Eptica

JANUARY 22, 2016

Date: Friday, January 22, 2016 So how did customer service perform in 2015? The US picture – could do better Overall 2015 was a poor year for customer service across the US, with close to six out of ten companies (59%) seeing a fall in customer ratings according to the American Customer Satisfaction Index (ACSI).

2015 49

2015 E Commerce Customer Service Social Media 49

Eptica

SEPTEMBER 10, 2015

Date: Wednesday, September 16, 2015 Why aren’t organizations embracing digital customer service? Published on: September 16, 2015. Author: Steve Nattress The spread of digital customer service channels, from email and chat to social media , can provide organizations with significant benefits. Share this page on: Tweet.

Customer Service 76

Customer Service Social Media Contact Center 2015 76

Eptica

DECEMBER 11, 2015

Date: Friday, December 11, 2015 Festive failings in UK customer service. Published on: December 11, 2015. In this post we will focus on the UK results of the 2015 Eptica Retail Black Friday Customer Experience Study in which there were three main findings: 1. billion was spent on the day itself.

E Commerce 49

E Commerce Customer Service 2015 Social Media 49

ijgolding

MARCH 22, 2017

A study by Convergys states that 73% of GenY customers will leave after one bad experience and have no hesitation to go public with their dissatisfaction. These kind of interactions and post-purchase reviews across social media can go viral and put a dent on the company’s reputation and revenue in detrimental ways.

E Commerce 81

E Commerce Customer Experience Multi-Channel E-support 81

Eptica

MARCH 14, 2018

They want an easy, transparent experience from brands that treat them well, value their time and reduce friction in all areas. How are UK banks doing in terms of the customer experience? However, this was a drop from 2016’s figure (84%) and 2015’s 91%. Speed of response varied from 55 minutes to over 21 hours.

Banking 49

Banking Customer Experience 2018 Social Media 49

C3Centricity

SEPTEMBER 14, 2020

Brian Solis wrote a great article on “11 Trends Shaping The Future Of Retail” based on a presentation he wrote back in 2015 – an eternity these days! Balance web rooming and showrooming by investing in mutually-beneficial experiences and outcomes on both sides. Source: Brian Solis. Conclusion.

Retail 86

Retail E Commerce Apparel Transportation 86

C3Centricity

APRIL 29, 2020

Brian Solis wrote a great article on “11 Trends Shaping The Future Of Retail” based on a presentation he wrote back in 2015 – an eternity these days! Balance web rooming and showrooming by investing in mutually-beneficial experiences and outcomes on both sides. Source: Brian Solis. Conclusion.

Retail 73

Retail E Commerce Apparel Transportation 73