Blog

The coming era of ‘on demand’ marketing

Published on: May 09, 2013
Author: Epticablog

How will consumers interact with brands in the near future? What channels will they use and what sort of experience are they looking for? A new report, ‘The coming era of on-demand marketing’, from consultants McKinsey aims to shed light on these questions and to help companies prepare themselves for this changing world.Essentially McKinsey believes that emerging technologies will mean...

Insurers look to embrace social media

Published on: May 03, 2013
Author: Epticablog

Insurers have traditionally been slower than other industries when it comes to establishing themselves on social media. Worries about breaking regulations mean that they have been wary about launching onto Twitter and Facebook. Backing this up, own 2012 Eptica Multichannel Customer Experience Study found that just one insurer out of the UK’s top 10 had clear links displayed to Twitter and Fa...

Chat overtakes text – what it means for customer service

Published on: May 01, 2013
Author: Epticablog

Figures released this week show that for the first time more messages were sent through instant messaging chat apps (such as WhatsApp) than SMS text. The research, from analysts Informa, found that 19 billion messages were sent per day in 2012 on chat apps, compared to 17.6 billion texts. And this gap will widen substantially. Informa believe that chat apps will generate 50 billion daily messages ...

Eptica sponsors Executive Customer Contact Exchange

Published on: April 25, 2013
Author: Epticablog

The customer experience has never been more important to businesses. Channels such as social media enable customers to instantly share their views on brands with the world while advances in web and mobile technology mean that consumers now demand instant answers and a superior experience whatever device or channel they are using.Being able to balance these pressures while operating efficiently and...

How the customer experience market is changing

Published on: April 24, 2013
Author: Epticablog

This month we’re celebrating two years of publishing the Eptica Customer Experience blog, which began back in April 2011.From the start the aim has been to provide updates and opinions on the customer service market, highlight best practice and show how customer needs are changing. And the market has definitely been transformed. We’ve moved from multichannel to omnichannel and new (at ...

The mobile customer service shift

Published on: April 19, 2013
Author: Epticablog

Mobile devices such as smartphones and tablets are radically changing how customers interact with companies. Rather than being tied to their PC consumers are now demanding access to information anywhere and anytime, both for research and making final purchases. Businesses therefore need a mobile strategy to support consumer needs, with a seamless, high quality experience vital to winning and retai...

Delivering omnichannel success in an ever changing world

Published on: April 15, 2013
Author: Epticablog

Customers are demanding better service through more and more channels. And they have no patience for roadblocks on the customer journey. According to Forrester 34% give up or go to a competitor after an unsuccessful website experience. Those that do persist tend to switch to your most expensive contact channels – nearly half (49%) of those that couldn’t find information online either c...

Driving the customer experience forward

Published on: April 12, 2013
Author: Epticablog

The automotive market has changed dramatically over the last thirty years. From relatively unsophisticated machines with few electronics cars have evolved into high technology vehicles equipped with the latest safety features. And as cars are now much more reliable so they are likely to have longer lives, accidents permitting. But with this increase in complexity and longevity comes an rise in pot...

Time for insurance to start taking the tablets

Published on: August 09, 2013
Author: Epticablog

Delivering a straightforward yet engaging customer experience can be a major challenge in complex, highly regulated markets such as insurance. Companies need to make sure that customers understand what they are buying, but at the same time ensure they comply with stringent regulations. And while the majority of the industry has moved to internet-based selling of insurance there can be an enormous ...

Turning customer service excellence into sales

Published on: April 10, 2013
Author: Epticablog

Successful organisations have long realised that delivering the best customer experience has a direct impact on their profits. Happier customers remain loyal, buy more and tell their friends about the good experience they’ve had. Upset customers move to your competitors and use social media to tell the world about the poor experience they’ve had to endure.This is backed up by research ...

Pages