Second to None

MARCH 22, 2018

To capture this data, many brands implement Customer Experience measurement programs like mystery shopping because it offers an unbiased consumer perspective of your brand and offers leadership the capture intensely specific customer feedback data. companies are estimated to lose over $40 million per year due to poor service.[2]

Retail 81

Retail Leadership Voice of Customer Brands 81

Thematic

APRIL 12, 2023

When is the right time to establish a customer experience - or voice of customer - programme for your company? Whether your company is just getting started, or already well established, a voice of customer programme is essential. Even more claim they’re customer first.

Customer Centricity 62

Customer Centricity Culture Voice of Customer Multi-Channel 62

Thematic

JANUARY 2, 2019

When they see those fundamental service principles in their leaders, they will emulate it amongst one another and customers. Leadership must be committed to improving and should regularly attend training, seminars and conferences. Be transparent: provide clear, honest and effective communication.

Engagement 98

Engagement Customer Experience Seminar Contact Center 98

Customer Guru

MARCH 27, 2018

The answer isn’t simple because improving customer experience takes time and there is no shortcut to it. In an earlier post, I’ve written about customer-centric leadership , which is critical to improving customer experience. Moreover, it requires constant work.

Customer Experience 114

Customer Experience Measurement Customer Centricity Voice of Customer 114

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

ChurnZero

NOVEMBER 24, 2020

Why is your Customer Success team underfunded, marginalized, and overlooked? Churn is referred to as a “Customer Success problem” inside your organization. Customer Success is an afterthought in strategic planning, key decisions, and cross-functional communication (this can be insidious and harder to spot).

Customer Success 59

Customer Success Leadership Net Promoter Score Culture 59

Second to None

FEBRUARY 4, 2020

Even if an employee is following all the basic rules outlined by management, if they are not noticeably engaged during interactions with customers , there will be an apparent disconnect between the brand identity pictured by leadership and the reality on the frontlines. Employee satisfaction is often difficult to measure.

Customer Satisfaction 74

Customer Satisfaction Leadership Touchpoint Customer Centricity 74

Thematic

FEBRUARY 19, 2024

If you run into difficulty getting leadership support for a CX measurement program, make a business case for improving CX. Better CX can lead to cost reduction by better meeting customer needs. Elevating your CX is a Strategic Necessity The journey towards consistently positive customer experiences is an ongoing process.

Customer Experience 62

Customer Experience Net Promoter Score NPS Loyalty 62

Thematic

FEBRUARY 19, 2024

If you run into difficulty getting leadership support for a CX measurement program, make a business case for improving CX. Better CX can lead to cost reduction by better meeting customer needs. Elevating your CX is a Strategic Necessity The journey towards consistently positive customer experiences is an ongoing process.

Customer Experience 62

Customer Experience Net Promoter Score NPS Loyalty 62

Second to None

APRIL 4, 2019

Culture is outlined by leadership, executed by management and embraced by employees. When leaders are present on the floor, it communicates an appreciation for the daily stresses that employees endure. As a leader, there is a responsibility to communicate this cadence of accountability through action and example.

Culture 83

Culture Engagement Leadership Customer Centricity 83

Second to None

AUGUST 14, 2018

Understanding how consumers view your organizations plays a huge role in your employees’ ability to establish beneficial relationships with customers. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. Brand perception rests on a constantly changing spectrum.

Brands 59

Brands Fashion Customer Centricity Voice of Customer 59

Lumoa

FEBRUARY 6, 2018

Many of the traditional ways of doing business are under threat from smaller, faster, more agile disruptive businesses so organisations need to be more focused on truly understanding their customers, delivering better experiences and engaging in new ways. Get everyone to see their role through the customer’s lens.

2018 129

2018 Customer Experience Customer Centricity Culture 129

Second to None

APRIL 2, 2020

Brands that act in the interest of their employees, stakeholders and society at large will reinforce their expertise, leadership and trust and immeasurably strengthen the bond they have with consumers.” Communicate with Compassion. Four Traits Consumers Look For in Brands During Crisis 1. Show Up and Do Your Part.

