Eptica

JULY 1, 2016

Date: Friday, July 1, 2016 Building a Customer Engagement Hub. Published on: July 01, 2016. Author: Pauline Ashenden Delivering a seamless, high quality customer experience is extremely complex. Orchestrating this changing landscape requires a new approach.

Customer Engagement 50

Customer Engagement Engagement Contact Center Retail 50

Eptica

SEPTEMBER 12, 2016

Date: Wednesday, September 14, 2016 Getting ready for Christmas – 5 areas for retailers to focus on. Published on: September 14, 2016. Author: Anne-Merete Jensen It may seem like a long time in the future for consumers, but as every retailer knows Christmas is coming – fast. Share this page on: Tweet.

Retail 48

Retail Self Service Knowledge Base Contact Center 48

OpinionLab

AUGUST 29, 2017

For this, you need to know the specifics of how customers behave and what they actually want. This is exactly why we recently surveyed 24,000 consumers and 1,000 businesses globally. As an omnichannel retailer, for example, a returned item offers a great opportunity because it provides your customer with a reason to come to your store.

Omni-Channel 166

Omni-Channel Consumers How To Touchpoint 166

Eptica

FEBRUARY 26, 2016

Date: Friday, February 26, 2016 How are retailers working to improve customer experience? Published on: February 26, 2016. Author: Robin Tandon Customer experience is important to every industry, but particularly vital for retail. If you show it your bolt; it will find you the wingnut that fits.

Retail 48

Retail Customer Experience Apparel Ecommerce 48

Comm100

JUNE 15, 2022

Digital customer engagement is always evolving. Just as live chat was a technological leap over telephone communication and is proving to be the most essential of all channels, chatbots are the latest technological milestone in customer support. Provide cost-effective 24/7 support to improve customer engagement.

Chatbots 212

Chatbots Industry Customer Service Wait Times 212

ProProfs Chat

FEBRUARY 13, 2020

Customer Loyalty Program Improving Sales. Mobile Customer Loyalty. Customer Loyalty Brands. Customer Service Loyalty. Retail Customer Loyalty. Customer Loyalty & Retention. Customer Loyalty & Experience. Customer Engagement & Loyalty. What Loyal Consumers Want.

Loyalty 109

Loyalty Loyalty Programs Social Media Retail 109

Alida

JULY 11, 2018

Canadian Tire: Use insight to meet the needs of different customers. Daniel Marcotte, consumer research manager at Canadian Tire , explained how his team uses insight to meet the needs of three different markets. At CIBC, one of Canada’s biggest banks, customer insight “touches everything and anything.”

Industry 141

Industry Brands Banking ROI 141

Currency Alliance

MARCH 9, 2021

Most loyalty marketers aren’t thinking of headless loyalty platforms yet, but they should be, because headless loyalty and headless commerce are the future of technology for consumer brands. Because customers use multiple channels at the same time when interacting with a brand. Why is this important?

Loyalty 59

Loyalty Customer Engagement Engagement CRM 59

Beyond Philosophy

MAY 15, 2017

We know that shopping habits are changing, and more consumers are spending money online. The thing to bear in mind here is that while consumers are increasingly focusing on online shopping, their spending hasn’t completely converted to the digital space. It hints that retail therapy is fast giving way to e-tail therapy.

Omni-Channel 133

Omni-Channel Social Media e-support Retail 133

Oracle

OCTOBER 2, 2019

The global ecommerce market continues to present a massive opportunity for retailers. These staggering statistics, however, bely the tremendous pressure today’s online retail businesses are facing. These staggering statistics, however, bely the tremendous pressure today’s online retail businesses are facing.

Ecommerce 87

Ecommerce Technology Social Media Chatbots 87

Eptica

OCTOBER 14, 2016

Date: Friday, October 14, 2016 What customers want this Christmas when it comes to service. Published on: October 14, 2016. Author: Neil Cox New figures from the National Retail Federation point to sales increasing by 3.6% over the course of 2016 holiday shopping season in the US, hitting $655.8

Ecommerce 48

Ecommerce Social Media Retail Consumers 48

Michelli Experience

SEPTEMBER 26, 2017

From my worldview, responsiveness is a make or break differentiator in all business arenas including retail, banking, online sales, air travel, and automotive. Often responsiveness is cast as simply a swift reaction to an inbound request from a consumer but there is more to it than speed. 24 Minutes from Tesla. What About You?

Consulting 113

Consulting Automotive Retail Software 113

Eptica

AUGUST 5, 2016

Date: Wednesday, August 17, 2016 4 lessons from the Forrester CX Index. Published on: August 17, 2016. Author: Pauline Ashenden Forrester has just published its 2016 US Customer Experience Index , providing an update on the state of CX across multiple sectors. This shows in their performance within the Index.

Self Service 50

Self Service Wireless Social Media Contact Center 50

Optimove

JANUARY 16, 2024

To the Stakeholders of Optimove: At Optimove, we have the job of ensuring that leading brands create deep, lasting relationships with their consumers. However, this method has proven rigid and unable to meet consumers on their terms. Gartner also noted that Customer-Led Marketing is becoming the predominant method.

Net Promoter Score 52

Net Promoter Score CRM Analytics Telecommunications 52

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

Bold360

NOVEMBER 21, 2016

In 2016, the customer experience became the focal point of marketing, acquisition, onboarding, UX design, and many other core business functions. “I have learned in 2016 that our customers (aged 18-24 years old or the millennials) spend most of their time…” On their mobile devices. In a big way.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40

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

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

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

Eptica

JANUARY 25, 2017

Author: Pauline Ashenden The latest Institute of Customer Service (ICS) UK Customer Satisfaction Index (UKCSI) has a positive message for everyone involved in customer service. Overall, consumer satisfaction has risen to 77.8, compared to January 2016, marking the fourth straight improvement in results.

