Second to None

JULY 22, 2020

As consumers follow social distancing guidelines, curbside pickup is becoming the channel of choice. According to Accenture , one in five of consumers who recently placed a grocery order online, did so for the first time. Consumers in grocery stores are continually embracing this new normal of purchasing to meet their everyday needs.

Retail 114

Retail Consumers Customer Centricity Voice of Customer 114

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MAY 17, 2018

Creating a system that collects voice of customer feedback in perpetuity is essential to understanding your brand’s place in the minds of consumers. Whether customers are reaching your brand via on-site , online or on-the-phone , your brand needs to remain adaptable and open to feedback. 1] [link]. [2]

Communication 86

Communication Voice of Customer Call Center Brands 86

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AUGUST 9, 2018

Brands that acted solely on the data provided by these bad profits were not paying attention to what customers were saying. Once a new concept like chord-cutting entered the market, consumers quickly jumped ship. Because profit levels maintained, many brands did not care that their consumer satisfaction scores were dropping.

Net Promoter Score 63

Net Promoter Score Telecommunications Voice of Customer NPS 63

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MARCH 20, 2018

Interactions between brands and consumers are changing across virtually every industry, making it more important than ever that your organization is striving to encourage consistency within every moment of the customer journey. Our solutions are developed on the basis of solid research and statistical science.

Brands 85

Brands Social Media Voice of Customer Consumers 85

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FEBRUARY 4, 2020

Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights.

Customer Centricity 118

Customer Centricity Voice of Customer Retail Consulting 118

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OCTOBER 9, 2018

Establishing an excellent brand experience in the modern age is impossible without providing enhanced value to consumers that visit your online channels. However, simply having the option of buying your product online is not enough based on current consumer expectations. It is impossible to eliminate cart abandonment completely.

Online Experience 67

Online Experience Customer Centricity Voice of Customer Brands 67

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FEBRUARY 6, 2019

Defining a way for CX employees to contribute their input will create an environment that promotes innovation and progress. You have to know what the customer wants before you can give it to them. Investing time to examine both survey data and general tendencies of consumers will provide you with a direction towards productive change.

Customer Experience 67

Customer Experience Voice of Customer Innovation Consumers 67

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FEBRUARY 1, 2019

Unlike traditional methods of advertisement, the referral system is fueled by the circulation of information by reliable sources (Promoters) whom your potential customers already trust. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. 1,2 [link].

Net Promoter Score 82

Net Promoter Score NPS Metrics Customer Centricity 82

Second to None

JUNE 12, 2018

Emerging national brands have even more of a responsibility to collect this data because they are still in the process of establishing trust with their consumer base. In fact, companies that utilize data as a tool to increase the personalization within their customer touchpoints experience a 6%-10% increase in revenue.[3] 1,2,3 [link].

Brands 72

Brands Leadership Voice of Customer Omnichannel 72

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SEPTEMBER 7, 2018

Whether it is happening at the point-of-sale, within social media , on the sales floor or any other channel, ultimately it is the individual people that are responsible for translating your brand message to consumers at large. First impressions play a huge role in any relationship and that is especially true for brands and consumers.

Brands 63

Brands Social Media Retail Voice of Customer 63

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APRIL 2, 2020

Do Consumers Trust Your Brand? 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.” Four Traits Consumers Look For in Brands During Crisis 1. In the U.S.,

2020 54

2020 Brands Government Consumers 54

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MAY 31, 2018

Brands should strive to be as receptive to customer feedback as possible, collecting a trove of information that can then be converted into tangible changes to the way your team interacts with consumers. This feedback can be acquired in several different fashions, including voice of customer survey and mystery shopping programs.

Feedback 70

Feedback Net Promoter Score Voice of Customer Leadership 70

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SEPTEMBER 11, 2018

More channels in which interactions with consumers takes place means there are more opportunities to convert a consumer into a customer. Develop a digital identity that contributes to your overall brand experience by providing a unique value and reducing as much customer effort as possible. 1,2 [link]. 1,2 [link].

Retail 59

Retail Brands Omnichannel Touchpoint 59

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OCTOBER 16, 2018

New technologies have shifted consumer expectations, changing the necessary preparatory work that a brand must complete to ensure a bountiful holiday season. 1] Your website and eCommerce store needs to have the capability to offer product insights, customer support, purchasing options and any other service request. 1,2,3 [link].

Customer Engagement 67

Customer Engagement Engagement Retail Voice of Customer 67

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AUGUST 28, 2018

Capturing consumer feedback data has become an essential aspect of any leading organization’s Customer Experience platform. The practice of consistently collecting customer data is helpful because it grants increased transparency throughout the organization.

Measurement 59

Measurement Voice of Customer Leadership Customer Centricity 59

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OCTOBER 5, 2018

There is a constantly shifting spectrum of consumer desires and expectations and if your team is not learning and adjusting to these trends customers will quickly move on to a brand that piques these evolving interests. In practice, these live chat representatives can help customers in a variety of different ways. 1] [link]. [2]

Voice of Customer 59

Voice of Customer Retail Brands Consumers 59

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AUGUST 16, 2018

One aspect of the financial services Customer Experience that has evolved is the necessity of providing a great digital banking experience. It has now become commonplace for consumers to complete almost all the necessary interactions with your brand without even speaking to or seeing one of your employees. 1] [link]. [2] 2] [link].

Financial 59

Financial Measurement Brands Customer Experience 59

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SEPTEMBER 18, 2018

To create an effective overall brand experience employees must strive to reduce consumer effort within every individual touchpoint. One pillar of the brand experience that is especially influenced by employee engagement is customer support, especially within your organizational call-center.

