Measuring brands on social customer service

Published on: February 01, 2013
Author: Epticablog

The need for customer service teams to embrace social media is growing, as more and more consumers use the likes of Twitter and Facebook to ask questions, complain and share their experiences of brands. In our own research we’ve seen that more and more UK companies are now making social media part of their strategy. The 2012 Eptica Multichannel Customer Experience Study found that 70% and 64...

Banking on change

Published on: January 30, 2013
Author: Epticablog

The UK banking industry has often been criticised for complexity, high charges and poor choice for consumers. From misselling Payment Protection Insurance (PPI) to IT problems at RBS/NatWest there have been a steady stream of issues that have weakened consumer confidence in the banking sector.Many have pointed to a lack of choice and the perceived difficulty of switching accounts as being responsi...

What are the top trends for customer service in 2013?

Published on: January 25, 2013
Author: Epticablog

As we’re now well into January, commentators are releasing a growing number of predictions for the customer service market in 2013.The latest is from industry analysts Forrester. While its full trend report will be published later in the month, it has released a sneak preview of where it sees the customer service industry going this year.Essentially it revolves around three areas:The need to...

Snow joke – customer service and the weather

Published on: January 23, 2013
Author: Epticablog

The current wintry conditions are leading to treacherous driving conditions, travel disruption and the closure of thousands of schools across the UK. It is also having a major impact on customer service. Contact centres are receiving an increased volume of calls, emails and tweets from consumers looking for information, complaining about delays and seeking help.The weather doesn’t just impac...

Embracing a digital future for insurance

Published on: January 18, 2013
Author: Epticablog

Insurance is a sector that has seen dramatic change over the past five years. The rise of the internet and price comparison sites has transformed the landscape. Insurers are now having to live with diminishing margins and customers that shop around as a matter of course when their policies come to an end. Add to this that many insurers are struggling with inefficient technology and processes and y...

The death of HMV and the online customer experience

Published on: January 16, 2013
Author: Epticablog

This has not been a good week for the High Street, with iconic music retailer HMV joining camera group Jessops in administration. It also marks a watershed moment when it comes to physical music and DVD retailing - after the disappearance of Zavvi and Woolworths, and Virgin France closing across the channel there are no longer any standalone chains of shops where you can pop in and pick up the lat...

Let the train take the strain

Published on: January 11, 2013
Author: Epticablog

Train operators are often the target of complaints of poor customer service. Indeed, the Eptica Social Customer Service Study found that 14% of those in the South East had taken to social media to criticise train companies. Add in recent, above inflation, fare rises and record numbers of passengers leading to overcrowding on some routes and you can see why many commuters are unhappy with the servi...

New Year’s Resolutions for improving the customer experience

Published on: January 08, 2013
Author: Epticablog

As we enter 2013, it is a good time for companies (as well as individuals) to take stock of where they are and come up with New Year’s Resolutions. Commentators and analysts all agree that the customer experience is a vital part of business success, so what resolutions do you need to make to achieve it for your organisation?To help Eptica has come up with three key areas where you can focus ...

Christmas customer service – why it doesn’t stop when the shops shut

Published on: December 21, 2012
Author: Eptica

In the run up to Christmas shoppers naturally expect a high level of customer service from retailers. In store they want helpful staff, sufficient stock and no queues at the checkouts. Online they want a straightforward ordering process, a clear acknowledgement of their purchase and to be kept informed about delivery progress.As we’ve already found not all retailers are managing to provide t...

Father Christmas and customer service

Published on: December 18, 2012
Author: Epticablog

Given that we’re less than a week from the big day, we’ve spent some time looking at the customer service practices of Father Christmas himself. While this might risk us not getting any presents here at Eptica, what lessons can those running customer service departments learn from the man in red?We’re rated Father Christmas against some common customer service benchmarks to see h...

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