Net Promoter Score 48

Net Promoter Score Trends Brands Customer Service 48

Currency Alliance

OCTOBER 27, 2017

In the context of retail, it is equally about making things less complicated for the customer. Ryanair carried 106 million passengers in 2016, and carries such as Norwegian, EasyJet, Spirit, Vueling, etc. Liquidity is broadly defined as making markets more efficient. Even the startup scene is booming in Vietnam.

Loyalty 45

Loyalty Customer Engagement Engagement Loyalty Programs 45

Eptica

JANUARY 22, 2016

Date: Friday, January 22, 2016 So how did customer service perform in 2015? Published on: January 22, 2016. Leading in terms of customer satisfaction gains according to the ACSI was Facebook , which improved by 12 percent to achieve a score of 75. The United Kingdom – customer service recovery?

Customer Service 48

Customer Service Social Media Retail Contact Center 48

Eptica

JUNE 24, 2016

Date: Friday, June 24, 2016 The ROI of improved customer experience. Published on: June 24, 2016. Author: Chris Eideh Businesses understand that improving the customer experience has a direct impact on revenue generation. Happier customers are more loyal, will spend more and recommend your company to their friends.

ROI 50

ROI Self Service Customer Experience Airlines 50

Tricia Morris

JUNE 17, 2016

Consumers today expect to engage with brands just as easily online and on their mobile devices as they do on the phone or in person (if not more so). Microsoft’s 2016 State of Global Customer Service Report shows that globally, 55% of consumers’ customer service interactions now begin online rather than on the phone or in person.

Interaction 40

Interaction Self Service Customer Service Report 40

Eptica

SEPTEMBER 1, 2016

Date: Thursday, September 1, 2016 Are you joining the dots when it comes to customer service? Published on: September 01, 2016. Author: Pauline Ashenden Today’s consumers want the freedom and flexibility to make contact using whichever channel they choose – and get a fast, helpful response to their query.

Customer Service 48

Customer Service Multi-Channel Social Media Knowledge Base 48

Storyminers

JULY 6, 2020

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. His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee Lucas.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Eptica

AUGUST 31, 2016

Date: Wednesday, August 31, 2016 Are you joining the dots when it comes to customer service? Published on: August 31, 2016. Author: Pauline Ashenden Today’s consumers want the freedom and flexibility to make contact using whichever channel they choose – and get a fast, helpful response to their query.

Customer Service 48

Customer Service Multi-Channel Social Media Knowledge Base 48

Eptica

AUGUST 24, 2016

Date: Wednesday, August 24, 2016 Why CEOs need to focus on customer experience. Published on: August 24, 2016. Author: Olivier Njamfa Customer experience (CX) is moving rapidly towards the top of the CEO agenda as businesses realize its importance to the bottom line.

Customer Experience 48

Customer Experience Social Media Multi-Channel Touchpoint 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. So how can companies improve their social customer service?

Social Media 48

Social Media Customer Service Contact Center Retail 48

Eptica

SEPTEMBER 21, 2016

Date: Wednesday, September 21, 2016 Digital disruption in insurance – why it is all about service. Published on: September 21, 2016. From publishing to retail to transportation, new entrants have shaken up mature markets, and unseated existing leaders through innovative business models.

Insurance 48

Insurance Self Service Transportation Policies 48

Storyminers

JULY 6, 2020

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. His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee Lucas.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Eptica

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. In the same way that customer service staff must be clear in the answers they provide consumers , ensure that you avoid ambiguity when talking to friends and relatives.

Customer Service 48

Customer Service Contact Center Knowledge Base Retail 48

CSM Magazine

NOVEMBER 27, 2020

David Thompson, Director of Claims at Tesco Underwriting, also praised customers’ empathy for the difficulties facing contact centre staff at the start of lockdown. Andrew Jones, Head of Express & Retail Claims, Zurich, commented, “A lot of claims now are settled without using voice.

Insurance 98

Insurance How To Chatbots Wait Times 98

Eptica

FEBRUARY 9, 2016

Date: Tuesday, February 9, 2016 Using email customer service to build emotional engagement. Published on: February 09, 2016. Author: Steve Nattress Email has been a mainstay of customer service since its inception , providing a digital alternative to the telephone for consumers.

Self Service 48

Self Service Engagement Customer Service Social Media 48

Eptica

JULY 22, 2016

Date: Friday, July 22, 2016 6 ways to transform social customer service. Published on: July 22, 2016. Author: Neil Cox Social media has fundamentally changed the relationship between customers and brands , providing consumers with a mouthpiece to share their feedback with people across the world.

Customer Service 48

Customer Service Social Media Knowledge Base CRM 48

Eptica

MARCH 23, 2016

Date: Wednesday, March 23, 2016 Bridging the gap between purchase and service. Published on: March 23, 2016. However, a new study by Bruce Temkin of the Temkin Group shows that this focus on service doesn’t transfer across to subsequent customer service interactions. Share this page on: Tweet. Share this page on: Tweet.

Social Media 48

Social Media Poor Customer Service Ecommerce Retail 48

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. Share this page on: Tweet.

Insurance 48

Insurance Connections Customer Service Self Service 48