BirdEye

JULY 10, 2023

In this blog, you’ll learn how to leverage competitive intelligence effectively keeping you one step ahead in your market. Look for juicy tidbits in their company news, press releases, and blog posts to unlock actionable insights. Streamline your processes to increase productivity and reduce stress on resources.

Social Media 94

Social Media Competitive Advantage Financial Multi-Channel 94

Ann Michaels and Associates

JULY 29, 2020

Back then, we primarily used Mystery Shopping as a way to gain valuable information for our clients on their top competitors. We have worked with start ups, established businesses as well as companies who need information for the acquisition process. Same is true for a competitive mystery shop. Website Impression.

Social Media 59

Social Media Measurement Blog Sales 59

ShepHyken

JULY 20, 2018

Implementing a brand reputation monitoring tool can streamline the scraping process so that all messages sent to your brand are localized in one easy-to-access location, with the ability to quickly analyze and respond to each individual message. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Social Media 47

Social Media Blog Brands Consumers 47

Call Experts

APRIL 8, 2024

In this comprehensive blog post, we’ll take you on a journey through the world of call center agents, exploring the key performance metrics and the qualities that define a top-notch call center agent. Our participation in mystery shopping programs provides an objective assessment of our performance.

Call Center 52

Call Center Net Promoter Score NPS Average Handle Time 52

inmoment

NOVEMBER 6, 2019

Even though mystery shopping was once the standard approach to assessing service, new technology proves itself to be more effective and more reliable. Reviews from mystery shopping companies and other traditional modes of quality assessment tend to accumulate over time. The Benefits of Adopting a Holistic CX Program .

White Paper 40

White Paper E Commerce E-support Download 40

Innovative CX

JULY 1, 2020

As CX professionals, we spend a lot of time collecting customer information, analyzing survey data, completing journey maps, creating process maps, using measurements to track our progress against established metrics and so on. The answer remains a mystery to me! No need to spend money on mystery shoppers. Break your processes.

Customer Experience 52

Customer Experience Customer Service Representative B2C B2B 52

Second to None

AUGUST 7, 2018

If you are interested in submitting a guest article to the Second To None blog, please send over your ideas to danielb@secondtonone.com. . Yet despite all your efforts, some shoppers will abandon their shopping carts without completing a purchase. But in others, long, complicated, or inconvenient checkout processes are to blame.

Voice of Customer 63

Voice of Customer Sales Customer Centricity Definition 63

eGain Blogs

JANUARY 4, 2018

It has been restructured for this blog. This will provide consumers and agents with fast, accurate and consistent answers and intelligent process guidance, regardless of touchpoint. They should conduct mystery-shopping as a consumer and “mystery-serving” as an agent in their contact center to experience things for themselves.

Contact Center 53

Contact Center Touchpoint 2017 Omnichannel 53

CSM Magazine

JANUARY 13, 2022

According to a report by UPS, Generation Y or millennials, some of the largest consumers in the world, consider social media a part of their shopping experience. In this blog, we’ll focus on social customer service. Social media affects home insurance , financial choices, and even mental health. What is social customer service?

Customer Service 52

Customer Service Social Media Customer Service Representative Insurance 52

Second to None

MARCH 29, 2019

In a previous blog , we looked at evidence that points to a strong correlation between customer experience and return on investment. While the ROI of CX can seem abstract, and in-turn, difficult to consolidate into a straightforward proposal, the process is not nearly as daunting as one would imagine. Choosing a CX Metric to Measure.

ROI 86

ROI Measurement Net Promoter Score Effort Score 86

Call Experts

OCTOBER 19, 2023

In this comprehensive blog post, we’ll take you on a journey through the world of call center agents, exploring the key performance metrics and the qualities that define a top-notch call center agent. Our participation in mystery shopping programs provides an objective assessment of our performance.

Call Center 59

Call Center Net Promoter Score NPS Average Handle Time 59

Beyond Philosophy

MAY 23, 2019

In 1997, Jeff Bezos was talking about frictionless shopping. It’s No Mystery Why “Main Street” Can’t Keep Up. A few weekends ago, Lorraine and I took a broken clock to a clock repair shop that was open until five. The whole process took from one to two hours. Dooley says Amazon is the prime example (!)

Books 79

Books Transportation Retail Consulting 79

Second to None

MARCH 23, 2018

If you are interested in submitting a guest post to the Second To None blog, please reach out to danielb@secondtonone.com with your idea. This process uses a combination of proven social and digital practices to view consumers’ behaviour through a focused economical lens. Does any part of your sales process offer resistance?

