A Dimension Data report found that, on average, organizations are offering a choice of 9 different channels, forecasted to rise to 11 in 2019. That’s a hell of a lot of channels. In this guest post, Adrian Swinscoe explains why customer experience needs to get back to basics and shares insights from his new book – Punk CX.
Trust is vital to customer experience and loyalty in the retail sector – to find out how retailers are faring, the latest Eptica research looked at customer service performance and trust with fashion and food retailers…
Our survey of consumers in the UK revealed that the level of trust people have in different types of organization varies considerably by sector. As you know, if consumers don’t trust in your brand then you risk undermining customer loyalty and damaging sales revenue. So, which sectors do consumers trust most?
It’s been a busy few weeks in customer experience, with the Institute of Customer Service’s Annual Conference and the Call and Contact Centre Expo both happening in the UK. What do the events teach us about the state of UK CX?
Trust is central to any brand’s relationship with its customers. 9 out of 10 consumers will change supplier if they lose trust in a company. Yet brands are failing to build trust through basic customer service mistakes, according to the newly published 2019 Eptica Digital Trust study.
The General Data Protection Regulation (GDPR) has had an enormous impact on every organization operating in the European Union. Yet, many organizations don’t seem to be fully compliant, with Google recently fined. What should brands be looking for from their suppliers when it comes to building trust around GDPR?
The reasons that consumers remain loyal to brands goes beyond factors such as product range and price. Essentially, consumers want to have meaningful conversations with brands, in the same way that they would have with their family and friends. How can companies achieve this and drive loyalty?
As we move into 2019, businesses are having to cope with unprecedented uncertainty. How can your brand win and retain consumer loyalty? It all comes down to trust – and these are the 5 foundations you need to start with.
As we come back to work after the holiday season and settle into 2019, it’s a good time to review last year and what we’ve learned. At the Eptica blog we’ve looked at all of our posts from 2018 and come up with a top 10 of the most popular and topical, based on the number of views, comments and general feedback. We hope you enjoy reading/re-reading them!
As we count down the days until Christmas, children all over the world are getting excited about the imminent appearance of Santa Claus, his reindeer, and his big sack of presents. But how good is his customer experience and what lessons can brands learn from him?