Second to None

AUGUST 2, 2018

Every brand, across most industries, is trying to simultaneously capture and avoid viral moments on a daily basis. Ideally, these small instances captured by a cell phone camera help galvanize both current and potential patrons so that they get a clear picture of your brand message in a natural setting.

Brands 59

Brands Airlines Social Media Events 59

Second to None

FEBRUARY 19, 2019

[2] So, while it is important to stay on top of the increasing digital trend, it is equally as important to maintain a strong brand experience for in-store customers. Big change in any industry is slow; in the meantime think about these ideas to improve your grocery store’s brand experience. Private Brand (PB).

Brands 48

Brands Rewards Programs Loyalty 2018 48

Second to None

SEPTEMBER 13, 2018

Recently, Amazon made another huge leap in their brand journey, eclipsing a market value of over $1 trillion. 1] Amazon provides its customers with unprecedented convenience, product selection, all matched with above-average customer service and a beloved Prime loyalty program.

Retail 54

Retail Brands Fashion 2017 54

Waypoint Group

JANUARY 11, 2018

Customer advocacy, listening, engagement, and experience (CX) are hot topics in 2018. These terms were surely overused last year but they highlight a heightened awareness of the Customer Voice. It’s clear that brand affinity is increasing in power especially as competition heats up in many product and service categories.

2018 45

2018 Customer Voice Customers Engagement 45

Second to None

APRIL 9, 2018

Measuring what the most successful brands are doing in any industry can serve as a great source of information for your organization. One recent initiative that organizations can learn from was implemented by the luxury brand Sephora. Loyalty is a data-driven ecosystem, so that’s hugely powerful.””

Brands 54

Brands E Commerce Retail Loyalty 54

Customer Alignment

JANUARY 21, 2018

We have all seen a range of articles talking about predictions for Customer Experience in 2018. Forrester have called it ‘ A year of Reckoning’; they state that there is “a burning platform mandating bold action” but also that 30% of companies will see further declines in CX quality in 2018.

2018 40

2018 Net Promoter Score NPS 2017 40

Second to None

MARCH 12, 2018

Customer Experience measurement programs usually share the over-arching goal of capturing an accurate understanding of how, when and why customers purchase a product. Despite what they have in common, they could be very different customers once we dig into the details. How do I get smarter about them through their connections?

Brands 54

Brands Voice of Customer Connections Events 54

Second to None

MARCH 5, 2018

Too often, brands will create an over-arching strategy that places profit as the number one priority. Brands that do manage to place providing value to customers at the center of their strategy will be revealed as leaders in their respective industries. Channel P&Ls Versus Customer P&Ls .

Brands 54

Brands E Commerce Retail ROI 54

Second to None

FEBRUARY 23, 2018

Advanced technology has opened up a new world of brand-to-customer communications, but simply upgrading your CX infrastructure is not enough to become an industry leader. Zappos also uses analog personal communications with branded thank-you notes decorated with employee-created doodles.

Technology 54

Technology Brands Voice of Customer Communication 54

Waypoint Group

MAY 25, 2018

For four days, the biggest brands, the brightest minds, and Medallia partners and customers congregated to discuss best case practices and different strategies that enhance the customer experience for patrons and clients alike.

2018 66

2018 Customer Centricity B2C B2B 66

Second to None

MARCH 9, 2018

Customer expectations within the social media space are changing as the technology platforms become more integrated in society. Specifically, the ability to provide a high level of customer service can help improve the way that online consumers perceive your brand. Brands have a lot of work to do to meet these expectations.

Social Media 69

Social Media Customer Service 2018 Brands 69

Second to None

APRIL 11, 2018

Consumer preferences are continually shifting, and brands that manage to update their CX platform to meet this moving target are positioning themselves to provide a great value to customers. Check out the following five trends in the Customer Experience world, curated by Dom Nicastro for CMSWire.

Customer Experience 54

Customer Experience 2018 Voice of Customer 2017 54

Second to None

MARCH 30, 2018

Creating a great Customer Experience can serve as a huge differentiator between your brand and the rest of the competition, but it can be very challenging to establish this level of service. I’ve never been able to thank the individual who helped me, but this kind of customer experience is unforgettable.

