The lighter side of customer service

Published on: December 09, 2011
Author: Epticablog

Customer service is a serious business – do it right and it delivers increased sales and customer satisfaction. Do it wrong and it can destroy a brand in the eyes of customers. However there is definitely a lighter side to the profession, as the Top 20 Funniest Customer Service stories of 2012 shows. Collected by Henley Business School for CDC Software and appearing in mycustomer.com they de...

Sharing the KNOWHOW knowledge at Christmas

Published on: December 07, 2011
Author: Epticablog

The Christmas shopping season is now in full swing across the UK and competition between retailers has never been fiercer.This is particularly true in the electrical and computing sectors, where consumers have a huge choice of online and offline outlets to buy from. Electrical products are also becoming more complex and converged – for example smart, internet-connected TVs are expected to be...

Ageas Insurance Services shows how to transform customer service

Published on: November 29, 2011
Author: Epticablog

Delivering excellent customer service is a central part of business today, whatever industry you are in. While sectors such as retail may be very visible when it comes to customer service initiatives, improving service can deliver huge benefits in other, more traditional, sectors such as insurance.The perfect example of this is Ageas Insurance Solutions (AIS), one of the UK’s leading persona...

Delivering gold medal-winning customer service

Published on: November 18, 2011
Author: Epticablog

Next year’s London Olympics will put the UK in the spotlight. Millions of visitors are expected to come to the country, providing a much needed boost to the economy. And provided they enjoy the experience many of these tourists could turn into regular visitors, coming back year after year for holidays across the country. Outside the spectacle of the games themselves, what will make the ...

Having a chat

Published on: October 21, 2011
Author: Epticablog

While it has been around for many years, live web chat is definitely an underused channel by companies. Despite the fact that more and more people are using chat channels such as instant messaging or Skype, companies have shied away from deploying it, particularly for customer service. Mainly this is down to the perceived cost of chat, as it requires a real agent to answer questions online. T...

A drop in the ocean?

Published on: September 21, 2011
Author: Epticablog

Customer service at the UK’s water companies is improving dramatically, according to new figures released by the Consumer Council for Water. Consumer complaints in 2010-11 fell by 4.5%, part of a trend which has seen a reduction of a third over the last three years. Overall there were 185,140 complaints to companies in England and Wales, compared to 193,824 in the previous 12 months.While th...

How do customers really want to be contacted?

Published on: September 09, 2011
Author: Epticablog

In an increasingly multichannel world it is easy for organisations to think they know how customers want to be contacted and to force them to use certain channels for reasons of convenience or cost.The problems behind this approach are highlighted in some new research from data specialist Acxiom, which compared actual consumer contact preferences with how marketers thought they’d like to be ...

Why customer service mustn’t stop in a recession

Published on: August 25, 2011
Author: Epticablog

In a recession companies look to cut costs wherever they can – and unfortunately customer service is often a target. After all, if there are fewer customers to service then surely you don’t need to invest as much in looking after them?The folly of this attitude is shown by some recent international research from American Express, neatly summarised in this infographic on the Get Satisfa...

Dedicated follower of fashion……….

Published on: August 23, 2011
Author: Epticablog

 The continuing bad news from the UK retail sector, with sales growth slowing and more than one in ten high street shops vacant means retailers need to focus clearly on customer service if they are to successfully compete in a challenging market.Nowhere is this competition more intense than in the fashion sector, with sales of clothing and footwear actually declining in July. However one brig...

Living in a 24x7 world

Published on: August 18, 2011
Author: Epticablog

The internet has fundamentally changed how humans operate. The fact that we can access information and services at the click of our mouse has reduced our willingness to be patient or to wait for responses. If consumers can’t immediately find the information they are looking for on your web page they are likely to surf over to the competition – so ensuring you can combat this growing im...

Pages