Eptica

SEPTEMBER 10, 2015

Author: Derek Lewis This week’s launch of the Apple iPhone 6S, iPad Pro and new Apple TV has focused attention on the consumer electronics market, and shows the importance of technology and gadgets to all our lives. Looking online, how are consumer electronics companies faring when it comes to the digital customer experience?

Customer Service 76

Customer Service 2015 2014 Social Media 76

Beyond Philosophy

NOVEMBER 4, 2014

Both psychologists and economists agree that too many choices can paralyze consumers so they can’t make a choice at all. The circle of choice, or needing to have many choices available but not too many to create confusion and buyer’s remorse for their Customers, creates a paradox for many organizations in their Customer Experience design.

CEM 113

CEM 2014 2011 2010 113

Eptica

JUNE 3, 2016

Time spent on mobile devices grew by 117% year on year between 2014 and 2015 and nearly half of all ecommerce transactions now take place on mobile devices. This shift to a mobile first world has a big impact on the customer experience and customer service. Consumers want to interact on new channels.

Customer Service 56

Customer Service Social Media 2014 Contact Center 56

Think Customers

JUNE 2, 2015

It's pretty easy to see how pervasive the use of mobile devices has become with consumers. As of January 2014, consumers now spend more time on their mobile devices for Internet usage than on desktop PCs, according to comScore.

Marketing 91

Marketing 2014 2015 Social Media 91

Eptica

AUGUST 19, 2015

Author: Derek Lewis Recent Forrester research pointed out the importance of understanding customer emotion and creating empathy with consumers if brands are going to deliver a successful customer experience. This was backed up by Eptica ’s study ‘ The Power of Linguistics: Consumers vs. Agents: Can the Gap be closed?

Customer Service 85

Customer Service Wireless 2015 Contact Center 85

Beyond Philosophy

FEBRUARY 3, 2015

Dobrev asserts that most consumers say they want more choices, but they really want just enough choices. Like the famous discerning fictional heroine Goldilocks, consumers want an amount of choices that is just right. 4 September 2014. < Zhecho Dobrev, one of our consultants published his musings on this concept. They don’t.

CEM 121

CEM 2004 Books Retail 121

Eptica

JANUARY 8, 2016

However, not every retailer will have felt the benefit, as consumers focused on those that provided the right combination of customer service, price and stock availability. billion spent online on Thanksgiving and Black Friday many consumers still took advantage of big discounts, but others opted to leave their shopping until later.

2015 49

2015 E Commerce Customer Experience 2014 49

Eptica

JUNE 1, 2016

Date: Wednesday, June 1, 2016 What is holding back chat in customer service? Author: Neil Cox Amongst consumers, chat is fast becoming a mainstream channel for customer service. Companies can even offer proactive chat to help consumers that seem to be stuck on a particular page, by using their behavior to trigger chat sessions.

Customer Service 49

Customer Service 2016 2014 Contact Center 49

Customers That Stick

DECEMBER 15, 2014

Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. VOLUME 37: November 2014. Thoughts on the Customer: The Sympathetic Holiday Shopper. Customer Experience vs. Customer Engagement — A Distinction Without a Difference? –

Contact Center 126

Contact Center Document 2014 Social Media 126

CSM Magazine

NOVEMBER 3, 2020

The global professional services firm then goes on to say that the “way organizations engage and interact with their customers will be critical” and that “integrity” and “empathy” are playing an even more important role than ever. For more ideas and inspiration on how to drive better customer engagement, visit www.ebi.ai.

Poor Customer Service 105

Poor Customer Service Customer Service Insurance Automotive 105

Beyond Philosophy

MARCH 16, 2015

Customer Experience continued to be a dominant business issue throughout the world in 2014. They are all working to improve their Customer Experience. I can say with confidence the Customer Experience concept is now a worldwide phenomenon. We get many inquiries for our services globally.

2015 122

2015 CEM 2002 Books 122

Eptica

SEPTEMBER 30, 2015

In highly competitive markets brand reputation and values are built on the experience that consumers receive and share on social media. The balance of power has changed – your brand is what your customers say it is, rather than how you define it within your organization. out of 100 – in January 2013 it was 78.2.

