Zeisler Consulting

FEBRUARY 25, 2021

While he did do what we needed as the Customers, voicing it the way he did was inappropriate. As I’ve written before , trust is vital to the proper working of a good Customer-centric organization. One way or the other, the waiter technically wasn’t supposed to do this, but it was the right thing to do.

Customer Centricity 72

Customer Centricity Culture Leadership Customer Voice 72

Second to None

MAY 31, 2018

This feedback can be acquired in several different fashions, including voice of customer survey and mystery shopping programs. While leadership should retain the right use customer feedback as a source of determining and fixing poor performers, it should be equally utilized as a way to provide adequate recognition.

Feedback 70

Feedback Net Promoter Score Voice of Customer Leadership 70

Second to None

APRIL 26, 2018

Brands in the retail space have an enhanced need to monitor the way their employees are interacting with customers because it can have a direct impact on a customer’s willingness to return and recommend your brand to their own personal network. Our solutions are developed on the basis of solid research and statistical science.

Brand Values 59

Brand Values Brands Leadership Voice of Customer 59

Zeisler Consulting

AUGUST 17, 2020

In the last installation we’ll discuss what it takes to build and support a Customer-centric culture. In fact, if all you’re doing with your CX data is reporting it up to leadership, it’s not likely to be doing much good.

ROI 72

ROI Customer Centricity NPS Customer Voice 72

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. Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

Second to None

SEPTEMBER 27, 2018

By sending evaluators to measure employee performance across your different store locations, your organizational leadership is investing in quantitative data that can be used to document and rank each location under your brand umbrella. 1] [link]. [2] 2] [link]. The post Is Your Retail Brand Measuring Performance Across Different Locations?

Retail 69

Retail Measurement Brands Omnichannel 69

Second to None

AUGUST 28, 2018

Additionally, these programs can help flag moments along the customer journey that are flawed or underperforming. Ideally, leadership will find a vendor that easily allows the data to be spread throughout different levels of your organization, so employees are acting based on up-to-date, accurate information.

Measurement 59

Measurement Voice of Customer Leadership Customer Centricity 59

Second to None

FEBRUARY 22, 2018

Apply Customer Experience measurement programs like mystery shopping initially to capture an outside-in perspective of the way your brand is perceived and then create a data-driven ranking of which locations are leading the pack and which are struggling. Our solutions are developed on the basis of solid research and statistical science.

Voice of Customer 72

Voice of Customer Brands Leadership Customer Centricity 72

Second to None

FEBRUARY 20, 2018

A significant investment in eCommerce optimization, in-store aesthetic, employee training and Customer Experience measurement can help to establish industry leadership. One metric that stood out in the study was customers who were proud to say they have purchased from a specific brand.

Net Promoter Score 69

Net Promoter Score Voice of Customer Brands Advertising 69

Second to None

FEBRUARY 1, 2019

In doing so, your company will move from a product-centric model to a customer-centric one. The customer will be at the forefront of every operation, guiding your business towards a higher satisfaction rate amongst your audience. 1,2 [link].

Net Promoter Score 82

Net Promoter Score NPS Metrics Customer Centricity 82

C Space

NOVEMBER 4, 2019

He was a co-founder of Palladium Group, a management consultancy, and the Chief Commercial Officer for the Balanced Scorecard, the world’s leading framework for strategy execution. Rob is an active blue water sailor and has received numerous awards for his leadership in ocean sustainability. Managing Director, Growth at C Space.

Insights 45

Insights Net Promoter Score Competitive Advantage Culture 45

Second to None

SEPTEMBER 18, 2018

Additionally, US consumers report that being passed between agents is the most frustrating aspect of a customer service experience.[4] Understanding the CES within your call-center is valuable because it helps leadership determine whether or not these support employees are reducing consumer effort. 1,2 [link]. 3,4,5 [link].

Call Center 48

Call Center Net Promoter Score Voice of Customer Touchpoint 48

CX Journey

SEPTEMBER 8, 2016

Think about your interactions with companies like Southwest Airlines, Zappos, or Ritz-Carlton; these companies have created intentional cultures of employee experience, happiness, and engagement first because they know that if their employees are miserable, their customers will be, too.

Customer Experience 49

Customer Experience Employee Experience Workshop Culture 49

Second to None

FEBRUARY 6, 2019

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. 1] [link]. [2]

Customer Experience 67

Customer Experience Voice of Customer Innovation Consumers 67

Second to None

JULY 31, 2018

Sam is an experienced writer and marketing consultant. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. We achieve success through a relentless focus on quality and innovation, consultative relationships and a talented team of professional associates.

Voice of Customer 59

Voice of Customer Consulting Brands Customer Satisfaction 59

Second to None

MAY 3, 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. 1] [link]. [2]

Interaction 59

Interaction Voice of Customer Brands Consumers 59

Second to None

AUGUST 7, 2018

When you optimize the checkout experience for your customers, you’ll likely see your abandonment rate go down and your sales go up. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Voice of Customer 63

Voice of Customer Sales Customer Centricity Definition 63

Second to None

JANUARY 22, 2019

You succeed by chasing service to the customer. ” Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. We achieve success through a relentless focus on quality and innovation, consultative relationships and a talented team of professional associates.

2005 48

2005 Telecommunications 2018 Voice of Customer 48

ChurnZero

JANUARY 8, 2021

With their visibility elevated, Customer Success leaders stepped up to carry the weight of their fellow revenue-driven teams and prove their value within the broader organization. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

2021 98

2021 Customer Success Chief Customer Officer Leadership 98