Second to None

MARCH 30, 2018

According to Scott Brinker’s Marketing Technology Landscape Supergraphic , there are now more than 5,300 marketing technology solutions—a 40 percent increase from 2016. And this number will only keep growing as consumer behaviors evolve, driving brands to look to new technologies to solve those gaps.

Customer Experience 112

Customer Experience Airlines Brands Voice of Customer 112

Second to None

FEBRUARY 6, 2019

KEEPING UP WITH CUSTOMER EXPECTATIONS. Customer needs and expectations constantly evolve as a result of new trends and technology being established. In order to stay afloat in this time of consumerism, your company must be able to progress alongside the customer and their expectations. 1] [link]. [2] 2] [link]. [3]

Customer Experience 67

Customer Experience Voice of Customer Innovation Consumers 67

Second to None

SEPTEMBER 21, 2018

Different technologies have shifted the primary channels in which these interactions take place, forcing brands to adjust their experience platform. Another trend that is attracting customers to visit brick-and-mortar locations is to install experiential technology that improves the customer journey in an interesting and shareable way.

Retail 54

Retail Consumers Brands Fashion 54

Second to None

APRIL 19, 2018

Specifically, these programs should instruct evaluators to measure the time it takes to complete your ideal user experience, as well as monitor the way that employees or AI-technology interact with customers via a chat platform. Another area to focus your online mystery shopping program on is omnichannel consistency.

Customer Experience 54

Customer Experience Omnichannel Voice of Customer Measurement 54

Second to None

MARCH 23, 2018

He uses the river to represent technology while the fisherman represents our minds. In short, technology always changes but the human mind does not. This is the best approach to getting into the mind of your customers. Founder of Guku, Andrew Nicholson, uses an easy-to-understand fishing analogy to describe digital psychology.

Voice of Customer 66

Voice of Customer Customer Centricity Consumers Customers 66

Second to None

JANUARY 22, 2019

Too often, brands blame a lack of technology or resources for their organizational problems. “Companies are rendered irrelevant by their scarcity of new thinking not the introduction of new technologies. The beauty of asking these two questions is that the answers can lead you to existing technology.

2005 48

2005 Telecommunications 2018 Voice of Customer 48

Second to None

FEBRUARY 4, 2020

2] While the hospitality industry is service-based, these digital DTC strategies can build on top of the great service provided by your employees by offering added incentives and other ways to encourage further customer engagement. Now, customers can learn about as many brands as they choose all without leaving their couch.

Consumers 67

Consumers Hospitality Rewards Programs Retail 67

Lumoa

JANUARY 9, 2018

Read the full answers: Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution. Much of the improvement has been driven by advancements in product innovation and digital technology. Customers want you to know them. Customers want unique, special and innovative.

2018 141

2018 Customer Experience Competitive Advantage 2017 141

Second to None

APRIL 3, 2018

Another impactful trend in this industry is the proliferation of different ordering technologies. In the past, convenience was offered via rapid speed of service and enhanced drive-thru technologies, but now this value is being taken care of via eCommerce channels. 1] [link]. [2] 2] [link]. [3] 3] [link].

Consumers 63

Consumers Brands Rewards Programs Loyalty 63

Pink Guava

APRIL 26, 2020

The future is either we are working in technology or with technology. Every pause is an opportunity to reflect on how the things had been and with a new “Normal” of uncertainty, how are you going to go ahead with your teams, stakeholders and above all customers. And digitization with the aid of technology will enhance it.

Social Media 84

Social Media Financial Innovation 2008 84

Second to None

OCTOBER 5, 2018

Advanced technology now allows your brand to set up a chat bot to answer frequently asked questions, but live chat offers an experiential advantage and human element that chat bots will never be able to accomplish. Our solutions are developed on the basis of solid research and statistical science.

