Second to None

MARCH 15, 2018

Employees can help unlock answers to vital issues facing organizations in any industry, because they are the ones on the frontline experiencing how the strategies theorized by leadership are performing in reality. While simply listening to the voice of your employee can help inspire employees to be 4.6

Feedback 72

Feedback Net Promoter Score Leadership Culture 72

Second to None

AUGUST 9, 2018

Complete extensive Customer Experience research initiatives to get an accurate depiction of whether or not you are producing consistently satisfied customers and compare that data to industry benchmarks. This will offer leadership enhanced clarity as to why customers may be dissatisfied with the current CX provided by the brand.

Net Promoter Score 63

Net Promoter Score Telecommunications Voice of Customer NPS 63

Second to None

JUNE 12, 2018

This granulized information can help leadership identify areas along the customer journey that may be underperforming, as well as point out areas of success that should be replicated. We achieve success through a relentless focus on quality and innovation, consultative relationships and a talented team of professional associates.

Brands 72

Brands Leadership Voice of Customer Omnichannel 72

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.

Brand Values 59

Brand Values Brands Leadership Voice of Customer 59

Second to None

MARCH 20, 2018

A brand reputation monitoring tool that scrapes these sites can serve as a differentiator for your brand because it is a public assertion of your employees’ willingness to provide value and increase the convenience for your customer base. Our solutions are developed on the basis of solid research and statistical science.

Brands 85

Brands Social Media Voice of Customer Consumers 85

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.

Retail 81

Retail Leadership Voice of Customer Brands 81

Second to None

AUGUST 21, 2018

Regardless of the what kind of expansion your team is engaging in, it is important that organizational leadership is ensuring that these extensions retain your desired brand identity. There are a few common approaches to measuring the effectiveness of a new program, but the most important aspect to consider is customer satisfaction.

Measurement 54

Measurement Net Promoter Score Customer Centricity Leadership 54

Lumoa

FEBRUARY 6, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies we’re changing the way businesses see their customers. It’s too easy to overlook the employee engagement and try to deploy CX outside of an holistic organisational approach.

2018 129

2018 Customer Experience Customer Centricity Culture 129

Second to None

APRIL 17, 2018

brands that complete this style of service need to make sure that their associates are maintaining the customer experience laid out by brand leadership. We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights.

Measurement 59

Measurement Customer Service Leadership Voice of Customer 59

Second to None

AUGUST 28, 2018

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. Reporting is an often-overlooked aspect of a mystery shopping , voice of customer survey or other CX research program.

Measurement 59

Measurement Voice of Customer Leadership Customer Centricity 59

Second to None

MARCH 27, 2018

While there should be a system in place to reprimand employees that fail to comply, it should come down from organizational leadership, not a random individual contracted to test your brand. In doing so, you will encourage more shoppers to sign up to complete these assignments and retain a happier and more engaged staff.

Leadership 63

Leadership Culture Brands Customer Centricity 63

Second to None

SEPTEMBER 18, 2018

This attention to detail requires consistently engaged employees and continuous measurement to ensure employees retain your desired level of service. 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

Second to None

AUGUST 16, 2018

Nowadays, creating a great experience requires more than training employees to provide exceptional customer service. To truly separate your banking brand from the competition requires a customer-centric , omnichannel approach. Our solutions are developed on the basis of solid research and statistical science.

Financial 59

Financial Measurement Brands Customer Experience 59

Second to None

SEPTEMBER 7, 2018

Customer Experience measurement can mitigate this risk because it helps leadership establish accurate data that can be used to recognize the best individuals and improve underperformers. 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

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. Our solutions are developed on the basis of solid research and statistical science.

Retail 69

Retail Measurement Brands Omnichannel 69

Second to None

OCTOBER 23, 2018

Many brands use a franchisee-model that puts the responsibility in the hands of the store-owners, but ultimately it is the brand that will take on the negative perception caused by inattentive waiters, poor customer service and long wait times. Our solutions are developed on the basis of solid research and statistical science.

Brands 74

Brands Measurement Magazine Customer Centricity 74

Second to None

FEBRUARY 12, 2018

In a truly customer-focused organization, you might even see the gap reversed. In other words, the customer perceives the service they receive from a company is even better than that company’s leadership believes it to be. Ask the customer directly, at the time they are finishing their interaction with you.

Brands 59

Brands Leadership Voice of Customer 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

AUGUST 14, 2018

Understanding how consumers view your organizations plays a huge role in your employees’ ability to establish beneficial relationships with customers. We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights.

