Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? Published on: January 06, 2016. Author: Olivier Njamfa 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.

Self Service 48

Self Service Customer Experience Social Media Insurance 48

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Eptica

JANUARY 8, 2016

Date: Friday, January 8, 2016 5 customer experience lessons from the 2015 Holiday Shopping season. Published on: January 08, 2016. However, not every retailer will have felt the benefit, as consumers focused on those that provided the right combination of customer service, price and stock availability.

Self Service 48

Self Service Customer Experience Ecommerce Social Media 48

Forrester

JUNE 21, 2016

In 2015, we explored whether customer experience really matters to business success or whether CX is just the latest hype. Our conclusion: superior CX drives superior revenue growth in industries where customers are free to switch business and competitors deliver a differentiated customer experience.

Customer Experience 75

Customer Experience Airlines CRM Sales 75

Eptica

APRIL 29, 2016

Date: Friday, April 29, 2016 Insurers struggling to connect with customer service. Published on: April 29, 2016. Greater competition and the rise of price comparison sites are impacting revenues and margins, while customer loyalty is a thing of the past. In 2015 just half gave accurate answers.

Insurance 48

Insurance Connections Customer Service Self Service 48

Esteban Kolsky

MARCH 2, 2016

I am as tired of telling you not to embark on Social Customer Service as you are of telling me I am a grouchy old man and I don’t get it. no problem – but still… don’t do social customer service. Source: NICE & BCG 2016 CUSTOMER SURVEY. Excerpt below, and link at the bottom.

Customer Service 60

Customer Service Social Media Case Study Study 60

Eptica

JANUARY 20, 2016

Date: Wednesday, January 20, 2016 Looking into the customer service crystal ball. Published on: January 20, 2016. Author: Robin Tandon Having recently looked back on customer experience in 2015 , what is predicted for the coming year? Eptica research backs up the need to make self-service easier.

Self Service 48

Self Service Customer Service Contact Center CRM 48

Tricia Morris

FEBRUARY 19, 2016

Customer expectations are changing and growing just as rapidly as the channels and technology consumers are empowered with to engage, encouraging (if not demanding) that brands and organizations embrace a strategy of non-stop, customer-centric adaptation. 2015 Aspect Consumer Experience Survey ).

Self Service 40

Self Service Customer Service Contact Center Omni-Channel 40

Helen Dewdney

DECEMBER 17, 2018

What is important to me, as a consumer champion, is how companies deal with the mistakes and get them resolved. But you should know that this does not matter as if you have any issues up to 6 years after purchase consumer law is still on your side. So, I wrote to customer services. Companies always make mistakes.

Customer Service 54

Customer Service Course Policies Consumers 54

Kayako

DECEMBER 31, 2015

2015 saw the support community talk a lot about making things easier for the customer through both customer experience and communication. A lot of posts have centered around studying the very metrics that you should consider in building your self-service tools, and studying the metrics of how you use your helpdesk.

Self Service 72

Self Service Omni-Channel Net Promoter Score Multi-Channel 72

Eptica

APRIL 18, 2016

Date: Monday, April 18, 2016 Hanging on for telecoms customer service. Published on: April 18, 2016. Author: Pauline Ashenden In the past telecoms has gained a reputation for poor customer service. Its latest data found that the total volume of telecoms and pay TV complaints decreased between Q3 and Q4 2015.

Customer Service 48

Customer Service Social Media Poor Customer Service Consumers 48

Eptica

JUNE 1, 2016

Date: Wednesday, June 1, 2016 What is holding back chat in customer service? Published on: June 01, 2016. Author: Neil Cox Amongst consumers, chat is fast becoming a mainstream channel for customer service. For example in the 2014, 13% of companies claimed to offer it, and in 2015 this doubled to 26%.

Customer Service 48

Customer Service Knowledge Base Contact Center Consumers 48

Eptica

MARCH 31, 2016

Date: Thursday, March 31, 2016 Websites lead the way for UK customer service. Published on: March 31, 2016. Author: Dharmesh Ghedia With an increasing amount of our time spent online, company websites are now more often than not the first port of call for consumers looking for information from brands.

