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

FEBRUARY 19, 2019

3] Offering a sense of familiarity and consistency, private brands have proven to increase trust and loyalty in customers. PYMNTS.com’s data shows that 51% of customers choose to shop at a store specifically for its private brand. [4] Loyalty and Rewards. Samples help to transform your store into a destination.

Brands 73

Brands Rewards Programs Loyalty Fashion 73

Second to None

MAY 9, 2019

Though over the years, customers have grown to be skeptical towards the collection of consumer data. Salesforce’s 2018 “State of the Connected Customer” report revealed that 62 percent of customers are more afraid of their data being compromised now than they were two years ago. [1] Keep your Data Safe.

2018 86

2018 Social Media Consumers Banking 86

Second to None

FEBRUARY 19, 2019

3] Offering a sense of familiarity and consistency, private brands have proven to increase trust and loyalty in customers. PYMNTS.com’s data shows that 51% of customers choose to shop at a store specifically for its private brand. [4] Loyalty and Rewards. 1,2,4] (2018). PYMNTS.com. [3] 3] [link]. [5]

Brands 48

Brands Rewards Programs Loyalty 2018 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. According to a study by Magnini, these are incidents that do not lead to increased loyalty. [2]

Loyalty 81

Loyalty B2C Brands 2018 81

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 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. According to a study by Magnini, these are incidents that do not lead to increased loyalty. [2]

Loyalty 76

Loyalty B2C Brands 2018 76

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

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). Results for subscription-based model: . 1] [link]. [2] 2] [link].

ROI 54

ROI 2007 2018 2019 54

Lumoa

NOVEMBER 7, 2022

. #2 Companies are using CX to create a competitive advantage Customers have more options than ever before. In 2018, two-thirds of companies were competing solely on CX and that number is only expected to grow. This is great news for teams that are looking to dig deeper into their Voice of Customer data.

2023 83

2023 Customer Experience Competitive Advantage 2021 83

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). Results for subscription-based model: . 1] [link]. [2] 2] [link].

ROI 48

ROI 2007 2018 2019 48

Second to None

MARCH 13, 2019

According to Forbes, personalization drives impulse purchases, increases revenue, increases loyalty, and decreases amount of product returns. [2]. Avionos’ 2018 Customer Expectations Report illustrates customers’ willingness to share certain information. [5]. The data shows that 49 percent of U.S.

Customer Experience 82

Customer Experience Multi-Channel Consumers Customer Centricity 82

Second to None

MARCH 9, 2018

To learn more about why your customer service staff should engage with customers via social media, check out the following piece written by Ashley Cooksley, for AdWeek. Done well, it means customers will spend more, it improves efficiency and it generates data that you can use to improve services and benchmark against your competitors.

Social Media 69

Social Media Customer Service 2018 Brands 69

Second to None

MARCH 5, 2018

You can access the piece by clicking here , or by reading below: This piece was originally published by Forbes on March 5, 2018: “It is difficult not to roll your eyes when you hear executives talk about “putting their customers first,” especially when their businesses behave like their customers are more of a burden than a blessing. . •

Brands 54

Brands E Commerce Retail ROI 54

Second to None

SEPTEMBER 13, 2018

1] Amazon provides its customers with unprecedented convenience, product selection, all matched with above-average customer service and a beloved Prime loyalty program. Customers can log on to their marketplace and access products across every industry, provided by third-party vendors or Amazon themselves.

Retail 54

Retail Brands Fashion 2017 54

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. Things have changed, however. Let’s dive in.

Customer Experience 54

Customer Experience 2018 Customer Journey Mapping Voice of Customer 54

Second to None

FEBRUARY 19, 2018

With that in mind, here are four key concepts to keep in mind when thinking about how you’ll do personalization in 2018: 1. Companies that think they’re good at listening to their customers often pay attention to the wrong things. As loyalty improves, revenue goes up.” Are you listening to the wrong signals?

2018 59

2018 Retail Brands Consumers 59

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

Kayako

SEPTEMBER 20, 2018

In this article, we take a closer look at ten of the customer experience best practices that all B2B sales teams should adopt, in order to stay competitive, meet or exceed expectations, and build loyalty. . Make Customer Experience a Priority . Make Use of Voice of Customer Data.

