GetFeedback

JULY 11, 2018

As a result, they overlook the pain points damaging the customer experience. In order to bridge it, you need a clear customer engagement strategy. And that starts with listening to the voice of the customer. Why companies fall out of sync with customers. Customer disconnect always begins with internal disconnect.

2015 207

2015 Social Media Customer Satisfaction Customer Centricity 207

Eptica

AUGUST 26, 2015

Date: Wednesday, August 26, 2015 Why APAC consumers are the most demanding in the world. Published on: August 26, 2015. Author: David Chew Across the globe, companies are under increasing pressure to deliver a superior customer experience if they want to win and retain consumer loyalty.

Consumers 59

Consumers E Commerce Social Media 2015 59

Experience Investigators by 360Connext

APRIL 23, 2015

I was thrilled to have the opportunity to interview Amy Jackson, Senior Director of Brand Strategy and Consumer Marketing for TripIt from Concur while I was at the South By Southwest Interactive festival in Austin, Texas back in March. Jon Galloway (@jongalloway) April 12, 2015. Vocal customers offer valuable ideas.

Social Media 218

Social Media Travel Rewards Programs Innovation 218

Experience Investigators by 360Connext

MARCH 16, 2015

We’re not having a tent sale or running a huge promotion, but every year March proves to be crazy but awesome, and 2015 is no different! Our Chief Customer Experience Investigator™ Jeannie Walters is in Austin gathering evidence from South By Southwest Interactive. More Posts - Website Follow Me: The post March Madness!

Events 223

Events Customer Experience Webinar Telecommunications 223

Eptica

SEPTEMBER 30, 2015

Date: Wednesday, September 30, 2015 The widening UK customer experience gap. Published on: September 30, 2015. The rise of social media and increasingly demanding customers has changed all of this. It shows there has been scant change to customer service levels, with no overall improvement since 2013.

Customer Experience 83

Customer Experience Social Media 2015 2013 83

Eptica

SEPTEMBER 9, 2015

Date: Wednesday, September 9, 2015 Making a success of Twitter customer service. Published on: September 09, 2015. Author: Michael Cheung The immediacy and reach of Twitter means it has become a vital channel for customer service. times over the past two years. times over the past two years. That makes over 4.5

Customer Service 97

Customer Service Social Media 2015 Contact Center 97

Martin Hill-Wilson

JUNE 4, 2015

Once you’ve consumed this post please have a look at what he has produced. The average proportion of employees engaged at their work could be as low as just 13%. Engagement levels are lowest in sales and service functions, where most interactions with customers occur. 12 months later this had fallen to 6.5.

Customer Engagement 56

Customer Engagement Engagement 2015 Roadmap 56

Eptica

OCTOBER 5, 2015

Date: Monday, October 5, 2015 Linguistics – the key to customer centricity in APAC. Published on: October 05, 2015. Author: David Chew In an era of ever-more demanding consumers, organizations need to understand and engage with customers if they are to retain their business and loyalty.

Customer Centricity 65

Customer Centricity Multi-Channel 2015 Social Media 65

Tricia Morris

FEBRUARY 19, 2016

Customer expectations are changing and growing just as rapidly as the channels and technology consumers are empowered with to engage, encouraging (if not demanding) that brands and organizations embrace a strategy of non-stop, customer-centric adaptation. 2015 Aspect Consumer Experience Survey ).

Customer Service 70

Customer Service 2015 2016 Contact Center 70

Eptica

OCTOBER 6, 2015

Date: Tuesday, October 6, 2015 How to prevent utility customer service delivering a shock. Published on: October 06, 2015. Author: Michael Cheung Recent research from charity Citizens Advice found major differences between how UK utilities handle customer service. So how can they better connect with customers?

Customer Service 75

Customer Service 2015 Social Media Contact Center 75

Think Customers

DECEMBER 29, 2015

Consumers' use of mobile devices continues to surge. Year-over-year global mobile data traffic is expected to rise 59 percent in 2015, according to Gartner. Just 45 percent of consumers are satisfied with retail mobile applications while just 47 percent say they're satisfied with retail websites, according to a 2015 study by Adobe.