Brands 59

Brands Fashion Customer Centricity Voice of Customer 59

Second to None

APRIL 19, 2018

In fact, in the next two years, it is estimated that 85% of a customer’s interactions with a brand will occur without any other humans.[1]Thus, We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights.

Customer Experience 54

Customer Experience Omnichannel Voice of Customer Measurement 54

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

AUGUST 23, 2018

Read below to learn aboutseveral factors worth consideringcarefully when leadership decides it isan appropriate time to rebrand your company. An excellent reason to rebrand and shake up your image is to tap into a new demographic of customers. New Demographic.

Brands 59

Brands Voice of Customer Consulting Sales 59

Second to None

JUNE 14, 2018

Your organizational leadership needs to staff a team that is dedicated to filtering through this information on a consistent basis, rather than placing the question into your survey platform and letting the data collect for several months at a time. Our solutions are developed on the basis of solid research and statistical science.

NPS 66

NPS Brands Net Promoter Score Voice of Customer 66

Second to None

JUNE 26, 2018

Mystery shopping is an essential first step to this combination of channels into one cohesive unit because it can help to point out the subtle differences that may be exhausting to users but were invisible to your organizational leadership. Our solutions are developed on the basis of solid research and statistical science.

Retail 63

Retail Brands Omnichannel Fashion 63

Second to None

SEPTEMBER 25, 2018

We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights. We achieve success through a relentless focus on quality and innovation, consultative relationships and a talented team of professional associates.

Consumers 109

Consumers Brands Social Media 2010 109

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. Trust is a key reason to open up these communication channels, because with the proliferation of purchasing options, customers are warier about choosing where to spend their cash.

Communication 86

Communication Voice of Customer Call Center Brands 86

Second to None

SEPTEMBER 5, 2018

Interactions with customers are an inevitability for all brands, but the way that these interactions occur varies greatly across different industries. It is important that your leadership team is expertly aware of how employees are performing within these individual instances.

Retail 59

Retail Brands Leadership Consumers 59

Second to None

FEBRUARY 4, 2020

This gives regional leadership more time to focus on mentoring and training employees. We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights.

Healthcare 75

Healthcare Brands Customer Centricity Voice of Customer 75

Second to None

AUGUST 2, 2018

Thus, there is more pressure than ever on your employees to stay true to the brand identity theorized by organizational leadership across every location under your brand umbrella. We achieve success through a relentless focus on quality and innovation, consultative relationships and a talented team of professional associates.

Brands 59

Brands Airlines Social Media Events 59

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.” Our solutions are developed on the basis of solid research and statistical science.

2020 54

2020 Brands Government Consumers 54

Second to None

JUNE 7, 2018

2] This staggering statistic should be enough to convince leadership in your organization that investing in reaching customers via social media is a surefire way to connect with a massive population. There are 11 new people that start using social media every second, totaling about one million new users every year.[2]

Social Media 59

Social Media Voice of Customer Brands Consumers 59

Second to None

MARCH 29, 2018

There is a common belief that in the next three years, a great Customer Experience will overtake price and product as the main differentiator for success,[2] and an omnichannel strategy is a huge contributor to a great overall experience. Our solutions are developed on the basis of solid research and statistical science.

Omnichannel 69

Omnichannel Social Media Brands Customer Relationships 69

Second to None

FEBRUARY 16, 2018

How many companies invest time and money on customer research but then the data goes underutilized. It gets cleaned up and fed back to a small number of people in marketing, then further sanitized and fed back to more senior leadership. Sometimes the research firms have more connection with the customers than the company does!

Healthcare 54

Healthcare Innovation Leadership Voice of Customer 54

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

FEBRUARY 15, 2018

As a result, it is extremely important for brand leadership to implement compliance audit programs that consistently measure whether or not individual locations are following the rules. We achieve success through a relentless focus on quality and innovation, consultative relationships and a talented team of professional associates.

2018 69

2018 Brands Document Leadership 69

Second to None

APRIL 10, 2018

For large-scale, national or regional brands, it is important that leadership has actionable information about the way that employees are interacting with customers within individual locations. One of the most common focuses of a successful mystery shopping program is employee performance.

Healthcare 54

Healthcare Leadership Measurement Brands 54

Second to None

MARCH 19, 2018

Every moment along the customer journey can impact the way customer’s perceive your brand, including moments in which there isn’t even a direct interaction with an employee. As the Internet of Things becomes more commonplace than ever before, customers have altered expectations than in the past.

Voice of Customer 59

Voice of Customer Brands 2018 Customer Journey 59