B2B 81

B2B Sales Customer Experience Customer Journey Mapping 81

Second to None

APRIL 6, 2018

on April 6, 2018: “ A business without customers is like a boat on dry land. Some customers will take offense — and that’s fine. The goal isn’t to please everyone, but to inspire deeper loyalty in a passionate group that will make more purchases in the long run.

Brands 61

Brands Customer Centricity Voice of Customer Consumers 61

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

Second to None

MARCH 30, 2018

You can access the article by clicking here , or by reading below: This piece was originally published by AdWeek on March 30, 2018: “In 1997, I was flying out to San Jose, Calif., ” Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Customer Experience 112

Customer Experience Airlines Brands Voice of Customer 112

Second to None

MARCH 21, 2018

You can access the piece by clicking here , or by reading below: This piece was originally published by Entrepreneur on March 15, 2018: “The up-and-coming generation of younger B2B procurement professionals is once again bucking prior generations’ preferences, and companies that don’t keep up aren’t likely to win contracts.

B2B 59

B2B B2C Transportation Voice of Customer 59

Second to None

AUGUST 2, 2018

Another example of a negative moment invading the zeitgeist and greatly impacting the reputation of a national brand occurred in April 2018, on a United Airlines flight from Chicago to Kentucky. In this instance, a customer who refused to give up his seat after the airline overbooked his flight was violently removed from the aircraft.

Brands 59

Brands Airlines Social Media Events 59

Second to None

JUNE 7, 2018

Similar to other digital channels, brands will typically use a paid advertisement approach on top of an organic campaign, with 93% of businesses expected to increase their social ad spend in 2018.[3] Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Social Media 59

Social Media Voice of Customer Brands Consumers 59

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. ”” Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Voice of Customer 59

Voice of Customer Brands 2018 Customer Journey 59

Strativity

JULY 18, 2018

2018 has been declared as a year of reckoning by Forrester. At the top of Forrester’s 2018 prediction is the claim that Customer Experience (CX) programs have hit a wall. Practitioners have generated a great deal of activity around journey mapping, voice-of-customer programs, and implementing quick wins.

Net Promoter Score 40

Net Promoter Score 2018 Touchpoint 2017 40

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

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

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. .” Our solutions are developed on the basis of solid research and statistical science.

Net Promoter Score 59

Net Promoter Score NPS Voice of Customer Customers 59

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]

Omnichannel 69

Omnichannel Multi-Channel B2C Customer Centricity 69

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

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.

Brands 54

Brands Voice of Customer Connections Events 54

Stella Connect

OCTOBER 26, 2021

In truth, your call center performance management program can unlock untapped potential for customer loyalty, agent retention and happiness, and overall bottom-line business value. 4 Business Benefits of Using Customer Feedback in Call Center Performance Management. But, it doesn’t have to be.

Call Center 52

Call Center Management Contact Center Feedback 52

Second to None

APRIL 16, 2018

You can access the article by clicking here , or by reading below: This piece was originally published by AdAge on April 16, 2018: “Brand teams get fixated on the latest data trends, including marketing measurement optimization and unified analytics. Our solutions are developed on the basis of solid research and statistical science.

Call Center 54

Call Center Measurement Brands Customer Centricity 54

Second to None

APRIL 2, 2018

on April 2, 2018: “ Customer acquisition is an ongoing challenge. You need customers for your company to survive , but converting them is costly. I use the Pareto principle to evaluate customer strategies. .” To learn more, check out Rhett Power’s piece written for Inc. What to do?

Omnichannel 54

Omnichannel Brands Voice of Customer Customers 54

Second to None

MARCH 26, 2018

You can access the post by clicking here , or by reading below: This piece was originally published by Econsultancy on March 26, 2018: “It’s tempting to see people who buy from brands as consumers, and not customers. For more information, check out the following piece written by Mark Thomson for Econsultancy.

Consumers 54

Consumers User Experience Brands Voice of Customer 54