Customer Centricity 72

Customer Centricity 2015 Insurance Retail 72

Alida

JULY 28, 2016

To learn more about this topic, join us at the 2016 Customer Intelligence Summit , where Lauren Meewes, senior program manager of seller at eBay, and Catherine Makk, vice president of global insights at HarperCollins, will share how to use customer feedback to give context and meaning to big data. The big data hype is officially dead.

2010 160

2010 Social Media 2016 2013 160

Eptica

AUGUST 14, 2015

Date: Friday, August 14, 2015 The 10 steps to digital customer experience success in banking. Published on: August 14, 2015. Author: Pauline Ashenden Twenty years ago, the majority of banking was carried out face-to-face through an extensive branch network and most consumers remained with the same bank for much of their lives.

Banking 85

Banking Social Media Customer Experience Contact Center 85

Eptica

AUGUST 19, 2015

Date: Wednesday, August 19, 2015 Robots – the future of customer service? Published on: 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.

Customer Service 85

Customer Service Wireless 2015 Contact Center 85

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

Beyond Philosophy

NOVEMBER 18, 2014

: How is your organization oriented: around the Customer or your product? How well is the organization matrixed across departments that pull together for Customer-facing interactions? Companies that understand channel integration–or the Omni-channels–have a seamless presentation to the Customer.

Customer Centricity 129

Customer Centricity Net Promoter Score Social Media Books 129

Eptica

MARCH 11, 2016

However, UK brands are struggling to cope with the emails they receive , with performance overall worsening according to the latest Eptica Multichannel Customer Experience Study. All of these facts demonstrate that email is still a vital part of how every business interacts with consumers and delivers customer service.

Brands 49

Brands Customer Service 2015 Insurance 49

Eptica

OCTOBER 21, 2015

Date: Wednesday, October 21, 2015 3 ways of reducing customer query volumes. Published on: October 21, 2015. Author: Pauline Ashenden Consumers are sending an increasing number of questions to companies , across more and more channels. Share this page on: Tweet.

Contact Center 74

Contact Center Social Media 2015 Consumers 74

Eptica

OCTOBER 9, 2015

Date: Friday, October 9, 2015 Don’t neglect the positive side of customer service. Published on: October 09, 2015. It also looks at sharing best practice to further improve standards, ultimately benefiting consumers everywhere. On that note, let us focus on the positive side of customer service.

Net Promoter Score 71

Net Promoter Score Customer Service Social Media Contact Center 71

Eptica

SEPTEMBER 18, 2015

Date: Friday, September 18, 2015 The six ways web self-service improves your customer experience. Published on: September 18, 2015. Author: Robin Tandon Customer service teams are currently faced with multiple challenges. So how can companies deliver faster service to more queries, while improving efficiency?

E Commerce 78

E Commerce Customer Experience Contact Center 2015 78

Comm100

MARCH 4, 2021

How did agent and customer experience change, and what does this mean for 2021? Our annual live chat benchmark report reveals the answers to these questions, pulling from over 66 million chat interactions. For those companies wanting to excel in their customer interactions, more is required. Download Now.

2021 52

2021 Omnichannel 2020 Download 52

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. This is probably due to its speed – it provides the immediacy of a telephone call by delivering a real-time, back and forth interaction.

Customer Service 49

Customer Service 2016 2014 Contact Center 49

CSM Magazine

OCTOBER 1, 2020

Stone served as CFO for marquee Amazon operations during key periods of growth, including Amazon devices and digital content from 2010 to 2011 and Amazon Web Services from 2012 to 2015. ASAPP delivers AI innovations that exponentially increase the operational performance of customer experience teams for leading consumer companies.

2011 52

2011 2012 2010 Financial 52

Eptica

DECEMBER 9, 2015

Date: Wednesday, December 9, 2015 5 Ways of improving handling times this Christmas. Published on: December 09, 2015. Additionally, while customers are always demanding, the time they are willing to wait for an answer is even shorter at Christmas. This will save even more time moving forward.

Contact Center 50

Contact Center Social Media 2015 Retail 50

Customer Bliss

MARCH 30, 2017

A customer room is a way for leaders (and other members of the organization) to really understand the customer experience. Whether this happens monthly, quarterly, or annually, it’s one of the most robust, direct ways for a company to really see what their customers go through to interact with them.

