Second to None

JANUARY 22, 2019

Too often, brands blame a lack of technology or resources for their organizational problems. This piece was originally published by Huffington Post on January 4, 2018. “Companies are rendered irrelevant by their scarcity of new thinking not the introduction of new technologies. Finding Success in the Familiar. In 2016, 62.9

2005 48

2005 Telecommunications 2018 Voice of Customer 48

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.

2018 86

2018 Social Media Consumers Banking 86

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

MARCH 12, 2018

You can access the piece by clicking here , or by reading below : This piece was originally published by Type A Communications on March 8, 2018: “Just because two customers are close in age, live in big cities and earn similar incomes doesn’t mean they spend the same way. My Connection. The iPhone took only 2.5

Brands 54

Brands Voice of Customer Connections Events 54

Second to None

MARCH 14, 2018

You can access the piece by clicking here , or by reading below: This piece was originally published by Chief Marketer on March 8, 2018: “To combat advertising fatigue, more companies are turning to experiential marketing—creating powerful memories for participants while connecting with the people who genuinely want to interact.

ROI 54

ROI Events Social Media Return on Investment 54

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. KEEPING UP WITH CUSTOMER EXPECTATIONS. 2] His take?

Customer Experience 67

Customer Experience Voice of Customer Innovation Consumers 67

Lumoa

OCTOBER 31, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies , we’re changing the way businesses see their customers. Much of the improvement has been driven by advancements in product innovation and digital technology.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

Second to None

MARCH 19, 2018

Specifically, you can learn about 4 ways that IoT can improve you Customer Experience, written by Alison DeNisco Rayome for TechRepublic. Businesses can capitalize on data collected by IoT devices to deliver personalized experiences to customers in the physical world, according to the report. ” 2. .””

Voice of Customer 59

Voice of Customer Brands 2018 Customer Journey 59

COPC

SEPTEMBER 9, 2019

“… the technology revolution (e.g., Ding Yi (Allen), Director of Customer Service. recently sat down with Ding Yi (Allen), Director of Customer Service, who oversees the development of artificial intelligence (AI) in customer service at Ant Financial. Putting the elements together is much like using Lego building blocks.

Financial 40

Financial 2004 Customer Satisfaction Innovation 40

Second to None

FEBRUARY 19, 2019

Private brands allow stores to provide a unique experience while curating an emotional connection between the brand and shoppers. 3] Offering a sense of familiarity and consistency, private brands have proven to increase trust and loyalty in customers. 1,2,4] PYMNTS.com, Enterprise Retail Grocery Report October 2018. [3]

Brands 73

Brands Rewards Programs Loyalty Fashion 73

Second to None

FEBRUARY 19, 2019

Private brands allow stores to provide a unique experience while curating an emotional connection between the brand and shoppers. 3] Offering a sense of familiarity and consistency, private brands have proven to increase trust and loyalty in customers. 1,2,4] (2018). Enterprise Retail Grocery Report October 2018.

Brands 48

Brands Rewards Programs Loyalty 2018 48

Second to None

APRIL 24, 2018

If you feel like 2018 is your time to get into mobile marketing for your business , there are a few common mistakes and faux pas you can easily avoid right from the start. Smart devices and mobile technology create unique opportunities for small businesses to reach potential customers. The question is: How do you get started?

Marketing 59

Marketing Advertising Social Media Voice of Customer 59

Second to None

FEBRUARY 16, 2018

on February 7, 2018: “When the heads of Berkshire Hathaway, Amazon and JP Morgan Chase announced that they would start a new non-profit initiative to find a better healthcare solution for their employees, stocks across major healthcare and insurance companies fell dramatically.

Healthcare 54

Healthcare Innovation Leadership Voice of Customer 54

COPC

SEPTEMBER 3, 2019

“… the technology revolution (e.g., Ding Yi (Allen), Director of Customer Service. recently sat down with Ding Yi (Allen), Director of Customer Service, who oversees the development of artificial intelligence (AI) in customer service at Ant Financial. re-establishment of industry standards.”. We recognize that COPC Inc.

Financial 40

Financial Customer Satisfaction 2004 Technology 40

Team HGS

FEBRUARY 13, 2018

We started by gathering new “findings within the findings,” by polling attendees with a basic CX assessment: “Have you had a frustrating customer experience in 2018?” But, is it the primary driver of your customer experience? More likely it’s something like how much customer effort it took to get the right answer.

