Eptica

AUGUST 11, 2015

Date: Wednesday, August 12, 2015 The importance of emotion to customer engagement. Published on: August 12, 2015. Customer service is no different. We’ve all had good and bad customer experiences where emotional engagement (or disengagement) has radically changed the interaction.

Customer Engagement 48

Customer Engagement Engagement Social Media Sports 48

Tricia Morris

OCTOBER 1, 2015

But are customer service preferences and expectations? The 2015 Global State of Multichannel Customer Service Report published by Parature, from Microsoft and Microsoft Dynamics CRM shows that geography does play a role in customers’ views on service. Global Similarity Highlights. Download the Full Report.

Self Service 40

Self Service Customer Expectations Report Customer Service 40

Comm100

MAY 4, 2022

In this article, you’ll see why credit union digital transformation must be a priority and how credit unions can accelerate their digital transformation with the introduction of digital customer engagement software and tools. This improves CX while also increasing engagement with potential members. This has two major benefits.

Chatbots 197

Chatbots How To Omni-Channel e-support 197

Beyond Philosophy

NOVEMBER 18, 2014

The least Customer-focused companies either don’t have any one person who owns it, leaving each department to determine their way of doing things or let Customer Experience happen by chance. How do you use Social Media to enhance the experience? Social media is a great channel for enhancing the Customer Experience.

Customer Centricity 129

Customer Centricity Omni-Channel Net Promoter Score Strategy 129

Eptica

DECEMBER 1, 2015

Date: Wednesday, December 2, 2015 The importance of customer service to midsize businesses. Published on: December 02, 2015. Given these challenges, how are they coping with becoming more customer centric? There should be agent tools and customer tools, designed on a common platform.

Customer Service 48

Customer Service Social Media CRM Contact Center 48

Experience Investigators by 360Connext

DECEMBER 11, 2014

How Developed is Your Customer-Centric Strategy for 2015? Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

Beyond Philosophy

NOVEMBER 6, 2014

This step tests the resolve of senior management to sacrifice time and resources to creating the Customer Experience that everyone agreed upon to deliver. Hiring Customer-Ready Employees. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

Eptica

SEPTEMBER 30, 2015

Date: Wednesday, September 30, 2015 The widening UK customer experience gap. Published on: September 30, 2015. The rise of social media and increasingly demanding customers has changed all of this. The rise of social media and increasingly demanding customers has changed all of this.

Omni-Channel 48

Omni-Channel Customer Experience Social Media Knowledge Base 48

Eptica

APRIL 18, 2016

Its latest data found that the total volume of telecoms and pay TV complaints decreased between Q3 and Q4 2015. The only sector where issues grew was pay monthly mobile, where the average rose to 10 complaints per 100,000 customers, from 8 in the previous quarter. Share this page on: Tweet. Share this page on: Tweet.

Customer Service 48

Customer Service Social Media Poor Customer Service Consumers 48

Eptica

OCTOBER 6, 2015

Date: Tuesday, October 6, 2015 How to prevent utility customer service delivering a shock. Published on: October 06, 2015. Author: Michael Cheung Recent research from charity Citizens Advice found major differences between how UK utilities handle customer service. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Social Media Contact Center 48

ProProfs Chat

FEBRUARY 13, 2020

To help you understand this further, we’ve put together a list of 60+ customer loyalty statistics that have been divided into the following categories: Customer Loyalty Program Statistics. Benefits of Improving Customer Loyalty. Customer Loyalty B2B Statistics. Social Media & Customer Loyalty.

Loyalty 109

Loyalty Loyalty Programs Social Media Retail 109

Eptica

SEPTEMBER 18, 2015

Date: Wednesday, September 23, 2015 Why customer service is still vital in the supermarket price war. Published on: September 23, 2015. This gap between best and worst replicates Eptica’s findings in the 2015 UK Multichannel Customer Experience Study. This extends to the service that customers expect.

