Second to None

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. Like in-store interactions, call-center or phone calls with customers provides an opportunity for brands to provide service on top of being a place to collect feedback.

Communication 86

Communication Voice of Customer Call Center Brands 86

Second to None

MARCH 13, 2019

1] While it may seem impossible to deliver a one-to-one customer experience to every individual, utilizing personal customer data helps to form a realistic approach to such a feat. Personalization is not simply an isolated aspect of consumer behavior, but rather an inherent expectation of the modern individualistic culture.

Customer Experience 82

Customer Experience Multi-Channel Consumers Customer Centricity 82

Second to None

APRIL 8, 2019

In customer service, there is a right way to do things—and a wrong way. Your customer service team is the front-line, directly interacting with consumers. Their role is highly influential over your brand’s reputation and customer loyalty. Aim to establish a work culture of encouragement and engagement.

E Commerce 82

E Commerce Customer Service Representative Poor Customer Service Fashion 82

Lumoa

OCTOBER 31, 2018

Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Some hints: big data, omnichannel, personalisation, AI and organizational culture. Don’t underestimate culture.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

Second to None

SEPTEMBER 13, 2018

1] Amazon provides its customers with unprecedented convenience, product selection, all matched with above-average customer service and a beloved Prime loyalty program. To stand out in the current atmosphere retail brands must take a long look at themselves in the mirror and figure out WHY customers should choose them.

Retail 54

Retail Brands Fashion 2017 54

Second to None

SEPTEMBER 27, 2018

Second To None offers a customized reporting portal that can help your team determine exactly why and where these problems may be occurring. Whether it is lack of resources in-store , increased geographic competition or some external regional or cultural factor, we help brands identify and solve these problems.

Retail 69

Retail Measurement Brands Omnichannel 69

Second to None

SEPTEMBER 7, 2018

Creating a company culture that registers this level of individual responsibility and performance is challenging because it requires consistent measurement, recognition and action. We achieve success through a relentless focus on quality and innovation, consultative relationships and a talented team of professional associates.

Brands 63

Brands Social Media Retail Voice of Customer 63

Lumoa

JANUARY 9, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018?? Some hints: big data, omnichannel, personalisation, AI and organizational culture. Read the full answers: Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution.

2018 141

2018 Customer Experience Competitive Advantage 2017 141

Second to None

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. We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights.

Brands 63

Brands Competitive Advantage Document Voice of Customer 63

Amity

APRIL 25, 2016

Alex curates the Customer Success Newsletter which is a weekly curated collection of 4 helpful articles from around the Customer Success community. The Customer Success Newsletter. Customer Success Expert - Glide Consulting. The Glide Consulting Blog. Director of Customer Success Education - CSM Practice.

Customer Success 96

Customer Success Chief Customer Officer Consulting Blog 96

Second to None

AUGUST 23, 2018

Regularly consulting with designers that are on the cutting edge of modern logo and brand design can solve this issue. Especially with the rise of internet meme culture , it’s more important than ever to carefully research the market and make sure that your brand is not projecting any new negative stereotypes that may be rising.

Brands 59

Brands Voice of Customer Consulting Sales 59

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Aimee is a Certified Customer Experience Professional (CCXP) and a graduate of the University of Notre Dame with a degree in marketing management.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Beyond Philosophy

AUGUST 15, 2019

Peppers says there are two different types of data that feed your metrics: Voice of Customer (VOC) Data: Peppers calls these metrics interactive data, meaning your customer interacts with you through a poll. Some examples are Net Promoter Score ® (NPS) or Customer Satisfaction surveys. The Types of Data for Your Metrics.

Measurement 125

Measurement Net Promoter Score NPS Metrics 125

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Aimee is a Certified Customer Experience Professional (CCXP) and a graduate of the University of Notre Dame with a degree in marketing management.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

ClearAction

DECEMBER 14, 2017

Customer lifetime value (CLV) — profitability of customers’ cumulative purchases. Customer retention — efforts to extend a customer’s duration of ongoing purchases. Customer loyalty — efforts to expand customers’ share of wallet. Make sure CEM is integrated in your strategies and culture!