Customer Experience 83

Customer Experience Social Media 2015 2013 83

CSM Magazine

DECEMBER 2, 2015

billion on Black Friday, British consumers are much less satisfied with retail customer service compared to Christmas 2014. 21% of consumers complained that it was impossible or extremely difficult to find information on retailers’ websites, a threefold increase from 2014’s 7%. Despite record UK sales of £1.1

2014 40

2014 2015 Customer Experience Retail 40

ProProfs Chat

FEBRUARY 13, 2020

Mobile Customer Loyalty. Customer Loyalty Brands. Customer Service Loyalty. Retail Customer Loyalty. Customer Loyalty & Retention. Customer Loyalty & Experience. Customer Engagement & Loyalty. What Loyal Consumers Want. Future of Customer Loyalty. million to 3.8

Loyalty 109

Loyalty 2020 Loyalty Programs Social Media 109

Beyond Philosophy

OCTOBER 24, 2014

1 Attraction ” on Thursday, October 30th, 2014. Downie, who I enjoy working with for many reasons, has an analogy he uses to describe his approach to improving Customer Experience: You have to gain these life experiences. 1 Attraction” on Thursday, October 30th, 2014. I couldn’t agree more.

ROI 74

ROI Net Promoter Score CEM 2014 74

Eptica

JANUARY 6, 2016

The importance of empathy to customer service interactions As companies move from providing basic customer service to engaging with customers, the emphasis has shifted from simply answering queries to going further and building a stronger relationship between the consumer and the brand. Read the full post here.

2015 50

2015 Customer Experience 2016 Social Media 50

Eptica

JANUARY 15, 2016

This has dramatically changed how insurers operate , and increased the focus on the customer experience as companies look to engage with consumers and retain their business. This has tripled since 2014. This becomes even more vital when it comes to policies that focus on the Internet of Things.

Insurance 52

Insurance Customer Experience 2016 2014 52

Eptica

OCTOBER 6, 2015

The figures are based on a combination of complaints made to the Citizens Advice Customer Service, the Consumer Futures Extra Help Unit, and to Ombudsman Service. In many ways the Citizens Advice research mirrors the findings of the 2015 Eptica Multichannel Customer Experience Study. Here are six areas to focus on: 1.

Customer Service 75

Customer Service 2015 Social Media Contact Center 75

Maru Group

NOVEMBER 14, 2019

After sweeping into the UK limelight in 2014, Black Friday has fundamentally changed the way UK consumers shop. Consumers have grown tired of extended sales periods, heavy discounting and limited availability of offers. As it stands, almost half (44%) of consumers expect to participate in Black Friday this year.

Retail 40

Retail Events 2010 2018 40

Team HGS

AUGUST 29, 2017

For example, HelloFresh customers can effortlessly order from a range of Jamie Oliver meal kits through their app and get them delivered direct to their doors. Since 2014, HGS has provided direct-to-consumer and B2B support of a high-profile nutrition product for a leading provider of fitness, nutrition, and weight-loss programs.

Customer Service 52

Customer Service Magazine Retail 2014 52

Tricia Morris

OCTOBER 19, 2015

For the first time in the history of Forrester Research’s North American Consumer Technographics Customer Life Cycle Survey , consumers now say they are using self-service FAQ pages on a company’s website for customer service more often than speaking with a live agent on the phone.

Wireless 89

Wireless Customer Service 2015 2016 89

CSM Magazine

NOVEMBER 27, 2020

He observed that consumers are becoming more accustomed to the range of conversational channels available to them and a number of insurers are exploring how this shift can be used to lower operational costs. Cathal is an engineer who loves applying emerging technology to solve everyday problems.

Insurance 98

Insurance Webinar 2006 2009 98

Customer Bliss

MARCH 30, 2017

IBM was among the first larger brands to open a customer experience lab, and at the time they noted three major goals: Enhanced customer insight: The goal was to better predict individual customer behavior across multiple channels. Customer experience labs and … water heaters? ” The Humana customer experience lab.

Customer Experience 195

Customer Experience Banking Net Promoter Score Call Center 195

Thunderhead

MARCH 25, 2019

The customer experience community is experiencing long-awaited and significant shifts in attention. This is driven in a large part by the digital economy and the success of new business model innovations such as direct-to-consumer and the subscription economy. Back in 2014, Thunderhead was embarking on a journey of our own.

2018 40

2018 2014 Customer Centricity Customer Journey 40

Customer Guru

MARCH 7, 2018

She is a seasoned customer experience professional with a demonstrated history of working in the financial services industry. Her expertise in this space helped UAE Exchange win two Customer Experience Benchmarking Index Awards for 2014. One such initiative that stands close to my heart is that of Customer Month.

