichannel service does...

Flying the flag for Jubilee customer service

Published on: May 30, 2012
Author: Epticablog

The Queen’s forthcoming Diamond Jubilee celebrations have the potential to deliver a much-needed shot in the arm for UK companies. As a one off event they can provide additional revenues, particularly for retailers, travel companies, the tourism sector and anyone involved in creating and selling royal memorabilia. There is even the possibility that the feel good factor of a double Bank Holid...

Banks vs retailers in credit card customer service

Published on: February 06, 2013
Author: Epticablog

There are many similarities between banks and retailers. Both sectors have large, geographically spread branch/shop networks, and in many cases are facing the same challenge of balancing online and offline channels to meet changing consumer needs.As part of their strategy retailers have aggressively been moving into new markets – offering everything from insurance, bank accounts and telecoms...

Measuring brands on social customer service

Published on: February 01, 2013
Author: Epticablog

The need for customer service teams to embrace social media is growing, as more and more consumers use the likes of Twitter and Facebook to ask questions, complain and share their experiences of brands. In our own research we’ve seen that more and more UK companies are now making social media part of their strategy. The 2012 Eptica Multichannel Customer Experience Study found that 70% and 64...

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