CSM Magazine

OCTOBER 13, 2022

Hyper-Personalizing the customer experience is a successful method for customer acquisition and retention. In addition, the majority of consumers think that a customized client connection contributes significantly to their loyalty. And here the 4 strategies to hyper-personalize your customer experience.

Personalization 52

Personalization Customer Experience Call Center CRM 52

GetFeedback

JUNE 3, 2019

In order to achieve that though, it is important to make sure that you are providing your customers with the best services possible. Having a good customer experience with the content you share is important for your customers to feel closer to your brand and more eager to interact with you. Making your content relatable.

Marketing 74

Marketing Customer Experience Sales Surveys 74

Eptica

NOVEMBER 1, 2017

Date: Wednesday, November 1, 2017 UK brands struggling with digital customer experience. But many companies – and even whole industry sectors - are struggling to cope with the sheer volume of customer contacts and queries. That’s one of the main conclusions of the 2017 Eptica Multichannel Customer Conversation Study.

Customer Experience 49

Customer Experience Multichannel Benchmark Advertising 49

Eptica

DECEMBER 5, 2018

Date: Wednesday, December 5, 2018 Author: Olivier Njamfa - CEO & Co-Founder The importance of trust to customer experience in 2019. Author: Olivier Njamfa - CEO & Co-Founder The balance of power between brands and consumers is shifting, with customers now wielding greater influence and control. Share this page on: Tweet.

Customer Experience 77

Customer Experience Best practices Advertising Chatbots 77

Eptica

AUGUST 3, 2018

Date: Wednesday, August 8, 2018 Author: Pauline Ashenden - Marketing Manager Are telecoms operators connecting to digital customer experience? This means that creating a superior customer experience and making it as easy as possible for consumers to do business with you are vital differentiators for all telecoms service providers.

Customer Experience 49

Customer Experience Best practices Multichannel Chatbots 49

Eptica

JULY 2, 2020

The ability to learn is the most important quality a leader can have, Sheryl Sandberg, Facebook No-one has all the answers, whatever position they have reached. More about Mary Barra ) Hopefully, these ideas will help you and your team to think differently about your customer service tasks and challenges and to drive forward your success.

Customer Service 142

Customer Service Customer centricity Best practices Management 142

Customer Service Life

MAY 21, 2018

The first was to gauge our quality performance across all of our programs and the second was to be a thought leader in the customer experience space — working to promote best practices in our approach to customer satisfaction (CSAT) survey results and share valuable insights with clients. Average Handle Time (AHT).

Metrics 68

Metrics Contact Center Customer Experience Average Handle Time 68

Eptica

JUNE 28, 2017

Date: Wednesday, June 28, 2017 Transforming customer experience to survive. Author: Neil Titcomb To find out more on how to transform CX, please come and meet us on 6th July at the Customer Engagement Transformation Conference When it comes to the service they receive, consumer expectations continue to rise dramatically.

Customer Experience 50

Customer Experience Multichannel Best practices Marketing 50

Eptica

MAY 2, 2018

Date: Wednesday, May 2, 2018 Author: Pascal Gauvrit Data Protection and GDPR within Customer Experience. Author: Pascal Gauvrit The recent storm over sharing of personal Facebook data demonstrates the importance of information protection and usage by businesses. How good is the digital customer experience from travel brands?

Customer Experience 49

Customer Experience Best practices Personalization Customer Service 49

Kayako

JUNE 8, 2017

One of the biggest mistakes when measuring customer experience is focusing on what your team is doing instead of what your customers are experiencing. Metrics like time tracking, productivity, and performance take the front seat, but often don’t relate to the experience your customer receives or how they feel about it.

Metrics 96

Metrics Customer Experience Average Handle Time Surveys 96

Expivia

APRIL 29, 2021

If you need a computer and an internet connection to talk to the customer, you’re involved in digital customer service. Of course, talking to a customer over email or Facebook is much different than talking on the phone. But, the same principles apply when it comes to customer service skills. . Be Proactive.

Call Center 90

Call Center Customer Service Best practices Contact Center 90

Eptica

APRIL 18, 2018

Date: Wednesday, April 18, 2018 How good is the digital customer experience from travel brands? So, how are UK travel companies doing in terms of online customer experience? Travel brands successfully answered an average of 35% of questions on Twitter and 25% on Facebook, down from 50% and 45% last year.