Customer Service 40

Customer Service Net Promoter Score Contact Center NPS 40

ERDM

JANUARY 22, 2019

Through voice of customer (VoC) research, a six-step circle of value was identified (Figure 1): Figure 1: The six-step circle of value. Trust is the foundation; it opens the customer to reciprocity as a fair exchange of value. Customers expect recommendations and content to truly reflect their preferences.

Customer Experience 53

Customer Experience Sales Customers ROI 53

ERDM

JANUARY 22, 2019

Through voice of customer (VoC) research, a six-step circle of value was identified (Figure 1): Figure 1: The six-step circle of value. Trust is the foundation; it opens the customer to reciprocity as a fair exchange of value. Customers expect recommendations and content to truly reflect their preferences.

Customer Experience 49

Customer Experience Sales Customers ROI 49

SurveySensum

JULY 14, 2020

Mike is the Founder and Managing Partner at Storyminers and helps mid-market companies to achieve higher operating results and profitable exits using Storyminers’ unique combination of Story, Strategy, Experience Design, and Technology. LinkedIn : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Kustomer

APRIL 23, 2020

In order to create these experiences, one of the best starting points is by going through the process of identifying the customer’s needs and expectations. While the advancement of innovation and technology are continually changing the ways in which expectations are expressed, many of the fundamental needs remain the same.

Customer Satisfaction 52

Customer Satisfaction Definition Customers Customer Service 52

Doing CX Right

JULY 24, 2019

Stacy : (01:08) I joined Schindler summer of 2018. I left my customer experience job at Verizon Wireless to join Schindler in North America. I believe as it’s an important topic, especially with the evolution of new CX measurement tools and technology, it’s only going to get bigger. Sarah: (11:53) Yeah.

NPS 40

NPS Measurement Net Promoter Score Customer Satisfaction 40

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. After taking on various roles at Deloitte, Strategy, and GSK, he has been serving as the VP of Digital & Analytics Transformation at Genpact since May 2018. Temkin Group was acquired by Qualtrics in October, 2018.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. After taking on various roles at Deloitte, Strategy, and GSK, he has been serving as the VP of Digital & Analytics Transformation at Genpact since May 2018. Temkin Group was acquired by Qualtrics in October, 2018.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Customer Alignment

DECEMBER 18, 2017

As I was considering ‘what to expect in 2018’, I took a step back and contemplated 2017. However, along the way many companies have ‘processed out’ any empathy or recognition of how the experience feels for a customer. Ease and efficiency won’t make customers stick around; emotion will and they will pay for a good one.

2017 45

2017 2018 Chief Customer Officer NPS 45

Qualtrics

FEBRUARY 20, 2019

After GE I worked at a tech company – and then spent a few years at Fidelity Investments, where I led the development of digital connections with B2B clients, building things such as trading systems for corporate treasurers and asset allocation systems. We wanted to make sure CX was driven by practitioners, not technology”.

2002 30

2002 B2B Culture Events 30

Lumoa

APRIL 3, 2018

The Net Promoter System is an open source system, which means you can change&customize the questions for your own purpose. Unfortunately this sometimes leads to misunderstanding the customer feedback and, as a result, ignoring the voice of customers as a whole. That's where text analytics technologies come into play.

Net Promoter Score 134

Net Promoter Score NPS Touchpoint Feedback 134

Second to None

FEBRUARY 21, 2018

You can access the piece by clicking here , or by reading below : This piece was originally published by CMO.com on February 14, 2018: “HP is in the midst of a companywide digital transformation, according to Alex Craddock, the company’s global head of marketing for personal systems. “In Craddock: Find your purpose.

Omnichannel 54

Omnichannel Brands Retail Consumers 54

Second to None

MARCH 16, 2018

You can access the piece by clicking here , or by reading below: This piece was originally published by Oracle on March 16, 2018: “Customer Experience (CX) is not just a buzz word. VR and AR will play an important role in connecting the online and in-store experience. Register for Modern Customer Experience 2018 here. .

2018 63

2018 Customer Experience 2017 Customer Satisfaction 63