Customer Experience 195

Customer Experience Banking Net Promoter Score Call Center 195

Beyond Philosophy

NOVEMBER 6, 2014

The difference that exists between an organization that has an excellent emotional Customer Experience and one that doesn’t resides in one word: Deliberate. Customer Strategy must be deliberate in every aspect of the interaction to be Customer Focused.

Net Promoter Score 163

Net Promoter Score Customer Centricity CEM Social Media 163

Comm100

JUNE 15, 2022

Digital customer engagement is always evolving. Just as live chat was a technological leap over telephone communication and is proving to be the most essential of all channels, chatbots are the latest technological milestone in customer support. Provide cost-effective 24/7 support to improve customer engagement.

Customer Service 82

Customer Service 2019 Customers 2015 82

Eptica

NOVEMBER 27, 2015

Date: Friday, November 27, 2015 Mobile – at the heart of the customer experience. Published on: November 27, 2015. The study, from Nottingham Trent University , also found that much of the time most users don’t even realize they are doing it, with consumers spending twice as much time on their phones as they think.

Customer Experience 51

Customer Experience Social Media 2015 Contact Center 51

Eptica

NOVEMBER 20, 2015

Date: Friday, November 20, 2015 Systems versus service. Published on: November 20, 2015. – far too high for the energy consumed. Systems had overridden human interaction, damaging the overall experience. By the time all the paperwork was completed, I owed the old utility for a week’s energy.

Net Promoter Score 69

Net Promoter Score 2015 Contact Center NPS 69

Eptica

FEBRUARY 5, 2016

Date: Friday, February 5, 2016 Meeting Millennial Customer Expectations. Author: Neil Cox In 2015 the US Census Bureau reported that Millennials outnumbered Baby Boomers for the first time , meaning they now make up a quarter of the population. Published on: February 05, 2016. Share this page on: Tweet.

Customer Expectations 51

Customer Expectations Social Media Contact Center 2015 51

Eptica

NOVEMBER 13, 2015

Date: Friday, November 13, 2015 7 ways banks can transform customer experience. Published on: November 13, 2015. According to McKinsey, this could be achieved by co-designing new services with customers, or studying their lifestyles and creating products to suit. Share this page on: Tweet.

Banking 77

Banking Customer Experience Financial 2015 77

Eptica

FEBRUARY 12, 2016

Author: Derek Lewis In today’s fast changing world consumer expectations are continually rising. This means that delivering the right levels of customer satisfaction is a journey not a destination. Companies have to keep investing in improving the service and experience they offer if consumers are to remain satisfied.

Customer Service 49

Customer Service 2016 Contact Center 2013 49

Eptica

SEPTEMBER 3, 2015

Date: Friday, September 4, 2015 Why your CEO should work a shift in the contact center. Published on: September 04, 2015. Author: Anne-Merete Jensen In competitive markets, customer service is often the most important differentiator. Share this page on: Tweet.

Contact Center 68

Contact Center Chief Customer Officer Social Media 2015 68

Tricia Morris

APRIL 8, 2016

Notes Jeremy Payne, international group marketing director at Enghouse Interactive, also interviewed for the self-service guide: “If you get the balance right, the result will be an optimized customer engagement process and reduced cost for the business at the same time.”. Take the Survey & Get the Report.

2015 57

2015 Retail Customer Service Customers 57

Eptica

JULY 6, 2016

What’s important to consumers Email is still the most popular way for customers to make contact with a business according to 36% of contact center managers. However, when complaining, customers prefer using the telephone (54%), email (23%) and social media (13%). to as much as £4.10

Customer Service 49

Customer Service Contact Center Social Media 2016 49

CSM Magazine

AUGUST 10, 2017

However, as businesses struggle to keep on top of the growing mass of customer information stored in disparate siloes, it can result in customers living in a different universe to your brand. It’s not even based on the number of interactions you have with them. billion in 2015 —up 12 percent from the previous year.

Customer Insights 40

Customer Insights Insights 2015 Customer Relationships 40

Feedbackly

SEPTEMBER 26, 2018

And it is also of paramount performance when your customer base grows because there are countless examples of companies who are not able to efficiently scale their customer experience strategies. Consumer Expectations. Immediacy is also in demand, with 64% of consumers expecting companies to interact with them without delay.

Customer Experience 56

Customer Experience Social Media Feedback 2004 56