Voice of Customer 59

Voice of Customer Retail Brands Consumers 59

Second to None

APRIL 5, 2018

Additionally, in-store product technologies that provide opportunities for self-service can be a great way to provide a diverse value to customers. However, even as this eCommerce technology becomes more pervasive, there is still only a small fraction of retail brands, 13%, that identify themselves as “digital-first.”[2]

Retail 59

Retail Omnichannel Fashion Voice of Customer 59

Second to None

SEPTEMBER 18, 2018

Typically, customers will call these helplines to resolve a specific issue and it is vital that your team is striving to reduce as much effort when completing these requests. An organization’s Customer Effort Score (CES) is a metric that is used to measure the customer support effectiveness within these interactions.

Call Center 48

Call Center Net Promoter Score Voice of Customer Touchpoint 48

Second to None

FEBRUARY 8, 2018

The majority of this responsibility used to fall on the shoulders of frontline employees , or those who have a direct-relationship with the customer, whether that is in the role as a server or at the point of sale. Our solutions are developed on the basis of solid research and statistical science.

Omnichannel 63

Omnichannel Customer Experience Voice of Customer Social Media 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

FEBRUARY 16, 2018

Customer frustrations with the healthcare industry have sky-rocketed in recent years yet industry leaders were either not listening or unable to affect any significant change leaving the industry open to disruption. Make it a priority to build outside-in thinking and customer-aligned innovation to fuel your growth.

Healthcare 54

Healthcare Innovation Leadership Voice of Customer 54

Second to None

APRIL 17, 2018

Whether it is someone that goes to fix or set-up in-home technology, complete physical therapy sessions, pet-grooming, etc. brands that complete this style of service need to make sure that their associates are maintaining the customer experience laid out by brand leadership.

Measurement 59

Measurement Customer Service Leadership Voice of Customer 59

Second to None

MARCH 8, 2018

Additionally, there needs to be proper signage outside that relays the menu and brand identity appropriately to customers in their car.[1] 1] Beyond infrastructure, employees need to be trained properly to use this added technology to ensure that it is actually increasing speed-of-service and influencing higher rates of customer satisfaction.

Customer Satisfaction 67

Customer Satisfaction Voice of Customer Brands Customer Centricity 67

Second to None

FEBRUARY 4, 2020

Advanced technology has served as a disrupting factor in most industries, but it has been especially impactful for grocery brands. We are witnessing revolutionary changes to brick-and-mortar store layouts, customer relationship building efforts, and the overall value proposition to the customers they serve. About Deloitte.

Customer Journey 48

Customer Journey 2013 Retail Apparel 48

Lumoa

OCTOBER 31, 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. 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

JUNE 5, 2018

You can win your clients’ hearts faster by delivering immediate customer support, which depending on the size of your organization, can be very challenging via a human agent. However, AI technology has made it possible for even smaller brands to provide this level of support.

B2B 63

B2B 2018 Voice of Customer Loyalty 63

Second to None

JULY 31, 2018

Sam is an experienced writer and marketing consultant. What makes live chat such an enthralling tool for customers? When it comes to dealing with issues, today’s customer is always looking for a proactive and extremely personalised experience. The following article is a guest submission written by Sam Makad.

Voice of Customer 59

Voice of Customer Consulting Brands Customer Satisfaction 59

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

Second to None

MARCH 19, 2018

Businesses can capitalize on data collected by IoT devices to deliver personalized experiences to customers in the physical world, according to the report. ” Here are four ways that IoT can help improve the customer experience in your business, according to Forrester: 1.

Voice of Customer 59

Voice of Customer Brands 2018 Customer Journey 59

Thematic

MARCH 27, 2019

6 best practices for customer inquiry. By asking a few good questions, you should receive actionable quantitative and qualitative data that can guide improvements to meet the needs of individual customers, fix broken processes, and innovate breakthrough products and services. From customer data to actionable customer insights.