Self Service 48

Self Service Customer Service Social Media Knowledge Base 48

Eptica

SEPTEMBER 10, 2015

Date: Friday, September 11, 2015 What the latest Apple launch tells us about customer service. Published on: September 11, 2015. Web customer service Online, performance in the sector dropped, from answering 70% of questions in 2014 down to 67% in 2015. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Social Media Retail 48

Eptica

SEPTEMBER 9, 2015

Date: Wednesday, September 9, 2015 Making a success of Twitter customer service. Published on: September 09, 2015. Author: Michael Cheung The immediacy and reach of Twitter means it has become a vital channel for customer service. times over the past two years. Share this page on: Tweet. Share this page on: Tweet.

Customer Service 48

Customer Service Social Media Contact Center B2C 48

Eptica

AUGUST 14, 2015

Date: Friday, August 14, 2015 The 10 steps to digital customer experience success in banking. Published on: August 14, 2015. The internet also underpins social media, which provides aggrieved customers with a platform to broadcast their complaints to the wider world. Be totally multichannel.

Banking 48

Banking Self Service Social Media Customer Experience 48

Alida

JULY 28, 2016

To learn more about this topic, join us at the 2016 Customer Intelligence Summit , where Lauren Meewes, senior program manager of seller at eBay, and Catherine Makk, vice president of global insights at HarperCollins, will share how to use customer feedback to give context and meaning to big data. The big drawback of big data.

Data 100

Data Social Media Analytics Entertainment 100

Eptica

JULY 6, 2016

Providing a view into the industry, the UK Contact Centre Decision-Makers’ Guide from analysts Contact Babel provides a rich and detailed picture of the state of the contact center industry today, covering a variety of factors from technology investments, to the channels that customers prefer for making complaints.

Trends 49

Trends Customer Service Social Media Contact Center 49

Eptica

JUNE 8, 2016

Missing connections on email and social media The performance on email was particularly poor with just 30% of companies that were included in the study responding with successful answers, and an average reply time of over 44 hours. Turning to social media things were not much better. Share this page on: Tweet.

Travel 48

Travel Airlines Customer Experience Social Media 48

Eptica

DECEMBER 9, 2015

Date: Wednesday, December 9, 2015 5 Ways of improving handling times this Christmas. Published on: December 09, 2015. No wonder that 10% of pending interactions can be ‘chaser’ emails or social media messages. Research carried out by Eptica found that over half (58%) of U.S. Share this page on: Tweet.

Contact Center 48

Contact Center Social Media Self Service Knowledge Base 48

Eptica

NOVEMBER 11, 2015

Date: Wednesday, November 11, 2015 Comparing the retail customer experience in the United States and United Kingdom. Published on: November 11, 2015. Author: Pauline Ashenden Thanks to the internet, retail is a global industry, with companies now facing competition from peers around the world. Share this page on: Tweet.

Retail 48

Retail Self Service Customer Experience Social Media 48

Eptica

OCTOBER 5, 2015

Date: Monday, October 5, 2015 Linguistics – the key to customer centricity in APAC. Published on: October 05, 2015. Author: David Chew In an era of ever-more demanding consumers, organizations need to understand and engage with customers if they are to retain their business and loyalty. Share this page on: Tweet.

Customer Centricity 48

Customer Centricity Multi-Channel Self Service Social Media 48

Eptica

DECEMBER 16, 2015

Date: Wednesday, December 16, 2015 Customer service in a multigenerational world. Published on: December 16, 2015. Be multichannel While there is no direct correlation between age and the channels that customers want to use, the multigenerational world means that companies need to offer a full range of ways of making contact.

Customer Service 48

Customer Service Social Media Contact Center Transportation 48

Eptica

NOVEMBER 27, 2015

Date: Friday, November 27, 2015 Mobile – at the heart of the customer experience. Published on: November 27, 2015. Author: James Gladwish According to new academic research people check their smartphones 85 times a day and use them for a daily average of 5 hours. Share this page on: Tweet.

Customer Experience 48

Customer Experience Social Media Contact Center Consumers 48

Eptica

MARCH 18, 2016

Static performance Overall, the UK research found minor changes in performance since 2015, with the total number of questions answered on the web, email and Twitter remaining static at 55%. 10% fewer companies allowed non-customers to email them compared to 2015. However, performance varied. Share this page on: Tweet.