Airlines 49

Airlines Customer Experience Multichannel Transportation 49

Eptica

NOVEMBER 29, 2017

Date: Wednesday, November 29, 2017 The changing face of European Customer Experience. Author: Olivier Njamfa How good are European companies at delivering the customer experience that consumers demand? You might also be interested in these posts: UK brands struggling with digital customer experience.

Customer Experience 49

Customer Experience Multichannel Surveys Marketing 49

Eptica

MARCH 14, 2017

Date: Wednesday, March 15, 2017 Chatbots and bots - what they mean for customer experience. But what do the terms bot, chatbot and artificial intelligence actually mean – and how can they improve your customer experience? At Eptica, we think that the application of AI can transform customer experience.

Chatbots 50

Chatbots Customer Experience Self service Marketing 50

Nicereply

JUNE 2, 2022

Before you invest some time and resources into a social customer service system , there are some key pieces of information you should know: What social media platforms (i.e., Twitter, Facebook, LinkedIn) are you receiving customer queries on? Are they public Twitter tweets tagging and mentioning your brand?

Customer Service 97

Customer Service Chatbots Customer Support Accountability 97

aircall

JUNE 21, 2021

If you are struggling to increase sales in your company, it may be time to take a closer look at your existing customers experience to see how they interact with business. Suppose there are gaps between what customers expect from an interaction and what they’re actually getting.

Sales 71

Sales Customer Experience Surveys Feedback 71

Eptica

MARCH 14, 2018

Date: Wednesday, March 14, 2018 How do UK banks rate on customer experience? Government legislation is committed to making it easier than ever for customers to change banks and interest rates remain low, meaning that service is a primary differentiator between companies. Published on: March 14, 2018.

Banking 49

Banking Customer Experience Multichannel Government 49

Spearline

OCTOBER 6, 2020

CX Day celebrates the professionals and companies that make great customer experiences happen. It’s an opportunity to recognize great customer work, discover professional development opportunities, and strengthen professional networks. "World-class" "World-class" NPS score - 79. Contact us.

Telecommunications 98

Telecommunications Surveys Enterprise Feedback 98

Eptica

JUNE 8, 2016

The state of UK travel customer experience. At the same time with so many options to choose from online, customers are more discerning about where they take their business, insisting on excellent customer service at all times. Given these factors, how is the sector performing when it comes to customer experience?

Airlines 49

Airlines Multichannel Customer Experience Contact Center 49

Eptica

MARCH 31, 2017

Date: Friday, March 31, 2017 5 key findings on the state of UK retail customer experience. Barriers to entry have dropped, competition has increased, and customer expectations continue to rise. The experience that retailers offer across digital channels is now crucial to winning and retaining customers.

Customer Experience 49

Customer Experience Surveys Self service Service level 49

ShepHyken

APRIL 27, 2018

Empower customers to easily search, filter and sort so they can find exactly what they are looking for. A quick product search that caters to every need is key, and provide word tags so products can instantly show up in search results. Read Shep’s latest Forbes Articles: To Create A Great Customer Experience, Sweat The Small Stuff.

Enterprise 204

Enterprise Feedback Personalization Sales 204

Eptica

NOVEMBER 11, 2015

Date: Wednesday, November 11, 2015 Comparing the retail customer experience in the United States and United Kingdom. Essentially they can improve their experience by reviewing how other people operate and applying best practice. For the United States, Facebook was also evaluated as a customer service channel.

Multichannel 75

Multichannel Customer Experience Self service Advertising 75

Eptica

APRIL 26, 2016

Date: Wednesday, April 27, 2016 Comparing the customer experience in the UK and France. This increases the focus on delivering an excellent customer experience to consumers, wherever they are located, if companies are going to have meaningful, engaged conversations with their audiences. Published on: April 27, 2016.

Multichannel 49

Multichannel Customer Experience Transportation Self service 49

Eptica

SEPTEMBER 27, 2017

Date: Wednesday, September 27, 2017 Bridging the chat gap in customer experience. Author: Pauline Ashenden Given its ability to deliver real-time, two way customer conversations, it is no surprise that chat has become a key channel for consumers looking to interact with brands. The changing face of UK customer experience.

Customer Experience 49

Customer Experience Chatbots Best practices Analytics 49

Eptica

MAY 25, 2017

Date: Thursday, May 25, 2017 How autonomous customers are driving Asian customer experience. Author: Vincent Giraud The relationship between customers and brands has fundamentally changed. 88% of Indians, 80% of Indonesians and 74% of consumers from Singapore would post a customer service message on Facebook.