Customer Experience 48

Customer Experience Net Promoter Score Healthcare Consulting 48

Second to None

SEPTEMBER 23, 2019

The idea behind the omnichannel strategy is to be where the customer is at, on the channels they are on, with the information and awareness that they expect. Though channel-less focuses on brand experience, it still requires the proper technology and infrastructure that many omnichannel strategies are built upon.

Omnichannel 76

Omnichannel Customer Centricity Brands Presentation 76

Second to None

MARCH 9, 2018

Customer expectations within the social media space are changing as the technology platforms become more integrated in society. Specifically, the ability to provide a high level of customer service can help improve the way that online consumers perceive your brand.

Social Media 69

Social Media Customer Service 2018 Brands 69

Second to None

APRIL 12, 2019

Customer interests are always changing, along with technology and market trends. Though, the positive aspect of developing technology is the ability to reach more people at a hyper-individualized level. This opens up the opportunity for an even more personalized experience that is consistent in every area. 1] [link]. [2]

Omnichannel 69

Omnichannel Multi-Channel B2C Customer Centricity 69

Second to None

MAY 10, 2018

Another example of this kind of event takes place at Apple stores across the country, as they offer free, daily classes for children to help them learn how to utilize their technology. We achieve success through a relentless focus on quality and innovation, consultative relationships and a talented team of professional associates.

Apparel 54

Apparel Retail Events Voice of Customer 54

Second to None

FEBRUARY 19, 2019

Mystery shopper programs and customer surveys are effective ways to gain valuable insights about your customers and their overall brand experience. In the midst of the technological transformation of the grocery industry, there is no better time to actively strive to better understand your audience. 3] [link]. [5] 5] [link]. [6]

Brands 73

Brands Rewards Programs Loyalty Fashion 73

Second to None

APRIL 24, 2018

Smart devices and mobile technology create unique opportunities for small businesses to reach potential customers. This technology can also make the shopping experience more convenient for existing customers as well. Mistake Two: Forgetting that Basic Marketing Principles Still Apply.

Marketing 59

Marketing Advertising Social Media Voice of Customer 59

Second to None

MAY 9, 2019

Ensure that your business has protective measures in place to keep customer data safe. Stay up to date on new technologies that may compromise your current system or help to increase the safety of data. When customers believe that companies are doing everything they can to protect data, it cushions the threat of a security breach.

2018 86

2018 Social Media Consumers Banking 86

Think Customers

DECEMBER 13, 2021

Fast forward to 2022—successful brands who continue to grow, innovate, and advance in the digital space need to answer the question: Are we sticking to the human side of the experience? Are we keeping our CX vows to customers and employees? What stakeholder buy-in will you need to execute your transformation strategy?

Roadmap 52

Roadmap Metrics Customer Journey Customer Journey Mapping 52

Second to None

MARCH 14, 2018

To blend work and play, marketers should gamify campaigns to encourage active customer interaction in exchange for valuable data. Some of the best experiences lean on technology for this purpose. With data in hand, the challenge becomes tracking the entire customer journey to trace conversions back to events.

ROI 54

ROI Events Social Media Return on Investment 54

Second to None

MARCH 12, 2018

How will advancements in machine learning and artificial intelligence help my customer? Today’s technology connects humans to information and each other every minute of every day. How do I apply the same thinking to my organization and then take advantage of technology? My Connection.

Brands 54

Brands Voice of Customer Connections Events 54

Second to None

FEBRUARY 14, 2018

As technology increases, customers are interacting with brands in completely novel ways. Because of these new trends, brands need to constantly measure and update the value they are providing to customers at these different touchpoints. However, its functionality is fairly limited. Some use it to suggest replies to human agents.

2018 63

2018 Social Media E Commerce E-support 63

Second to None

APRIL 18, 2019

Marketing strategies inevitably change over time–especially when that time covers the birth of social media, a slew of technological advances and the blossoming of a new generation. Cultural shifts have led to the adoption of new customer demands and values, pushing companies to evolve towards these changes.

Marketing 76

Marketing Customer Experience Social Media Fashion 76