Customer Care 66

Customer Care CEM Customer Experience Net Promoter Score 66

Second to None

APRIL 18, 2019

Cultural shifts have led to the adoption of new customer demands and values, pushing companies to evolve towards these changes. In an effort to reach customers in a way that resonates with the current standards, influencer marketing came into existence. The post How Does Influencer Marketing Tie Into Customer Experience?

Marketing 76

Marketing Customer Experience Social Media Fashion 76

Second to None

OCTOBER 2, 2018

An external consultant or a professional employer organization , for example, can come in and conduct the survey and then present you with the key findings so that you know where to focus your energy. Engagement is affected by a whole host of factors, ranging from compensation to company culture.

Social Media 59

Social Media Brands Culture Consulting 59

Second to None

MAY 3, 2018

trillion lost by companies in the past year directly due to customers switching to competitors after a poor service experience.[2] We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights.

Interaction 59

Interaction Voice of Customer Brands Consumers 59

Lumoa

APRIL 3, 2018

Whom would you consult if you were choosing a hairdresser's saloon or a new car to buy? 83% of customers would trust recommendations from the people they know : colleagues, family, friends, etc. The Net Promoter Score (or NPS) was designed by Fred Reichheld in 2003 to measure loyalty. The question is, how can you measure it?

Net Promoter Score 134

Net Promoter Score NPS Touchpoint Feedback 134

Second to None

APRIL 11, 2018

. “Focusing on innovation, fostering a corporate culture of empowerment and equipping employees with technology and the information they need to best serve consumers can help close the gap between customers’ expectations and the experience employees deliver,” Clarke added. Voice of the Customer Programs Grow in Importance.

Customer Experience 54

Customer Experience 2018 Voice of Customer 2017 54

Second to None

MARCH 28, 2018

Managing the customer relationship involves not just you, but everyone in your company. The most effective customer experience spans your entire team. It is what differentiates your company culture from other businesses when each person in your company is involved in some way.

Net Promoter Score 59

Net Promoter Score NPS Voice of Customer Customers 59

Second to None

SEPTEMBER 20, 2018

Mobile devices have become a ubiquitous aspect of American consumer culture. It’s no wonder then that as customer habits transitioned further towards mobile, Google answered. We achieve success through a relentless focus on quality and innovation, consultative relationships and a talented team of professional associates.

Customer Experience 54

Customer Experience 2018 Customer Journey Mapping Voice of Customer 54

ClearAction

MARCH 24, 2017

When you are managing VoC toward the 4 applications listed above you are aligning the company to customers’ needs, and that is customer experience transformation. This customer experience management (CXM) value chain reflects “laws of nature” — when you short-cut it you short-cut your results.

ROI 48

ROI B2B Metrics Culture 48

SmartKarrot

MARCH 8, 2022

They then help the clients develop a customer-centric business strategy that increases customer loyalty and retention. With over 30 years in the industry, Annette is a professional coach, consultant, customer journey mapping facilitator, thought leader, and influencer. Annette Franz. Ashna Patel. Daphne Lopes.

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21

Experience Matters

APRIL 7, 2015

The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), The result: happy, loyal customers. 2) Make the case : Winning brands win the hearts of their customers.

2015 97

2015 Multi-Channel 2014 CEM 97

RapportBoost

DECEMBER 10, 2018

But it also allows us, for example maybe customer’s preferences for privacy, just to give an example, so here at Comm. 100, one of our clients, an online pharmacy who allows customers to consult pharmacists so that they can diagnose and recommend some products. They found that their customers especially, really liked chat.

Contact Center 40

Contact Center Customer Centricity Multi-Channel Webinar 40