Call Center 48

Call Center Net Promoter Score Voice of Customer Touchpoint 48

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JUNE 14, 2018

Whether it takes place in-person , online or over the phone , consumer recommendations have been proven to be one of the strongest methods of convincing new customers to try out your brand. Creating a customer journey that encourages high levels of word-of-mouth recommendations is better known as the Net Promoter Score philosophy.

NPS 66

NPS Brands Net Promoter Score Voice of Customer 66

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OCTOBER 23, 2018

1] Beyond a great tasting pie, price, convenience and sheer-availability are the major factors that push consumers towards these restaurants. Attracting and retaining customers requires paying attention to your brand’s online presence as well as your team’s ability to provide a consistent value at each phase along the customer journey.

Brands 74

Brands Measurement Magazine Customer Centricity 74

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AUGUST 14, 2018

Understanding how consumers view your organizations plays a huge role in your employees’ ability to establish beneficial relationships with customers. Thus, implementing measurement programs as a tool to capture this customer feedback data has become an integral aspect of any Customer Experience platform.

Brands 59

Brands Fashion Customer Centricity Voice of Customer 59

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JUNE 26, 2018

Luxury retail is a space dominated by brands with consistently great reputations, because trust serves a foundational pillar in the relationships formed between consumers and brands. 1] The data that is collected, filtered and analyzed in a mystery shopping initiative can help your team build towards this level of trust with consumers.

Retail 63

Retail Brands Omnichannel Fashion 63

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JULY 10, 2018

For Customer Experience research projects like mystery shopping , choosing the right vendor can be a huge determinant of the value provided by the program. However, as you expand your brand to reach new locations across the country, it becomes increasingly challenging to retain the Customer Experience that brought you this original success.

Brands 63

Brands Competitive Advantage Document Voice of Customer 63

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MARCH 13, 2018

However, now that there are more channels for brands to interact with customers than ever before, there is a corresponding massive amount of data that a brand must filter through in order to acquire actionable outcomes from these data-collection programs. Our solutions are developed on the basis of solid research and statistical science.

Measurement 59

Measurement Voice of Customer Customer Centricity Insurance 59

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SEPTEMBER 27, 2018

The goal for most major retail brands is to expand their brick-and-mortar locations so that they reach as many consumers as possible. As these organizations widen their geographic reach, there can be a dip in customer service and satisfaction levels. 1] [link]. [2] 2] [link]. appeared first on Second To None.

Retail 69

Retail Measurement Brands Omnichannel 69

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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. 1,2,3: [link].

Retail 81

Retail Leadership Voice of Customer Brands 81

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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. 1] However, to truly make an impact on how customers perceive your brand’s eCommerce ability requires a significant investment of time, training and resources. 1,2,3,4 [link].

Customer Service 63

Customer Service Fashion Voice of Customer Brands 63

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AUGUST 9, 2019

Over the customer lifetime, “emotions inspire and frame the depth of brand loyalty” [2] When prompted, 60 percent of long-term customers used the same, emotion-fueled language that they would use towards their loved ones to describe their connection with their preferred brands. [3] 4] Emotion Embeds Memory. 5] [link]. [7]

Loyalty 83

Loyalty Touchpoint Voice of Customer Brands 83

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FEBRUARY 4, 2020

“More than half (51 percent) of grocery sales are digitally-influenced, according to a new survey report from Deloitte, “ The Grocery Digital Divide: How Consumer Products Companies Can Deliver on the New Digital Imperative.”. consumer products leader. What grocery consumers want: convenience, curation and integration.

Customer Journey 48

Customer Journey 2013 Retail Apparel 48

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AUGUST 21, 2018

As your brand grows, so too will the various offerings you provide to consumers. In doing so, you are positioning your employees to succeed by providing them with a trove of valuable data, as well as optimizing the value provided within each individual interaction a consumer has with your brand. appeared first on Second To None.

Measurement 54

Measurement Net Promoter Score Customer Centricity Leadership 54

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APRIL 17, 2018

Consumers are now used to being able to accomplish virtually anything without leaving the comfort of their home, and this concept is now moving beyond products and has penetrated service-based organizations. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Measurement 59

Measurement Customer Service Leadership Voice of Customer 59

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MARCH 19, 2018

Mystery shopping is a popular research methodology that grants brands an outside-in perspective of employee performance and real-time data about how their existing customer experience is performing by sending consumers to subtly complete these evaluations.

Banking 81

Banking Customer Centricity Voice of Customer Brands 81

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JULY 3, 2018

Because employee recommendations and assistance play such a huge role in the Customer Experience for these products, especially via third-party retail, it is essential that you are capturing information about how your partners are displaying and selling your product in their stores.

Retail 54

Retail Voice of Customer Brands Consumers 54

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MARCH 29, 2019

On a larger scale, if 500 customers move from a four to a three, the company will lose an average of over $45,000 that year (and vice versa). You can make a prediction of the ROI by applying this logic to your existing consumer data. 1,2] [link]. [3] Our solutions are developed on the basis of solid research and statistical science.

ROI 86

ROI Measurement Net Promoter Score Effort Score 86

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APRIL 5, 2018

For those retail brands that do prioritize improving the experience provided by their brick-and-mortar location, measuring what consumers desire can unlock the formula that gets more people to walk through your doors. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Retail 59

Retail Omnichannel Fashion Voice of Customer 59

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FEBRUARY 22, 2018

Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights.

Voice of Customer 72

Voice of Customer Brands Leadership Customer Centricity 72

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AUGUST 2, 2018

From unclean environments to terrible examples of customer service, these moments can have a permanent and poisonous impact on the perception that consumers have of your organization. Consumers can now “go live,” and instantaneously share their experience with the entire world. 1] [link]. appeared first on Second To None.

Brands 59

Brands Airlines Social Media Events 59