Customer Experience 60

Customer Experience Customer Centricity Leadership Innovation 60

Qualtrics

MARCH 20, 2019

As consumers, we’re shopping more in stores too. In 2018 49% of consumers shopped in a physical store compared to 36% in 2014, according to PwC’s 2019 Global Consumer Insights Study. Accessibility is about knowing where your customers consume the content you create. The reason for this is simple.

E Commerce 37

E Commerce 2014 Social Media 2018 37

Eptica

JUNE 15, 2016

This has a major impact on the customer experience – consumers increasingly choose companies that value their time and minimize the effort they need to put in when making a purchase or finding out information. Language capabilities Consumers ask questions in a whole range of ways and using a wide variety of terms.

Multi-Channel 51

Multi-Channel Contact Center 2016 2012 51

Avaya

SEPTEMBER 2, 2016

The idea they hit upon was to give consumers the chance to be chosen as one of 100 digital influencers, allowing them to test-drive a new Fiesta for six months. I’m proud to say that when Avaya attended GITEX in 2014, we came prepared with a solution that did just that. When Ford wanted to reintroduce the Fiesta brand in the U.S.

Innovation 40

Innovation Feedback 2014 2015 40

Influitive

OCTOBER 28, 2015

B2B customers tend to be very informed about the products and services they use— more so than in their lives as consumers. A Guide To Engaging B2B Customers In The Digital Age. Customer engagement begins the moment a buyer spots a mention of your company on social media or hears about your product from a peer.

B2B 89

B2B Marketing Social Media 2014 89

CSM Magazine

FEBRUARY 28, 2018

Not only are consumers using their smartphones and tablets to browse the internet, but their app usage is increasing rapidly; investing in an app could be the solution to increase your business’ offering. Customers are encouraged to purchase in-store to earn ’stars’ (points) which add up to a reward once a certain number have been reached.

Social Media 40

Social Media 2018 Return on Investment Magazine 40

Optimove

OCTOBER 4, 2022

They get to deliver a superior UX to keep customers engaged, which cements loyalty. What we do know is that consumer interest remains high and shows no signs of slowing … yet. PWAs rely on enhanced HTTPS protocols, meaning that information is better secured. The results? And for brands? The Medium PWA. million units in 2025.

2023 52

2023 2025 2024 Competitive Advantage 52

ReviewTrackers

AUGUST 24, 2017

This article was written by Brandon Carter, a customer engagement and loyalty writer and analyst for Access Development. Customers and Your Business: Love at First Sight? The same is true of business relationships and how consumers decide which brands they seek out over others. And you know what: it’s true!

Social Media 50

Social Media Loyalty 2014 Connections 50

CSM Magazine

NOVEMBER 7, 2018

Consumers are inundated with options of where to buy from and it’s more important than ever to differentiate your brand. With that being said, it’s not too late to offer Live Customer Engagement for a competitive advantage this season. In 2017, Ecommerce was responsible for around $2.3 trillion by 2021. Take cameras for example.

Engagement 40

Engagement 2004 Retail Competitive Advantage 40

Michelli Experience

JUNE 7, 2017

In an article titled, “ There’s a delivery service for that ,” Crain’s highlights how home delivery continues to meet timeless and fundamental needs: “ Consumers are buying not just a meal kit, but potentially a little more time in their day, a little more privacy, or in the case of subscription boxes, simply a little more whimsy.”.

Fashion 45

Fashion 2012 2014 Reference 45

SaleMove

MAY 8, 2018

Customer retention, improved customer satisfaction, increase in revenue…they’re all by-products of a strong customer experience. Yet, so often, even companies with ambitious goals for their customer experience fall short. So while most companies think they ‘get’ their customer, the customers tell a different story.

Customer Journey 40

Customer Journey Customer Centricity 2014 Omnichannel 40

ChurnZero

MARCH 6, 2020

Meaning that companies must take care of their employees before their employees can take care of their customers. Today’s conscious consumers value openness and transparency; they buy more than a product—they buy a company’s mission, values, and culture. You must love yourself before you can love someone else. Things just got deep.).

Customer Success 69

Customer Success Culture 2025 Webinar 69

Maz Iqbal

OCTOBER 9, 2014

The 2014 UK Analysis put together by Nunwood ‘s Customer Experience Excellence Centre. Little Change In The State of Customer Experience Excellence From 2013. The Biggest Improvement In Customer Experience Excellence Has Occurred In The Financial Services Sector. Which publication?

2014 89

2014 Customer Experience 2013 Retail 89