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.

Voice of Customer 59

Voice of Customer Brands 2018 Customer Journey 59

Second to None

MARCH 9, 2018

People have a shorter attention span than ever before, and that is especially true online, so your social media customer service team needs to be able to respond quickly and appropriately to social media interactions. No wonder 2018 is the year that brands are investing in great social media customer service.”

Social Media 69

Social Media Customer Service 2018 Brands 69

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. The onus is on us, as brands, to listen up and to turn these various conversations into meaningful decisions that improve the customer’s experience.

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. Adopting these novel methodologies as a cog in your brand experience platform can help your team encourage high levels of customer engagement across different points along the customer journey.

Customer Engagement 67

Customer Engagement Engagement Retail Voice of Customer 67

Second to None

APRIL 4, 2018

You can access the piece by clicking here , or by reading below: This piece was originally published by Oracle on April 3, 2018: “Customers are a business’ most valuable asset, which is why they spend a lot of money to acquire new ones and work hard to retain the ones they have.

Retail 54

Retail 2017 2018 Voice of Customer 54

Second to None

APRIL 2, 2018

To reach this level of performance, your entire organization from leadership to cashiers needs to buy-in. on April 2, 2018: “ Customer acquisition is an ongoing challenge. You need customers for your company to survive , but converting them is costly. Be Everywhere With Omnichannel.

Omnichannel 54

Omnichannel Brands Voice of Customer Customers 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. You have to know what the customer wants before you can give it to them.

Customer Experience 67

Customer Experience Voice of Customer Innovation Consumers 67

Second to None

JANUARY 22, 2019

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. This piece was originally published by Huffington Post on January 4, 2018. Ease of use will be the driving factor.

2005 48

2005 Telecommunications 2018 Voice of Customer 48

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

Lumoa

OCTOBER 31, 2018

In my opinion, three things that are essential for CX include: Restoring trust – 2017 has seen more examples of organizations continuing to fail to meet basic customer expectations. In 2018, all brands across all industries are going to have to work hard to restore trust with the everyday consumer. 2018 will be the year of CX and AI.?

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

Second to None

MARCH 28, 2018

on March 27, 2018: “A business is only as good as its customers. But how you interact with your customers after they become customers is perhaps the most important part of the business-client relationship. We also create new ways to engage customers and get them engaged with the yoga community.

Net Promoter Score 59

Net Promoter Score NPS Voice of Customer Customers 59

Second to None

FEBRUARY 23, 2018

Properly trained employees will serve as the most influential indicator of a leading Customer Experience, which is described in greater detail below by Joey Coleman for Brand Quarterly. Now Is The Best Time For Real Customer Relationships. Social platforms make it convenient to find out what is happening in your customers’ lives.

Technology 54

Technology Brands Voice of Customer Communication 54

Second to None

SEPTEMBER 13, 2018

Customers can log on to their marketplace and access products across every industry, provided by third-party vendors or Amazon themselves. In fact, Amazon’s 2018 online sales will account for close to 50% of all online sales spent in the United States, up close to 30% of their share from 2017.[2]

Retail 54

Retail Brands Fashion 2017 54

Second to None

APRIL 9, 2018

You can access this article by clicking here , or by reading below: This piece was originally published by DIGIDAY on April 6, 2018: “Sephora’s retail teams have been operating differently since the company broke down one of the biggest internal barriers in October of last year, combining its in-store and digital teams.

Brands 54

Brands E Commerce Retail Loyalty 54

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. Sometimes, this also means creating interactive content that utilizes the unique capabilities of smart devices. The question is: How do you get started?

Marketing 59

Marketing Advertising Social Media Voice of Customer 59

Second to None

FEBRUARY 8, 2018

on January 31, 2018: “It may come as no surprise that more than 70 percent of customers start their purchase journeys on their laptops, phones or tablets. ” Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Consumers 67

Consumers Voice of Customer Brands Marketing 67

SurveySensum

JULY 14, 2020

Recognized as one of the most prominent and valued millennial voices in CX, Clare Muscutt is an International Consultant, Keynote Speaker and soon to be the Author of the book ‘How to be Awesome at CX’. She has carved a successful career in both customer service and CX leadership across Financial Services and Telcos.

2020 132

2020 Customer Experience Magazine Consulting 132

Kustomer

APRIL 23, 2020

As a result, Mary claims that it is the company’s job to identify “the need of the customer according to their ever-changing expectations.”. Building on this, the customer’s experience is established through each of the interactions they have with a company. The Five Drivers of Customer Satisfaction. Or what was it, 2018?

Customer Satisfaction 52

Customer Satisfaction Definition Customers Customer Service 52

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Mr. 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. Mr. 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

Second to None

SEPTEMBER 20, 2018

It’s no wonder then that as customer habits transitioned further towards mobile, Google answered. On the March 26th of 2018, Google announced that they were rolling out mobile-first indexing. In 2018, all eCommerce platforms provide responsive templates. Customers of all shapes and sizes want to shop whilst on the move.

Customer Experience 54

Customer Experience 2018 Customer Journey Mapping Voice of Customer 54

Second to None

APRIL 6, 2018

on April 6, 2018: “ A business without customers is like a boat on dry land. Despite this, some organizations that claim to be customer-centric take their customers for granted. Within two years , customer experience will overtake both price and product quality as the primary differentiator between competitors.

Brands 61

Brands Customer Centricity Voice of Customer Consumers 61

Second to None

APRIL 16, 2018

Simply collecting data about how customers are interacting with your brand is not enough to curate a leading CX platform. Each of those potential points of interaction creates data every time the customer acts by clicking on a website or performing a search or phoning a call center.

Call Center 54

Call Center Measurement Brands Customer Centricity 54