In an era dominated by social media and smartphones, it is easy to write email off as yesterday’s channel when it comes to customer service. However, this is far from the truth – rather than declining, email usage is actually increasing. How can brands deliver what customers want on the channel?
As we move into 2019, businesses are having to cope with unprecedented uncertainty. How can your brand win and retain consumer loyalty? It all comes down to trust – and these are the 5 foundations you need to start with.
As we come back to work after the holiday season and settle into 2019, it’s a good time to review last year and what we’ve learned. At the Eptica blog we’ve looked at all of our posts from 2018 and come up with a top 10 of the most popular and topical, based on the number of views, comments and general feedback. We hope you enjoy reading/re-reading them!
As we count down the days until Christmas, children all over the world are getting excited about the imminent appearance of Santa Claus, his reindeer, and his big sack of presents. But how good is his customer experience and what lessons can brands learn from him?
All businesses are focusing on digital transformation as they endeavor to become more agile and fast-moving. With more and more people engaging with brands through digital channels, improving the customer experience (CX) is a key part of digital transformation - but how can you ensure your strategy delivers?
The balance of power between brands and consumers is shifting, with customers now wielding greater influence and control. This allows them to be more demanding and less loyal than ever before. But what makes these customers tick and how will their characteristics evolve? Here are five important traits that are likely to define the customer next year and beyond.
It is now six months since the May 25 deadline for General Data Protection Regulation (GDPR) compliance. How are brands now ensuring they are protecting, storing and using personal data?
Retailers don’t need reminding that the peak Christmas season is now upon us, with Black Friday and Cyber Monday already in full swing. Given the importance of Peak to retail success and ever-increasing competition, it is no exaggeration to say that this Christmas will be make or break for many companies. How can they ensure that they thrive?
Understanding what customers want is central to business success - we find out how Eptica is applying the same logic across its operations by interviewing Lenka Stoklaskova, Customer Success Manager....
Given the importance of understanding what consumers want, most brands focus heavily on listening to the Voice of the Customer (VoC). Research carried out for Eptica found that 78% of companies measure customer satisfaction, but that they struggle to get real value out of their programs. Here are 3 ways to deliver real value from Voice of the Customer insight....