Water, water everywhere…….

Published on: May 18, 2012
Author: Epticablog

Water is a constant topic of conversation across the UK. We complain about having either too much or too little rain and currently seem to have the worst of both worlds, with the wettest drought on record.Leaving the weather aside, utilities in the water sector are now facing tougher sanctions if they don’t deliver excellent customer service. Industry regulator Ofwat has introduced the Servi...

Banks vs retailers in credit card customer service

Published on: February 06, 2013
Author: Epticablog

There are many similarities between banks and retailers. Both sectors have large, geographically spread branch/shop networks, and in many cases are facing the same challenge of balancing online and offline channels to meet changing consumer needs.As part of their strategy retailers have aggressively been moving into new markets – offering everything from insurance, bank accounts and telecoms...

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...

Starting the social customer service journey

Published on: May 25, 2012
Author: Epticablog

Organisations across the world are grappling with how to best use social media for customer service. In an era where consumers are increasingly using networks such as Facebook and Twitter to share their experiences, good and bad, how should companies respond? Who should handle enquiries? How can processes be changed to ensure that enquiries are dealt with quickly to keep customers happy, while sti...

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...

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