Self Service 48

Self Service Customer Service Entertainment Fashion 48

Tricia Morris

OCTOBER 9, 2015

It’s frightening to think just how much poor customer service can impact the customer experience and the overall reputation and bottom lines of brands and organizations. Recent consumer surveys have shown that just a single poor customer service experience can lead to the sudden demise of even the longest customer relationship.

Self Service 40

Self Service Customer Service Poor Customer Service Contact Center 40

Joe Rawlinson

JANUARY 27, 2016

With a saturation of marketing and advertising, companies rely more on consumer emotions to sell a product. But these four emotions and strategies are key ways to engage new customers in 2016. Quality decreased, customer satisfaction tanked and profits were squandered. Sentimental Marketing. So what happened?

Consumers 60

Consumers Marketing Advertising Hotels 60

Eptica

MARCH 18, 2016

Date: Friday, March 18, 2016 UK retail customer service failing to move forward. Published on: March 18, 2016. Transformed by the internet, new entrants and ever more demanding consumers, retailers cannot afford to rest on their laurels. 10% fewer companies allowed non-customers to email them compared to 2015.

Retail 48

Retail Self Service Customer Service Entertainment 48

Eptica

MARCH 11, 2016

Date: Friday, March 11, 2016 How good are UK brands at email customer service? Published on: March 11, 2016. However, UK brands are struggling to cope with the emails they receive , with performance overall worsening according to the latest Eptica Multichannel Customer Experience Study. There are over 4.35

Brands 48

Brands Customer Service Insurance Retail 48

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. Consumer patience is dwindling; we want better, more accessible products, and everything that we do seems to revolve around convenience. In other words, why invest in chasing after customer expectations when you could be shaping those expectations yourself?

Exceptional Customer Service 101

Exceptional Customer Service Customer Service Chatbots Hotels 101

Comm100

MARCH 8, 2017

Like customers, customer service experts come from a wide range of backgrounds, each with their own unique perspective and take on the industry. We have compiled the following list of customer service experts so that you don’t have to. Roy Atkinson. RoyAtkinson. Chelsea Krost. ChelseaKrost. Shep Hyken.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Provide Support

MARCH 9, 2016

Cleaning Customer Service from Inefficiencies. Inefficiencies in customer service affect not only the company’s profits and image, but contribute a lot to customer frustrations. Let’s take this opportunity to clean the relationships with our customers. © 2003 - 2015 Provide Support LLC. Read more.

Customer Service 40

Customer Service Multi-Channel Customers Report 40

Eptica

OCTOBER 4, 2017

Date: Wednesday, October 4, 2017 National Customer Service Week: The opportunity of Artificial Intelligence. Author: Neil Titcomb We’re now part way through National Customer Service Week (NCSW), which provides the industry in the US and UK with the chance to take stock, celebrate success and share best practice.

Self Service 68

Self Service Customer Service Contact Center Social Media 68

ijgolding

MARCH 22, 2017

If we take a step back and explore the rationale as to why the customer was given such an apex position, we can easily notice the wide range of substitute products available for each product we need or use. or Consumer companies like Unilever and P&G can be quoted as perfect examples. and Pepsi Co. billion in USA and $ 300.00

Omni-Channel 204

Omni-Channel Customer Experience Multi-Channel e-support 204

Eptica

JULY 27, 2016

Date: Wednesday, July 27, 2016 Is customer service investment actually delivering? Published on: July 27, 2016. This is backed up by damning new consumer research commissioned by fixed-fee UK estate agent YOPA. A good example of the benefits of overhauling customer service is budget airline Ryanair.

Customer Service 48

Customer Service Poor Customer Service Contact Center Airlines 48

Helen Dewdney

SEPTEMBER 4, 2018

It was a post about poor customer service and entitled Tesco – Phillip Clarke is no Sir Terry Leahy. As the blog developed and included more stories of complaints gaining redress and consumer advice, Tesco appeared more and more often. Helen continued to criticise Tesco in social media and her blog throughout 2015.

Case Study 60

Case Study Consumers Study Social Media 60

Eptica

JUNE 3, 2016

Date: Friday, June 3, 2016 Customer service in a mobile-first world. Published on: June 03, 2016. Time spent on mobile devices grew by 117% year on year between 2014 and 2015 and nearly half of all ecommerce transactions now take place on mobile devices. Consumers want to interact on new channels.

