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.
As in many industries, the insurance sector is experiencing radical changes due to digital transformation with more and more consumers wanting to use digital channels to interact with insurers. At the same time customers are becoming more demanding and less loyal when buying policies.
When it comes to the service they receive, consumer expectations continue to rise dramatically. They want a higher quality experience and faster, more accurate service from every organization they contact, through whatever channel they choose.
Customer service and customer experience now involves the entire organization, and to be successful companies have to build a strong culture that embraces the right systems, processes and technology to empower staff and ensuring they have meaningful, empathetic conversations with customers. But how do you achieve this?
Companies and their CEOs understand that the world is changing rapidly when it comes to winning, satisfying and retaining customers. Consumers are now more demanding than ever before, across a greater number of channels, and they increasingly focus on the experience they receive when deciding which companies to buy from.
The original aim of customer service was relatively transactional – a consumer made a query, an answer was provided by the company, the customer was satisfied and the interaction was completed. However, in today’s competitive markets this is no longer enough to win and retain customer loyalty....
There are multiple factors that feed into the customer experience. At a basic level companies need to deliver the information that consumers want, as quickly, accurately and consistently as possible. However, to drive loyalty you need to go beyond that, as Forrester Research, points out in a new report...
The rise of the smartphone has transformed how people interact with each other, brands and the world around them. Rather than being tied to a PC or landline phone, smartphones empower users by putting a computer in their pocket. Last Christmas Amazon reported that 70% of its customers shopped through a mobile device, for example.