Customer service authority Micah Solomon explains how you can successfully build mental muscle memory and ensure your agents automatically put the customer first in everything they do.
Customer experience is important to every industry, but particularly vital for retail. Fierce competition, exacerbated by the rise of ecommerce, means it is increasingly important for retail companies to differentiate themselves. And with many stores often selling the same products, customer experience is a more appealing way of differentiating than competing on price...
As we enter 2016, I’m already seeing plenty of predictions about what the year will bring for the customer experience and customer service markets. However, before exploring some of these trends in future blog posts, I’d like to take the opportunity to review 2015 – specifically some of the most popular topics covered by the Eptica blog.Looking through the posts that had the most...
Social media has radically changed the relationship between brands and consumers. Today customers increasingly expect companies to quickly answer questions and queries via social networks such as Twitter and Facebook. Additionally, they are accustomed to leaving feedback through reviews sites such as TripAdvisor and Yelp. In fact, a J.D. Power study found that two thirds of customers who contacted...
Every business understands that today’s customers are demanding more – and are happy to move to the competition if they don’t receive what they are looking for. However, breaking these demands down into specific areas can be difficult, so those involved with customer experience should take a look at a recent Forbes blog post by customer service expert Micah Solomon as it gives mo...
Organisations can find it difficult to deliver a consistently good customer experience across every channel and every interaction. Customer expectations are constantly rising, and the growth in enquiries, often through unstructured digital channels, increases the pressure on businesses to perform, time after time.A good starting point for meeting these needs is to break the customer experience dow...