Customer Experience 112

Customer Experience Airlines Brands Voice of Customer 112

Second to None

OCTOBER 16, 2018

The holiday season is approaching and it can help determine whether 2018 was a year of growth or stagnation for your retail brand. New technologies have shifted consumer expectations, changing the necessary preparatory work that a brand must complete to ensure a bountiful holiday season.

Customer Engagement 67

Customer Engagement Engagement Retail Voice of Customer 67

Customer Bliss

NOVEMBER 23, 2018

Today, I’m replaying one of our most popular episodes from 2018 about the employee experience and building customer loyalty at Hertz with Eric Smuda , VP of Customer Experience and Loyalty. The employees liked the new uniform and how it made them feel — more confident, and more prideful in the brand and their job.

Employee Experience 143

Employee Experience Loyalty Programs Chief Customer Officer Loyalty 143

Second to None

APRIL 4, 2018

Creating loyalty amongst your target customers serves a challenge for brands in any industry, and ultimately, those organizations that do inspire customers to return to their brand are positioning themselves for continued success. How are retailers working to retain customers and maintain a loyal customer base?

Retail 54

Retail 2017 2018 Voice of Customer 54

Second to None

JUNE 7, 2018

Creating a lasting impression in the minds of your target customers can be a daunting task for brands across different industries. Creating an online experience that pushes customers further along their path-to-purchase can be a differentiator between growth and stagnation. 1,2,3,4 [link].

Social Media 59

Social Media Voice of Customer Brands Consumers 59

Second to None

MARCH 19, 2018

Every moment along the customer journey can impact the way customer’s perceive your brand, including moments in which there isn’t even a direct interaction with an employee. As the Internet of Things becomes more commonplace than ever before, customers have altered expectations than in the past. ” 2. .

Voice of Customer 59

Voice of Customer Brands 2018 Customer Journey 59

Second to None

MAY 9, 2019

The fact is, customers’ information allows for companies to create a more personalized , low-effort customer experience that ultimately leads to higher satisfaction. Though over the years, customers have grown to be skeptical towards the collection of consumer data. Keep your Data Safe. 1,3] [link]. [2][link]. 2][link]. [4]

2018 86

2018 Social Media Consumers Banking 86

Second to None

APRIL 26, 2019

The same concept is true for the Service Recovery Paradox (SRP), a phenomenon that refers to the scenario in which a customer’s loyalty is increased after a company corrects a mistake, more so than had the mistake never occurred. So is this something that companies should strive for? In short, no. 2,3] [link]. 2,3] [link].

Loyalty 81

Loyalty B2C Brands 2018 81

Second to None

APRIL 12, 2019

In a recent article , Abhi Yadav, CEO and Co-Founder of customer analytics platform company, Zylotech, shared his hot tip on acquiring and retaining customers: relevancy. Yadav highlights data from a 2018 Accenture study that found that more people are making purchases based upon a brand’s relevancy. [1] 1] [link]. [2]

Omnichannel 69

Omnichannel Multi-Channel B2C Customer Centricity 69

Second to None

JANUARY 22, 2019

Too often, brands blame a lack of technology or resources for their organizational problems. Rather than focus on the new tech that could be implemented to improve the Customer Experience, check out the following organizational philosophies written by Randy Pennington for the Huffington Post. Ease of use will be the driving factor.

2005 48

2005 Telecommunications 2018 Voice of Customer 48

Second to None

APRIL 26, 2019

The same concept is true for the Service Recovery Paradox (SRP), a phenomenon that refers to the scenario in which a customer’s loyalty is increased after a company corrects a mistake, more so than had the mistake never occurred. Are brands missing opportunities to increase their customer loyalty by being too good at customer service ?

Loyalty 76

Loyalty B2C Brands 2018 76

Second to None

FEBRUARY 16, 2018

As it continues its move towards becoming a global business hegemony, Amazon is providing value to more than just its customers. Recently, the powerhouse brand announced a new effort to improve the way they provide their employees with healthcare, sending shockwaves throughout the healthcare industry.

Healthcare 54

Healthcare Innovation Leadership Voice of Customer 54

Second to None

FEBRUARY 19, 2018

Personalization can serve as a differentiator for your brand’s Customer Experience platform, but there is a fine line between providing a uniquely specific service and creating an invasive perception of your brand. Companies that think they’re good at listening to their customers often pay attention to the wrong things.