Voice of Customer 66

Voice of Customer Customer Centricity Consumers Customers 66

Second to None

JUNE 5, 2018

If you are interested in submitting a guest post to the Second To None blog, please reach out to danielb@secondtonone.com with your idea. The process had always been complex, but this new increase has made it more complicated than ever. As a result, there are longer sales cycles, and a more challenging sales process.

B2B 63

B2B 2018 Voice of Customer Loyalty 63

Second to None

FEBRUARY 6, 2019

In his recent blog post, Colin Shaw expressed his concern about the precarious fate of CX and hypothesized the reason for the unimpressive statistics. [2] Six Sigma is a methodology that abides by a specific sequence of steps to identify and remove causes of defects while reducing variability in manufacturing processes. 2] His take?

Customer Experience 67

Customer Experience Innovation Voice of Customer Consumers 67

Lumoa

SEPTEMBER 11, 2023

The customer is a mysterious creature. Creating a customer experience strategy is a multi-step process, which unfolds as outlined below. With that company goal in mind, your customer experience strategy needs to work toward prompting customers to add more items to their cart every time they shop. Just ask any business owner.

Definition 83

Definition Customer Experience Net Promoter Score NPS 83

Lumoa

SEPTEMBER 11, 2023

The customer is a mysterious creature. Creating a customer experience strategy is a multi-step process, which unfolds as outlined below. With that company goal in mind, your customer experience strategy needs to work toward prompting customers to add more items to their cart every time they shop. Just ask any business owner.

Definition 83

Definition Customer Experience Net Promoter Score NPS 83

Ann Michaels and Associates

MAY 14, 2021

I would guess that this increased a lot this past year during COVID, with most of us increasing our online shopping. in fact, we wrote about Apple Ratings and what it may do to the Review Economy down the road in a recent blog post. Let’s face it, we have all relied on online reviews when it comes to making a purchase.

Social Media 45

Social Media Entertainment Fashion Travel 45

inmoment

JANUARY 28, 2020

Although mystery shopping was the brand’s previous method of receiving feedback, that tactic alone no longer cut it. Through this, Auntie Anne’s was able to implement new, successful processes at underperforming stores. . Don’t Glaze Over the Small Details. According to Forrester, customers who have great experiences are 3.6x

Guest Experience 52

Guest Experience Webinar Employee Experience Connections 52

Second to None

AUGUST 23, 2018

If you are interested in submitting a guest article to the Second To None blog, please send over your ideas to danielb@secondtonone.com. . In fact, rebranding is usually a slow process because it’s a safer way to ensure that customers don’t get confused. Successfully implementing your desired brand image is incredibly important.

Brands 59

Brands Voice of Customer Consulting Sales 59

Beyond Philosophy

JUNE 9, 2022

People who have been shopping for a while (e.g., Other reasons could be that the interaction will be complex, or the decision process is still happening. The first stat above suggests a generational shift from a traditional way of doing things. It could be that younger people want to do things a new way. For efficiency?

Airlines 88

Airlines Interaction Reference Books 88

Second to None

AUGUST 30, 2018

If you are interested in submitting a guest article to the Second To None blog, please send over your ideas to danielb@secondtonone.com. . They also don’t get their employees involved in new processes and systems, and they rarely set clear goals and objectives for their staff. In the same Blanchard Co.

Social Media 94

Social Media Loyalty Advertising Magazine 94

Second to None

MAY 15, 2018

The following article is a guest post submitted by Emma Miller from Bizzmark blog. Emma writes for many relevant industry related online publications and does a job of an Executive Editor at Bizzmark blog and a guest lecturer at Melbourne University. . Emma is a digital marketer and blogger from Sydney.

Measurement 59

Measurement Brands Social Media Voice of Customer 59

BirdEye

APRIL 5, 2023

In this blog post, we’ll share 150 business name ideas to help you hit the ground running. Take General Motors, for example — there’s no mystery about what they manufacture. Below we’ll walk you through the process. Don’t sweat it – we’ve all been there. Descriptive Who says you can’t be literal?

Government 98

Government Social Media Consulting Brands 98

Comm100

AUGUST 21, 2018

Depending on where you see room to improve your customer service metrics, turn to your chatbot and/or agent training process to get to the root of the problem, and begin to remedy it. Test Customer Service with Mystery Shopping. Another way to address and prevent customer service metric gaps is through mystery shopping.

