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

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. With the new year underway, do you have your Customer Advocacy plan in place?

2018 45

2018 Customer Voice Customers Engagement 45

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

Wootric

DECEMBER 21, 2018

This further validates our initial hypothesis that CXInsight would give our customers cutting edge insight in Voice of Customer data regardless of how that data was collected. To our surprise, most of this feedback originated on competitor survey platforms like Qualtrics and review sites like GlassDoor.

2018 67

2018 E Commerce E-support 2019 67

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.

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Customer Experience 2018 Voice of Customer 2017 54

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

CX Workout - Ideas Blog

NOVEMBER 3, 2020

2) Misunderstanding the True Voice of Customers and Employees. 3) Little connection between the Employee Experience and Customer Experience. For example, why do businesses still support siloes between Customer Experience (CX), Data, Digital, Employee Experience (EX), Enterprise Technology, Human Resources, and Marketing?

Net Promoter Score 98

Net Promoter Score Employee Experience Customer Satisfaction Metrics 98

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

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

PeopleMetrics

MAY 24, 2018

After months of brainstorms , meetings, late nights and deadlines, I am thrilled to announce that my first book, Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold , will be available for purchase on Amazon starting Tuesday June 19th, 2018. Many companies collect customer feedback, but very few act on what they hear.

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Feedback CEM 2001 Chief Customer Officer 54

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 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

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

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.

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2005 Telecommunications 2018 Voice of Customer 48

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.

Customer Experience 67

Customer Experience Voice of Customer Innovation Consumers 67

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

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. There’s always so much to learn! CX Click To Tweet. About Eric Smuda.

Employee Experience 143

Employee Experience Loyalty Programs Chief Customer Officer Loyalty 143

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 2018 59

Alida

SEPTEMBER 14, 2018

In a fast-moving world where customer expectations are constantly changing, the best way to future-proof your company is to orient your business around the voice of the customer. That’s the key messages from Scott Miller, CEO of Vision Critical, when he delivered his keynote at the 2018 Customer Intelligence Summit.

Entertainment 133

Entertainment Customer Relationships 2018 Insights 133

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

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

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 19, 2019

1,2,4] (2018). Enterprise Retail Grocery Report October 2018. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. PYMNTS.com. [3] 3] [link]. [5] 5] [link]. [6]

Brands 48

Brands Rewards Programs Loyalty 2018 48

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

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

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

CX University

JANUARY 20, 2021

My career started to turn around for the better in 2018 when I joined Delta Dental of California to create a CX Center of Excellence virtually from scratch. If you are new to CX, the term “closed-loop,” for example, may mean something very different from what it means in the voice of customer best practice.

Fashion 52

Fashion 2018 ROI NPS 52

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.

B2B 81

B2B Sales Customer Experience Customer Journey Mapping 81

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

FEBRUARY 19, 2019

1,2,4] PYMNTS.com, Enterprise Retail Grocery Report October 2018. [3] Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. 3] [link]. [5] 5] [link]. [6]

Brands 73

Brands Rewards Programs Loyalty Fashion 73

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

APRIL 26, 2019

The more proactive a company is in preparing for mistakes, the quicker they are at finding a solution when they do occur and the less time passes in which the customer’s frustration can increase. Additionally, solving issues shows customers that future mistakes will be addressed and tended to if need be.

Loyalty 81

Loyalty B2C Brands 2018 81

Second to None

APRIL 26, 2019

The more proactive a company is in preparing for mistakes, the quicker they are at finding a solution when they do occur and the less time passes in which the customer’s frustration can increase. Additionally, solving issues shows customers that future mistakes will be addressed and tended to if need be.

Loyalty 76

Loyalty B2C Brands 2018 76

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

Customer Bliss

JUNE 22, 2018

#NasdaqSpeedReads : When it customer service, author and expert Jeanne Bliss shares an important question Chief Customer Officers should ask –“Would You Do That To Your Mother?” ” Posted by Nasdaq on Wednesday, May 9, 2018. Lyanne Alfaro: And good customer experience at that.

Books 120

Books Chief Customer Officer 2006 Voice of Customer 120

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.

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Brands Voice of Customer Connections Events 54