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Britannic knows feedback is vital to a customer experience strategy because it provides valuable insights into what customers think, feel, and want from a business. It helps your company identify areas for improvement, validate the success of existing communication strategies, and understand what differentiates them from competitors. Customer feedback also helps companies to tailor their services to meet the changing needs and expectations of their customers, which can increase customer satisfaction and loyalty. Additionally, soliciting customer feedback shows customers that the company values their opinions and is committed to providing a positive experience, which can improve customer relationships and build trust.
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Britannic deem it necessary to a customer experience strategy because it provides valuable insights into what customers think, feel, and want from a business. It helps companies to identify areas for improvement, validate the success of existing initiatives, and understand what differentiates them from competitors.
Customer feedback also helps companies to tailor their services to meet the changing needs and expectations of their customers, which can increase customer satisfaction and loyalty. Additionally, soliciting customer feedback shows customers that the company values their opinions and is committed to providing a positive experience, which can improve customer relationships and build trust.
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Capturing insights from customers around their experience is vital for business development. Our trusted solution allows you to capture capture customer feedback and thoughts through voice, email, SMS, social media and messaging apps. This feedback can be managed in a reporting dashboard, ready for you to act upon.
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It's a known fact that the contact centre has a high-turnover of employees. Therefore, it's important from day 1 of employment to make sure that your employees are equipt with the right tools and have an understanding of how to use them. Having a contact centre solution that is easy to use and easy to measure personal metrics on will fill your agents with confidence.
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Customer Experience Management (CEM) and Customer Experience Strategy are related concepts but they refer to different aspects of customer experience.
CEM is the process of designing, measuring, and improving the interactions between a business and its customers. It involves implementing strategies to deliver exceptional customer service across all touchpoints and ensuring that customer needs and expectations are met.
Customer Experience Strategy, on the other hand, is a broader concept that involves defining the overall approach and vision for how a business will create and deliver customer experiences. It includes setting goals, identifying target customers, understanding their needs, and developing a plan to deliver differentiated and valuable experiences that align with the business's goals and values.
In essence, CEM is the execution of a customer experience strategy. While CEM focuses on improving individual interactions and touchpoints, customer experience strategy focuses on defining the big picture for how a business will deliver value to its customers.
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Having PCI DSS software implemented does not guarantee 100% safety, but it can significantly increase the safety and security of payment card data. The level of safety increase can vary based on the specific implementation and how well the software is designed, implemented, and maintained.
Additionally, having PCI DSS software can also help organisations identify and respond to security incidents quickly, as it requires organisations to have incident response plans in place. This can further reduce the impact of a potential breach and increase overall safety.
It's important to note that having PCI DSS software is just one aspect of a comprehensive security program. Organisations should also implement other security measures, such as access controls, network security, and staff training, to further enhance safety which Britannic can offer too.
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Credit and debit card fraud can cost the UK economy significant amounts of money each year. According to UK Finance, which represents the banking and finance industry, the total losses due to card fraud in the UK in 2021 were around £470.5 million.
The cost of credit fraud is not just financial. It can also have a significant impact on the trust and confidence that consumers have in the banking and finance industry, and can damage the reputation of individual businesses that suffer from fraud attacks. As such, it is important for organizations to implement effective measures to prevent and detect fraud, and to respond quickly and appropriately in the event of a fraud attack.
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The amount of money that your business would save on average by implementing automated email management tools and software like INBOX for your employees would depend on several factors; such as the number of employees, the amount of hours worked, the amount of emails received on average and the amount of emails that can be automated.
If you're interested in email automation and management then try our INBOX calculator for free. Answering 4 simple questions will give you a snapshot of ROI by investing in our INBOX software.
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The amount of time that businesses waste on email administration and management can vary widely, but Britannic finds that the typical factors are determined by:
- Number of employees
- Frequency of email communication
- The complexity of existing email systems and software (if any)
- Confidence and skill level of the employee
- The efficiency of email management processes
- Telephony infrastructure - do employees have the same experience working remotely as they do in the office?
Studies have shown that email administration and management can be a significant time sink for businesses. McKinsey & Company found that employees spend an average of 2.6 hours per day on email-related tasks, amounting to approximately 28% of their workweek.
Another study conducted by Adobe Systems found that the average worker spends 4.1 hours per day checking email, which translates to 20.5 hours per week. The study also found that workers feel overwhelmed by the number of emails they receive and spend significant time deleting or organising emails.
By implementing INBOX our automated email software tool, business can save significant time and money, but also drastically increase customer service, response times and employee well-being and satisfaction.
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There's a considerable amount of time-wasting practices that employees fall trap to, all which can be avoided by investing in a smart email management tool:
- Checking emails too frequently: Constantly checking email can be a major distraction to an employees day to day tasks. Employees may waste time repeatedly switching between email and other work, rather than focusing on completing one task at a time.
- Managing and curating their inbox: Many employees waste a lot of time sorting through their emails, whether that's putting emails in different folders, flagging emails with different priorities, or even deleting spam and checking junk. This email 'housework' is a big time sink.
- Not prioritising emails correctly, or not at all: Employees may waste time on less important emails, such as newsletters or marketing promotions, rather than focusing on urgent or important messages. This can lead to important emails being missed or delayed, resulting in missed deadlines or opportunities.
- Responding to emails immediately: Responding to every email immediately can be a significant time drain. Employees may spend too much time crafting lengthy responses or providing unnecessary details when a brief response would suffice.
- Replying to all: Employees may waste time by replying to all recipients on an email thread, even if their response is not relevant to everyone. This can result in unnecessary email clutter and may lead to confusion or miscommunication.
- Poor email organisation: Employees who do not organise their email effectively may waste time searching for old emails or important attachments. This can be especially frustrating when dealing with a high volume of email traffic.
- Multitasking: Attempting to multitask while responding to emails can be a significant time drain. Employees may spend more time switching between tasks than actually completing them, resulting in decreased productivity.
- Email anxiety: Many employees feel the need to respond to seniors quickly and this is also true for customers; however this is most of the time at the cost of not responding to others and the longer an email is unanswered, the more anxiety and worry is built up, leading to the employee rushing a response which can lead to errors and misinformation.
- Checking emails too frequently: Constantly checking email can be a major distraction to an employees day to day tasks. Employees may waste time repeatedly switching between email and other work, rather than focusing on completing one task at a time.
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