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Retailers must gear up for mobile influenced cross-channel sales
Cross-channel sales, also known as web-influenced sales, are purchases that are touched by a digital channel but are not completed online. According to US data from Forrester, cross-channel sales are...
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20 years of ecommerce – and the impact on every business
The first secure ecommerce transaction took place 20 years ago when a lucky shopper paid $12.48 plus shipping to buy Sting’s album, Ten Summoner’s Tales, from NetMarket. From these small beginnings...
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Amazon joins the High Street?
If recent media rumours are to be believed, Amazon is planning to open its first bricks and mortar outlet, located in the heart of New York City, close to the Empire State Building and world famous...
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2015 and the rise of customer experience
All companies understand the importance of delivering a superior customer experience (CX). The combination of intense competition, more demanding customers and an increasing range of channels, mean...
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Online reviews and the impact on customer service
Since online reviews became prevalent, championed by the likes of Amazon, their impact has spread widely across multiple industries. This has been driven by three main factors: The growth of ecommerce...
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Maintaining customer service levels at the busiest times of the year
One of the most frustrating experiences for consumers is calling a company with a query and being met with a recorded message saying ‘we are experiencing high call volumes at present, please hang up...
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Will 2014 be a Happy Christmas for retailers?
No retailer needs reminding that Christmas is the busiest time of the year, and a strong peak trading period can make the difference between success and failure for a business. There is therefore a...
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Customer service and Christmas deliveries
For many people, online is becoming the default channel for buying Christmas presents, with trips to the High Street relegated to either window shopping for ideas, top up purchases or to pick up Click...
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5 Customer Experience lessons of Christmas 2014
For retailers, the peak Christmas trading period is fundamental to their revenues. However it is also the most competitive time, with everyone looking to increase their share of the £36.5 billion...
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Looking back – key trends from the Eptica blog in 2014
2014 was an extremely busy year in the customer experience market. The combination of more demanding consumers, new contact channels and increased regulation drove innovation and increased investment...
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