2018 59

2018 Retail Brands Consumers 59

Second to None

FEBRUARY 6, 2019

Research revealed little to no improvement in customer experience over the course of 2018 [1]. Shaw argues that in order to see tangible improvements in customer experience, companies must be willing to disrupt the status quo of their organization. 2] His take? Companies are afraid to make big changes. 1] [link]. [2]

Customer Experience 67

Customer Experience Innovation Voice of Customer Consumers 67

Second to None

MARCH 14, 2018

By converting these channels into experiential destinations, you are proving to your customers that your relationship goes beyond simply being transactional. Effective measurement of event ROI depends on how the brand defines success. Is the point to increase brand awareness or social reach? Build long-term customer connections.

ROI 54

ROI Events Social Media Return on Investment 54

Second to None

MARCH 21, 2018

Brands that operate in the B2B space have just as much of a responsibility to provide a great Customer Experience to their users than traditional B2C organizations. The ability to capture the voice of your customer and act on these insights can separate your brand from competitors in the industry. Example?

B2B 59

B2B B2C Transportation Voice of Customer 59

Second to None

APRIL 2, 2018

Establishing a level of Customer Experience performance that contributes to high retention rates will ultimately be the differentiator between your brand and the competition. on April 2, 2018: “ Customer acquisition is an ongoing challenge. I use the Pareto principle to evaluate customer strategies.

Omnichannel 54

Omnichannel Brands Voice of Customer Customers 54

Second to None

MARCH 28, 2018

Encouraging excellent relationships with customers can be a significant differentiator across almost every industry. Customer retention is a key signifier of a high-performance CX platform, and your brand’s ability to provide the unique value desired by your target customers.

Net Promoter Score 59

Net Promoter Score NPS Voice of Customer Customers 59

Second to None

FEBRUARY 28, 2019

Watermark Consulting’s 2019 Customer Experience ROI study examined the cumulative total stock return of the L eaders and L aggards in CX over the span of eleven years (Forrester Research’s CX Index from 2007-2015 & Temkin Group’s Experience Ratings from 2016-2018). They gathered consumer data from 10,000 respondents in the US.

ROI 54

ROI 2007 2018 2019 54

Second to None

MARCH 7, 2018

The ability to curate high levels of customer engagement can help brands to increase their customer retention rate, which can have a direct impact on overall profitability. To learn more about customer engagement strategies, check out the following piece written by Kenneth Adams for Forbes. Get after it.

Customer Engagement 54

Customer Engagement Engagement Voice of Customer Brands 54

Second to None

APRIL 24, 2018

The following article is a guest post submitted by Jim Rulison from Media Loop , an organization dedicated to helping brands reach more prospects, optimize their strategize and increase sales: If you are interested in submitting a guest post to the Second To None blog, please reach out to danielb@secondtonone.com with your idea.

Marketing 59

Marketing Advertising Social Media Voice of Customer 59

Second to None

FEBRUARY 28, 2019

Watermark Consulting’s 2019 Customer Experience ROI study examined the cumulative total stock return of the L eaders and L aggards in CX over the span of eleven years (Forrester Research’s CX Index from 2007-2015 & Temkin Group’s Experience Ratings from 2016-2018). They gathered consumer data from 10,000 respondents in the US.

ROI 48

ROI 2007 2018 2019 48

Second to None

FEBRUARY 8, 2018

The ability to push your organizational website to the top of related search queries can serve as a huge positive for your online customer acquisition rates. However, it can be challenging to determine what exact keywords your brand should target and what copy you need to include in your ad in order to get the most possible site visitors.

Consumers 67

Consumers Voice of Customer Brands Marketing 67

Stella Connect

OCTOBER 26, 2021

Call center performance management has, for many brands, changed little over the years. Managers spend their days coaching and training their team on brand standards, best practices, and overcoming common customer issues. 4 Business Benefits of Using Customer Feedback in Call Center Performance Management.

Call Center 52

Call Center Management Contact Center Feedback 52

Lumoa

OCTOBER 31, 2018

It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. We asked 15 experts these three questions to figure out what direction industry is taking: How do you see the future of customer experience? How to overcome those challenges?

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64