Retail 48

Retail Self Service Customer Service Entertainment 48

Eptica

SEPTEMBER 3, 2015

Date: Friday, September 4, 2015 Why your CEO should work a shift in the contact center. Published on: September 04, 2015. Author: Anne-Merete Jensen In competitive markets, customer service is often the most important differentiator. So, how do you make customer service everyone’s job, without creating complications?

Contact Center 48

Contact Center Chief Customer Officer Social Media Knowledge Base 48

Eptica

OCTOBER 21, 2015

Date: Wednesday, October 21, 2015 3 ways of reducing customer query volumes. Published on: October 21, 2015. This rising volume of customer interactions, covering everything from questions about products and post-sales queries, to complaints and positive feedback , threatens to overwhelm many organizations.

Self Service 48

Self Service Social Media Contact Center Knowledge Base 48

Second to None

MAY 15, 2018

What’s even more interesting, there are some products which managed to override branding and become generic terms used for a whole class of products. distrust social media. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. How to measure brand equity?

Measurement 59

Measurement Brands How To Social Media 59

Eptica

APRIL 26, 2016

Companies in France seem keen to engage with customers more via the telephone – 87% provided a contact number (up from 84% in 2015), with many sites even suggesting the best times for consumers to call. In France however the web still lags behind, only able to provide answers to 55% of queries. Share this page on: Tweet.

Self Service 48

Self Service Customer Experience Social Media Knowledge Base 48

Experience Investigators by 360Connext

JULY 9, 2015

A photo posted by Pink Bows & Twinkle Toes (@pinkbowstwinkletoes) on Jul 8, 2015 at 8:51am PDT. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. #julepmaven #mavenunboxing #julep #nailpolish #subscriptionbox #subscription #july #unboxing. I canceled Julep via email, too.

Social Media 110

Social Media Consulting Customers Policies 110

Feedbackly

SEPTEMBER 26, 2018

Research from Salesforce tells us that 75% of people now expect a consistent experience wherever they engage with brands – be it through social media, mobile, or in person. The ROI of Good Customer Experience. Customer Loyalty and Lifetime Value. How do you make your customers happy? Revenue Growth.

Customer Experience 56

Customer Experience Social Media Feedback Customers 56

Experience Investigators by 360Connext

JANUARY 30, 2015

This is a Public Service Announcement: Good guys don't finish last in customer service! Who came up with the most creative social media campaign or packaging design for bandages? Why Customer Support Email Should Be Considered Sacred. Added by Anne Reuss on Jan 30, 2015. Added by Anne Reuss on Sep 03, 2014.

Customer Service 110

Customer Service e-support Social Media Leadership 110

Steve DiGioia

DECEMBER 5, 2016

an independent research and publishing firm focused on customer-centric business management, and Founder/Editor-in-Chief of CustomerThink.com, the world’s largest community dedicated to customer-centric business. Bill has over thirty years of luxury hotel resort, and club management experience. Bob Thompson.

Industry 100

Industry Culture Metrics Customer Centricity 100

Experience Investigators by 360Connext

DECEMBER 29, 2014

Leaders of all types of organizations began to walk the talk around improving their customer experience. Are you ready to make 2015 even better? Prevent customers from making negative associations with your brand by creating positive microinteractions. 5 Most Awful Customer Experience Solutions of All Time.

Customer Journeys 300

Customer Journeys Customer Experience Touchpoint Social Media 300

Experience Investigators by 360Connext

APRIL 7, 2015

Lindsay Lare Cooper (@LindsayLCooper) March 23, 2015. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Airlines 110

Airlines Customer Experience Travel Hotels 110

ClearAction

SEPTEMBER 28, 2015

For example, when we buy something the farthest things from our minds are that it might not work as expected, or how it will be to call customer service, or the surveys we'll be invited to answer, or recommendations we'll be encouraged to make, and so forth. Customers and executives alike will become impatient. Probably not.

Customer Experience 48

Customer Experience ROI Customer Experience Management Government 48

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. Our services team has helped with over 1,000 customer experience management initiatives.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120