2020 54

2020 Brands Government Consumers 54

Pink Guava

APRIL 28, 2021

How feedback is an effective tool for Business Success Feedback is an essential tool to build a person's leadership, empathy, and communication skills by listening, identifying, and acting on thoughts, feeling, and experiences. Feedback is underrated both for the transformation of individual skills and importance in a business.

Social Media 93

Social Media Customer Satisfaction Feedback NPS 93

Lumoa

JANUARY 19, 2023

Communication and problem-solving, to promote the team initiatives and manage change within the organization. Voice of Customer / Customer Insights Manager This is the more analytical role, and it needs someone skilled at understanding data, analytics, taxonomies, and in general customer feedback.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

Second to None

JUNE 7, 2018

Social media can serve as a foundational tool to establishing your organization’s online reputation, because it is a direct form of communication with your consumers. 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

Customer Alignment

MARCH 2, 2018

One thing she was going to be tasked to do was to review their Voice of Customer (VoC) programme. She was keen that the tail wouldn’t wag the dog and that the Customer and CX strategy drove measurement and not the other way around. Select and work with a maximum of 4-6 priority work streams – they are Phase 1.

Chief Customer Officer 99

Chief Customer Officer Customer Experience Roadmap Workshop 99

Thematic

JANUARY 17, 2023

In this post, I’ll break down the value of negative CX metrics, and look at how you can set the right measures to ensure your voice of customer program delivers for your company. Presenting red metrics can feel intimidating, so here are a few tips: Build a narrative around your red numbers - be ready to communicate the context.

Metrics 62

Metrics NPS Contact Center Presentation 62

Customer Bliss

JULY 13, 2018

Review communications materials : Charlotte looked at the many forms of communications that Sure had with its customers to understand the journey from start to finish. As fast as you catch up with customer expectations, they shift again and customers expect more.

Telecommunications 141

Telecommunications Chief Customer Officer Presentation NPS 141

ClearAction

DECEMBER 11, 2018

Is your Marketing department aligned with customer experience? The necessity and logic of doing this was highlighted in a recent presentation by Hootsuite’s Vice President of Customer, Kirsty Traill. She pointed out that Marketing Communications is unfortunately the typical focus of customer journey maps and customer-centric marketing.

Customer Experience 71

Customer Experience Customer Journey Mapping Customer Centricity Customer Journey 71

Strativity

MARCH 30, 2020

4 – GET COMMUNICATING. Thoughtful customer communications remain vital but it’s particularly important right now that leadership over-communicate to employees about what the organization is doing in response to COVID-19 and what it means for the staff. Communicate with your customers.

Contact Center 52

Contact Center Call Recording Communication Interaction 52

Totango

FEBRUARY 5, 2021

Just as you need to understand your customers to market to them effectively, you need to know what your executives’ top priorities are in order to better communicate with them. Determining Your Customer Success Presentation’s Focus. Voice of Customer (VOC) Metrics. ? Are customers happy with our products?

Customer Success 72

Customer Success Net Promoter Score Presentation Financial 72

Second to None

JULY 26, 2018

The same way that your organization strives to provide service throughout the customer journey, so too should the vendors that your organization partners with. It is common for vendors to offer programs like mystery shopping or voice of customer survey collection at a relatively low rate, but like in any industry, you get what you pay for.

Insights 54

Insights Voice of Customer Brands Customer Centricity 54

ijgolding

JULY 9, 2018

Customer has never been more important in business than now and you can see board level representation of ‘voice of customer’ in many top flight organisations. The marketing teams may have changed in structure and function but the “marketing philosophy” is alive and thriving in more areas of business than ever.