Metrics 40

Metrics Average Handle Time Net Promoter Score Customer Service 40

Second to None

JULY 31, 2018

If you are interested in submitting a guest article to the Second To None blog, please send over your ideas to danielb@secondtonone.com. . Studies show that 44% of online customers admit they need real-time help from a live person when online shopping. His expertise lies in marketing and advertising.

Voice of Customer 59

Voice of Customer Consulting Brands Customer Satisfaction 59

Comm100

AUGUST 21, 2018

Depending on where you see room to improve your customer service metrics, turn to your chatbot and/or agent training process to get to the root of the problem, and begin to remedy it. Test Customer Service with Mystery Shopping. Another way to address and prevent customer service metric gaps is through mystery shopping.

Metrics 40

Metrics Average Handle Time Net Promoter Score Customer Service 40

Opinionator

JULY 10, 2020

The feedback usually covers the shopping experiences, purchases, the customer journey and general satisfaction levels. Independent shops. Moreover, give input options in your customer feedback process. It’s time to give receipt surveys and mystery shopping up and use a digital alternative instead ie.

Retail 52

Retail Feedback Hotels Social Media 52

Second to None

MAY 8, 2018

The following article is a guest post submitted by Camille Moore from Taktical Digital , a digital marketing agency based out of New York, New York: If you are interested in submitting a guest post to the Second To None blog, please reach out to danielb@secondtonone.com with your idea.

Customer Journey 59

Customer Journey Brands Marketing Return on Investment 59

Second to None

OCTOBER 2, 2018

If you are interested in submitting a guest article to the Second To None blog, please send over your ideas to danielb@secondtonone.com. . Platforms like a company blog, social media, search engines, etc have all expanded the reach of the modern brand. Make it Easy for People to Participate. Be Careful With Cash.

Social Media 59

Social Media Brands Culture Consulting 59

inmoment

JANUARY 28, 2020

Although mystery shopping was the brand’s previous method of receiving feedback, that tactic alone no longer cut it. Through this, Auntie Anne’s was able to implement new, successful processes at underperforming stores. . Don’t Glaze Over the Small Details. According to Forrester, customers who have great experiences are 3.6x

Guest Experience 40

Guest Experience 2017 2018 2019 40

Second to None

OCTOBER 30, 2018

If you are interested in submitting a guest article to the Second To None blog, please send over your ideas to danielb@secondtonone.com. . It’s a time consuming process if the proper tools aren’t used which is why we’re making this post – to show you what to use to skyrocket your rankings and organic traffic.

Article 61

Article Brands Blog Consumers 61

Second to None

JUNE 21, 2018

This includes blogs, webinars, photos, videos, infographics and presentations. During the process of creating the content, the focus should be placed on the technological advances demanded by daily life, getting to know and understand the customers better and bringing them much closer to the brand. The Variety of Formats.

Loyalty 61

Loyalty Consumers Marketing Social Media 61

CX Journey

JULY 19, 2016

It appeared on their blog on April 5, 2016. Rather than looking at information from a distance –- in an office, for example –- regarding process issues, managers should go see for themselves what is happening. Mystery shopping : shop your own organization; you don't have to be a retail operation to do this.

Leadership 35

Leadership Employee Experience Definition 2016 35

LiveChat

SEPTEMBER 6, 2016

Whether you’re selling with your website or you’re writing a blog for fun, you’d like to see dozens of comments, hundreds of shares and thousands of weekly visits, right? Your website visitors browse on their smartphones in places like markets, buses, parks and shopping centers. Their another idea is a Mystery Sale.

Social Media 47

Social Media Blog Marketing Webinar 47

SuiteCX

OCTOBER 4, 2017

Once you’ve spent the time to understand these journeys, you can prioritize the touchpoints and processes that will make the most emotional impact on each customer group and person. Add Ethnographic Research / Mystery shopping and Observation. Business Process Redesign. which indicate opportunities for improvement.

Customer Experience 40

Customer Experience Net Promoter Score E-support Touchpoint 40

SuiteCX

OCTOBER 4, 2017

Once you’ve spent the time to understand these journeys, you can prioritize the touchpoints and processes that will make the most emotional impact on each customer group and person. Add Ethnographic Research / Mystery shopping and Observation. Business Process Redesign. which indicate opportunities for improvement.

Customer Experience 40

Customer Experience Net Promoter Score E-support Touchpoint 40