Self Service 48

Self Service Customer Service Social Media Ecommerce 48

Provide Support

MAY 17, 2016

According to McKinsey survey 70% of buying experiences are based on how the customers feel they are being treated. More and more companies put the customer service at the forefront today. Consumers get used to those technologies and when it comes to customer experience expect modern approach from businesses.

Infographics 50

Infographics Tips Customer Service Survey 50

ShepHyken

MARCH 17, 2017

This week on our Friends on Friday guest blog post my colleague, Paul Comarto, writes about how the use of text messaging and live chat are influencing customer service. As companies are making an effort to provide better customer service, they must look at every option for their customers. – Shep Hyken.

Customer Service 92

Customer Service How To Connections Social Media 92

Provide Support

MAY 4, 2016

Key Aspects of Customer Service Agent Training. Customer experience is now winning the leadership race to become the main business differentiator. Hence, the need to create a strong customer service team which will enable the delivery of great customer experience. © 2003 - 2015 Provide Support LLC.

Training 40

Training Customer Service Leadership Innovation 40

Tricia Morris

OCTOBER 19, 2015

CRMUG Summit 2015 landed record-setting attendance numbers recently with Microsoft Dynamics CRM users across sales, marketing and service converging to share use cases, tips and successes in their areas of expertise. Service is a Growing CRM Investment. Knowledge is Power in Service and Support.

Self Service 40

Self Service Wireless Customer Service CRM 40

Eptica

DECEMBER 23, 2015

Date: Wednesday, December 23, 2015 How customer service techniques can ensure a stress-free Christmas. Published on: December 23, 2015. Author: Pauline Ashenden With the holidays now nearly upon us, spare a thought for customer service teams who have to keep working right up to, and through, Christmas itself.

Customer Service 48

Customer Service Contact Center Knowledge Base Retail 48

Eptica

JANUARY 27, 2016

Date: Wednesday, January 27, 2016 Social customer service – why it is a continuous journey. Published on: January 27, 2016. Author: Michael Cheung All brands should now understand the importance of social media to customer service. Over 1 million people view tweets about customer service every week.

Social Media 48

Social Media Customer Service Contact Center Retail 48

Customer Enthusiast

JANUARY 3, 2016

With the New Year upon us, I was asked by a blogger to comment on trends that will influence customer experience in 2016. I have no crystal ball, but I can say this with certainty: In 2016 customers will be turned off by complex instructions, chronic delays, and shoddy quality. They’re like new! Happy New Year!

How To 40

How To Transportation Social Media Trends 40

Provide Support

SEPTEMBER 12, 2016

Customer Service Tips. Your customers like to be liked and to feel they are important. It tells customers who you are and how you feel and what kind of service to expect from you. In this blog post I would like to offer four customer service tips to greet your customers. Here they are: (.).

Tips 40

Tips Customer Service Competitive Advantage Customers 40

Eptica

FEBRUARY 12, 2016

Date: Friday, February 12, 2016 Has UK customer service turned a corner? Published on: February 12, 2016. Author: Derek Lewis In today’s fast changing world consumer expectations are continually rising. This means that delivering the right levels of customer satisfaction is a journey not a destination.

Customer Service 48

Customer Service Knowledge Base Contact Center Banking 48

Helen Dewdney

OCTOBER 26, 2016

by Ofcom for “serious and sustained breaches of consumer protection rules” Ofcom undertook two investigations lasting 18 months. The first was started on June 15 th 2015. Vodafone provided written representations to Ofcom on 1 July 2016. Refer to the correct consumer law. CISAS or Ombudsman Services.

Consumers 30

Consumers Financial Resources Training 30

Helen Dewdney

DECEMBER 17, 2018

How a company can provide good service. What is important to me, as a consumer champion, is how companies deal with the mistakes and get them resolved. But you should know that this does not matter as if you have any issues up to 6 years after purchase consumer law is still on your side. So, I wrote to customer services.

Customer Service 33

Customer Service Course Policies Consumers 33

Provide Support

AUGUST 30, 2016

It means that most businesses continue to use social media as a promotional marketing tool instead of a two-way customer communication channel. In fact social media has already become the preferred customer service channel for millennials, and it is growing in popularity for older groups too. © 2003 - 2015 Provide Support LLC.

Social Media 46

Social Media Infographics Brands Consumers 46