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

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

Kayako

SEPTEMBER 20, 2018

Make Use of Voice of Customer Data. In order to understand and improve the customer experience you are currently providing, you need to make use of VoC data. Take Advantage of Social Selling . Social networking sites are especially popular with millennials, who now make 73 percent of B2B purchasing decisions.

B2B 81

B2B Sales Customer Experience Customer Journey Mapping 81

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. Many small businesses assume that traditional digital marketing like SEO and social media are enough. The question is: How do you get started?

Marketing 59

Marketing Advertising Social Media Voice of Customer 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

SurveySensum

JULY 14, 2020

Sarah Sargent is a highly accomplished & inspiring Customer Service & Customer Experience Director at Radian Group where she is reinvigorating CX in social housing. She has carved a successful career in both customer service and CX leadership across Financial Services and Telcos. and Crowdvocate.com.

2020 132

2020 Customer Experience Magazine Consulting 132

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

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. .” Keep the conversation going through social. What to do?

Omnichannel 54

Omnichannel Brands Voice of Customer Customers 54

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

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. Preparing for an in-person meeting or a phone call with a customer? You should do this with your co-workers as well. .”

Technology 54

Technology Brands Voice of Customer Communication 54

CX Journey

APRIL 10, 2019

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud; it appeared on their blog on October 1, 2018. Not listening where customers are VoC is not all about asking; you need to listen , as well. Be sure to listen on social media, in online reviews, via customer advisory boards, etc.

Metrics 58

Metrics Feedback Social Media 2018 58

Win the Customer

JANUARY 20, 2020

2018 saw the eCommerce industry grow by over 25 percent with 2019 showing no signs of a slowdown for the industry. Better customer service – It’s no secret that customers love live chat. You can also integrate a voice of customer software platform to listen, understand, and react to customer feedback.

2013 52

2013 Feedback Sales Social Media 52

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

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?” In fact, it’s increasingly getting more and more complicated—this art of how a customer interacts with a business. Wed, 02/14/2018 - 12:08.

Customer Service 40

Customer Service Net Promoter Score Contact Center NPS 40

CX Journey

SEPTEMBER 19, 2018

It appeared on their blog on March 22, 2018. Well, they're not dead (yet), but companies are certainly looking for alternative approaches to customer and employee listening in light of the fact that survey burnout is a real problem. Social Media In this category, I'll include not only Twitter, Facebook, LinkedIn, etc.,

Employee Experience 34

Employee Experience Social Media Feedback Call Center 34

CX Journey

APRIL 10, 2019

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud; it appeared on their blog on October 1, 2018. Not listening where customers are VoC is not all about asking; you need to listen , as well. Be sure to listen on social media, in online reviews, via customer advisory boards, etc.

Metrics 32

Metrics Feedback Social Media 2018 32

Pink Guava

OCTOBER 31, 2018

In our last blog, titled ‘Stellar Customer Experience’ we have briefly touched upon what you could still do in 2018 and make Customer Experience work for your organization. Remember this is a Customer experience Transformation Initiative and so the entire focus has to be Customer. What is our social media presence?

Customer Experience 45

Customer Experience Metrics Measurement Definition 45

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. So, I started DoingCXRight to share my voice and views while also drive conversation within my blog and on my social media channels. There’s a big community to tap into.

NPS 40

NPS Measurement Net Promoter Score Customer Satisfaction 40

ERDM

JANUARY 22, 2019

Article by Ernan Roman Featured in the Journal of Digital & Social Media Marketing A recent study by Retail Info Systems asked execs, ‘Who does personalisation best?’.* Through voice of customer (VoC) research, a six-step circle of value was identified (Figure 1): Figure 1: The six-step circle of value.

Customer Experience 53

Customer Experience Sales Customers ROI 53

ERDM

JANUARY 22, 2019

and Scott Emmons, former Head of the Innovation Lab at Neiman Marcus Featured in the Journal of Digital & Social Media Marketing A recent study by Retail Info Systems asked execs, ‘Who does personalisation best?’.* Trust is the foundation; it opens the customer to reciprocity as a fair exchange of value.

Customer Experience 49

Customer Experience Sales Customers ROI 49