Chief Customer Officer 59

Chief Customer Officer Marketing Books Leadership 59

Second to None

FEBRUARY 6, 2019

Customer service employees are the face of the brand, but more often than not there is a break in the connection between executives and front-line employees. This hinders effective communication and weakens the potential for progress. In addition to open communication, a successful CX program calls for research and measurement.

Customer Experience 67

Customer Experience Voice of Customer Innovation Consumers 67

Second to None

MAY 1, 2018

There is a massive opportunity for brands operating within digital channels to optimize the way they communicate with and provide service to consumers online. Additionally, if the process is too taxing, it is likely that the customer will move on and try your competitor’s site.

Customer Service 63

Customer Service Fashion Voice of Customer Brands 63

Customer Guru

JANUARY 16, 2018

Ajay Nambiar, currently working as the Customer Service & Facility Management Head at L&T Realty, and having worked with brands like ITC Sheraton, BPL US West, Sify, Yahoo, Holiday Inn, Mahindra Holidays and Emaar India, showcases executive leadership in Service Excellence and Business Operations.

Customer Centricity 110

Customer Centricity Hospitality Management Customer Service 110

Waypoint Group

JANUARY 31, 2019

Communicate directly with the key contacts in the account to convey your commitment to addressing their feedback. Leverage a B2B-specific voice-of-customer platform such as TopBox to scale your process. Chucking a survey invitation over the wall from an automated system IS NOT sufficient!

B2B 40

B2B Voice of Customer Feedback Events 40

Second to None

MARCH 30, 2018

The problem with adding another point solution to your arsenal is that most of these siloed solutions are unable to communicate with one another. ” Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. They require different interfaces, credentials and workflows.

Customer Experience 112

Customer Experience Airlines Brands Voice of Customer 112

Second to None

FEBRUARY 23, 2018

Advanced technology has opened up a new world of brand-to-customer communications, but simply upgrading your CX infrastructure is not enough to become an industry leader. Zappos also uses analog personal communications with branded thank-you notes decorated with employee-created doodles. Personalize, Personalize, Personalize.

Technology 54

Technology Brands Voice of Customer Communication 54

Second to None

APRIL 4, 2018

This marketing tactic has an ROI of 3800 percent , making it a top method for retailers to improve customer conversion. How are retailers working to retain customers and maintain a loyal customer base? “ Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Retail 54

Retail 2017 2018 Voice of Customer 54

Second to None

JANUARY 22, 2019

Miles says, “The rapid growth of mobile devices coupled with the increasing need for security has made texting a powerful communication platform. For creating amazing customer experiences, that includes ease of doing business. Texting fits the bill as an easy to use communication platform.

2005 48

2005 Telecommunications 2018 Voice of Customer 48

Amity

APRIL 25, 2016

Dave is an industry veteran and early leader for Customer Success Management. Dave’s posts infuse his experience and thought leadership to enable SaaS companies to deliver world-class retention and growth. Don has held leadership roles across sales, business development, marketing and product management. W in the Customer.

Customer Success 96

Customer Success Chief Customer Officer Consulting Blog 96

Lumoa

OCTOBER 31, 2018

Organizations will want quantitative justification of their investment in great customer service. Organizations will continue to look for more effective ways of gaining real-time customer intelligence rather than rear-view-mirror methods like surveys. Three words: voice of customer. How to overcome those challenges?

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

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

inmoment

MARCH 12, 2020

While some companies are using this opportunity to confirm the steps they have always taken to protect their customers from diseases, other brands are leading with stating their own business travel policies. Looking for more CX tips and advice from our experts?

Customer Experience 93

Customer Experience Travel Airlines Financial 93

Second to None

MARCH 28, 2018

We spend a great deal of time in our yoga studio to ensure that every touch point for a customer is a caring experience. It becomes that person’s job to communicate information back and forth from the customer to my entire team and for them to work together on getting the outcomes they want in each situation.

Net Promoter Score 59

Net Promoter Score NPS Voice of Customer Customers 59