Customer Experience 49

Customer Experience Self service Best practices Customer centricity 49

Eptica

MAY 9, 2018

Date: Wednesday, May 9, 2018 Author: Pauline Ashenden When times are tough, retailers must prioritize customer experience. More demanding consumers In such a competitive market, the customer experience delivered by retailers is key to helping them differentiate themselves, preserve margins and increase loyalty.

Customer Experience 50

Customer Experience Chatbots Self service Best practices 50

Eptica

MARCH 21, 2018

Date: Wednesday, March 21, 2018 Why your approach to knowledge is key to the customer experience. Author: Pauline Ashenden Providing access to knowledge is at the heart of creating an excellent customer experience. Knowledge drives customer loyalty and revenue Knowledge and customer satisfaction are closely related.

Customer Experience 55

Customer Experience Best practices Chatbots Self service 55

Eptica

NOVEMBER 13, 2015

Date: Friday, November 13, 2015 7 ways banks can transform customer experience. These companies are often built on innovative technology that means they can carry out transactions faster, smarter and more efficiently, than rivals, while delivering a superior customer experience. Published on: November 13, 2015.

Banking 77

Banking Customer Experience Finance Multichannel 77

ProProfs Blog

APRIL 23, 2019

Social media mentions have become a powerful way for customers to share their views and thoughts about any product, service, or company. When people tag brands on social media, it’s more likely they want to get companies’ attention and direct them to their story. Offer contact alternatives to your customers. The Don’ts. #1.

Customer Support 100

Customer Support Chatbots Feedback Customer Service 100

Eptica

MAY 6, 2020

” Against this backdrop, how are banks performing when it comes to putting the customer at the heart of everything they do? Just prior to the crisis, the 2020 Eptica Digital Customer Experience Study surveyed 50 brands in five vertical sectors – including ten leading UK banks. Are banks investing in the right areas?

Banking 79

Banking Customer Service Multichannel Best practices 79

Eptica

NOVEMBER 27, 2015

Date: Friday, November 27, 2015 Mobile – at the heart of the customer experience. This means that the smartphone is increasingly becoming the device of choice when making contact with companies , meaning that the mobile customer experience is vital for brands looking to differentiate themselves and engage with consumers.

Customer Experience 51

Customer Experience Multichannel Advertising Banking 51

Eptica

AUGUST 14, 2015

Date: Friday, August 14, 2015 The 10 steps to digital customer experience success in banking. This changing banking landscape, combined with continued low interest rates, means that the customer experience is now central to being successful in the market. Published on: August 14, 2015. Remove paper.

Banking 85

Banking Multichannel Customer Experience Finance 85

JivoChat

MAY 3, 2023

They are avid users of various platforms like Twitter, Instagram, and Facebook. User-generated content allows them to tag products with ease. They engage by commenting, sharing, and tagging others. Be Creative and Offer Customized Experiences Be clever with whatever content you put out into the public space.

Advertising 75

Advertising Marketing Accountability Sales 75

Eptica

AUGUST 30, 2017

Date: Wednesday, August 30, 2017 How text analytics delivers customer experience value. Author: Pascal Gauvrit Artificial intelligence (AI) has the power to transform customer experience, enabling brands to meet rising consumer expectations through tailored, high quality, relevant service that drives increased loyalty.

Analytics 50

Analytics Customer Experience Chatbots Best practices 50

Eptica

SEPTEMBER 18, 2015

Date: Friday, September 18, 2015 The six ways web self-service improves your customer experience. Author: Robin Tandon Customer service teams are currently faced with multiple challenges. Web self-service systems provide a way to balance these competing demands while enhancing the customer experience.

Self service 78

Self service Customer Experience Multichannel Contact Center 78

Natalie Petouhof

FEBRUARY 1, 2016

Tweet Audience Optimization is a new tool that reveals the hundreds of thousands of categories Facebook divides its users into, but also the number of people who belong to each one. not too niche nor too broad, Facebook auto-completes interests and displays the total audience size for each one.

Entertainment 40

Entertainment Advertising Accountability Marketing 40

Global Response

OCTOBER 26, 2022

Agents that embody the brand The luxury brand call center experience is much more than a transaction with a higher price tag – customers expect the quality to seep across every aspect of the experience, especially when interacting with service representatives.

Call Center 62

Call Center outsourcing Entertainment Contact Center 62