Given the importance of understanding what consumers want, most brands focus heavily on listening to the Voice of the Customer (VoC). Research carried out for Eptica found that 78% of companies measure customer satisfaction, but that they struggle to get real value out of their programs. Here are 3 ways to deliver real value from Voice of the Customer insight....
Online chat has been around for many years, but it’s now becoming a crucial part of every brand’s online customer experience. Customers increasingly expect it and are happy using it – how can brands ensure they are delivering on its potential?
When it comes to the contact center, there is a clear link between happy agents and overall performance. How can you use your CX technology to make it easier for agents to operate effectively and happily?
The internet is now the primary channel for most consumers when it comes to shopping, connecting with friends and families and communicating with brands. How can brands therefore deliver the online experience that consumers expect and demand?
The UK retail sector is undergoing unprecedented change, with many long-established high street brands closing or having to cut back their number of stores. With all the pressures they are facing, how can retailers ensure that they are delivering the right experience to their customers?
Understanding customer needs and emotions is central to delivering the experience that today’s consumers demand. However, most current Voice of the Customer (VoC) programs focus on structured data, from sources controlled by the company, such as feedback surveys sent out to consumers - this ignores a goldmine of information....
Consumers are spending more and more of their time on social media networks, with the likes of Twitter and Facebook now vital sources of news, information as well as places to interact with friends, families and brands. That makes social customer service a major, growing part of every brand’s customer experience - here are 5 ways to transform it
Today’s connected consumers have high expectations of the brands they deal with. They want fast access to information, through their channel of choice. No wonder that both consumers and companies are turning to online self-service systems. But many are failing to deliver – here are 6 reasons why.
Organizations understand the importance of the experience they provide to winning and retaining customers, building brand reputation and their overall financial success. High profile CX issues all demonstrate the impact that a poor experience has on reputation and revenues. And, while well-publicized cases may make the news, it is smaller, more individual problems that cause customers to switch.
Neil Titcomb, Regional Sales Director Northern Europe at Eptica explains how the UK customer experience market is changing and how Eptica is working with organisations to help them transform their digital customer service.