Moving from phone to email – the lessons for US customer service

Published on: August 07, 2015
Author: Olivier Njamfa

Between different countries and demographic groups there is an enormous variation in which channels consumers prefer to use to contact organizations, particularly for customer service. In this multichannel world, companies need to offer all relevant channels, but also have to understand which best fits their requirements of their key demographic groups, so they ensure they deliver superior service...

How switched on is utility customer service?

Published on: July 31, 2015
Author: Pauline Ashenden

In a sector where it can be difficult to differentiate between suppliers, delivering superior customer service is increasingly vital for utilities. And as a regulated industry, it is closely watched by government and consumer groups, facing large fines for poor customer service and misselling. Last year the UK government acted to simplify tariffs and make it easier for customers to switch...

How to make customer experience improvement a continuous process

Published on: July 28, 2015
Author: Anne-Merete Jensen

Today, all organizations understand the importance of improving the customer experience they provide if they want to succeed in winning business and increasing loyalty. The customer experience should be improved constantly, otherwise even once leading companies will simply fall behind their competitors and customers will move elsewhere.Companies require an effective management process to...

Meeting the needs of the autonomous customer

Published on: July 17, 2015
Author: Robin Tandon

The growth in online channels has dramatically changed how customers interact with brands in every sector. They now demand a better experience, across more and more channels, and are far less loyal to companies that fail to deliver what they want. As digital natives, they are empowered by the information they find online and use the internet and social media as their primary means...

Why customer service is vital to telecoms success

Published on: July 10, 2015
Author: Steve Nattress

Communications technology is now central to everyone’s lives. Whereas twenty years ago most people just had a fixed telephone line, today consumers rely on a combination of mobile phones, broadband, and wireless data, to communicate with the world, work remotely and stay in touch with loved ones. As the importance of telecoms has grown, so has the significance of the customer service...

The 3 capabilities needed to empower customer service employees

Published on: July 08, 2015
Author: Anne-Merete Jensen

Employees are at the frontline of delivering the right experience to customers. No matter how strong your processes are, customer service comes down to the people who provide it. Staff who fail to show empathy or, even worse, are rude or sound bored risk damaging your brand and hitting customer loyalty. In comparison, agents who go the extra mile, being helpful...

The need for innovation in APAC customer experience

Published on: July 08, 2015
Author: David Chew

Customer experience is becoming the vital differentiator for organizations around the world. The combination of more demanding consumers, greater competition and the need to provide service across many more channels has made delivering a superior customer experience central to business success.Companies operating in the Asia Pacific region also face a number of local challenges. The large variety ...

International customer experience: comparing the UK and France

Published on: July 03, 2015
Author: Olivier Njamfa

Earlier this year Eptica released the 2015 UK Multichannel Customer Experience Study. Covering 10 sectors, it researched the strength of the customer experience delivered by 100 leading brands across the web, email, Twitter and chat channels. Some of the key findings were that:On average UK companies could answer less than half (48%) of all questions as...

Customer service and the public sector – how can it be improved?

Published on: July 01, 2015
Author: Derek Lewis

Last week UK government body HMRC said that it would spend an additional £45m to improve customer service for taxpayers. The money will be used to employ 3,000 more customer-facing staff, with a further 2,000 existing employees moved temporarily to help with the forthcoming tax credits deadline. The investment follows figures which showed that over a quarter (27.5%) ...

Do you need a Chief Customer Officer?

Published on: June 26, 2015
Author: Pauline Ashenden

Customers are becoming ever-more demanding, across every channel, while competition has never been fiercer. All of these factors mean that the customer experience is now central to winning and retaining business for organizations of all sizes. Customer service is now everyone’s job, from the CEO downwards. But who should be in overall charge of ensuring that the organization...