Contact Center Pipeline
AUGUST 25, 2015
In Pipeline’s 2013 Multichannel Metrics Survey, we asked contact centers for the criteria that they use to determine when to respond and when not to. A key consideration for your social customer service team is determining whether they will respond only to certain types of posts or comments—or everything.
Eptica
SEPTEMBER 30, 2015
It shows there has been scant change to customer service levels, with no overall improvement since 2013. The 2015 Eptica Multichannel Customer Experience Study found that over half of routine customer questions were not answered successfully on digital channels by top UK brands , with little improvement since 2014.
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Eptica
JULY 27, 2016
Previously it seemed to almost pride itself on customer service that deliberately annoyed travellers, but changed tack after multiple profit warnings in 2013. A good example of the benefits of overhauling customer service is budget airline Ryanair. The result? Profits rose by more than a third, to over €2 billion in 2015.
Beyond Philosophy
JUNE 11, 2015
In place of a loyalty program, Asda believes it provides customers with what they want most, a “great multichannel retail experience”. It’s the second largest supermarket company behind Tesco; and, similar to the U.S., newer low-priced chains such as Aldi are actively competing with Asda.
Eptica
FEBRUARY 12, 2016
The six monthly study, which is based on the views of 10,000 customers, has improved by 1 point since January 2015 but is still well below the January 2013 peak of 78.2. This is further demonstrated by the poor scores given by consumers for multichannel performance. points to 77 out of 100. Share this page on: Tweet.
Eptica
JANUARY 25, 2017
Satisfaction is at its highest since July 2013 , according to the 10,000 consumers who were asked for their views on companies in 13 different sectors. Overall, consumer satisfaction has risen to 77.8, compared to January 2016, marking the fourth straight improvement in results. Share this page on: Tweet.
CX Journey
APRIL 7, 2015
Image courtesy of dsearls Today''s post is a modified version of a post I originally wrote for Confirmit in March 2013. That is the risk we run into with multichannel and cross-channel customer experiences. customer experience data journey map multichannel experience omnichannel voice of customer' Don’t worry! You''re not alone.
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