Second to None

MAY 31, 2018

Information about your brand provided by customers can serve as a valuable resource for building a leading Customer Experience platform, and the way you utilize this data can have a major impact on the culture within your organization. 1] [link].

Feedback 70

Feedback Net Promoter Score Voice of Customer Leadership 70

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. Brands that have a long timeline of great social media service are proving to these digital communities that customers voices deserve to be heard.

Brands 63

Brands Social Media Retail Voice of Customer 63

PeopleMetrics

FEBRUARY 25, 2022

By consistently and intentionally rooting your improvements in customer feedback, you can see increased brand loyalty and attachment over time. CX will also help to foster a collaborative, customer-first culture at your business that will further support your goals over the long run. CX metrics and KPIs.

Customer Experience 71

Customer Experience Net Promoter Score Touchpoint Customer Journey Mapping 71

CX Journey

OCTOBER 25, 2016

Image courtesy of reynermedia Trying to ensure the customer gets the attention she deserves within your company? Striving to make yours a customer-centric company? How does the customer become the center of attention for your organization? What tools should you have in your customer-centric toolbox?

Customer Centricity 68

Customer Centricity Touchpoint Culture Customer Voice 68

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. Let’s think in customer touchpoints instead.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

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. 1] [link]. [2]

Retail 69

Retail Measurement Brands Omnichannel 69

ClearAction

DECEMBER 14, 2017

Customer community — opportunities for customers to engage with one another. Customer references — testimonials from customers. Co-innovation — joint product development efforts with customers. Customer Knowledge (ways of understanding customers). Originally published on CustomerThink.

Customer Care 66

Customer Care CEM Customer Experience Net Promoter Score 66

Second to None

APRIL 26, 2018

Implementing expertly-designed mystery shopping programs and employee feedback surveys can help curate a company culture that promotes high levels of customer and employee engagement within each individual interaction that takes place in your different brick-and-mortar locations.

Brand Values 59

Brand Values Brands Leadership Voice of Customer 59

ClearAction

DECEMBER 14, 2017

Customer community — opportunities for customers to engage with one another. Customer references — testimonials from customers. Co-innovation — joint product development efforts with customers. Customer Knowledge (ways of understanding customers). Originally published on CustomerThink.

Customer Care 59

Customer Care CEM Customer Experience Net Promoter Score 59

CX Journey

JUNE 22, 2017

Traditionally, most of these voices have been captured through surveys or some other structured form that was initiated by the company, i.e., companies asked customers to provide feedback. While asking puts the onus on the customer to respond, listening puts the onus on the company to be wherever customers voice their opinions.

Customer Journey Mapping 58

Customer Journey Mapping Communication Customer Centricity Customer Journey 58

Second to None

JANUARY 22, 2019

Rather than deflecting this blame to future purchases, the brands at the top of their industry are consistently monitoring and updating their organizational philosophies to ensure they are curating a company culture that allows employees to perform up to expectations. It all starts with how you think.”

2005 48

2005 Telecommunications 2018 Voice of Customer 48

ChurnZero

FEBRUARY 26, 2021

Put simply, Customer Success does a lot of things for a lot of people. As the customer liaison within an organization, Customer Success must work with virtually every department – which means navigating their unique working style, culture, processes, and priorities. It’s a huge [customer] lifecycle,” says Matt.

Customer Success 59

Customer Success Management Roadmap Feedback 59

CX Journey

MAY 3, 2016

Customer-Centric Culture A customer-centric culture is one that encourages employees to focus on the customer. It begins with executives who are committed to the cause and talk about the customer and the customer experience before sales and acquisition.

Customer Experience 40

Customer Experience Customer Experience Professionals ROI 2011 40

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Net Promoter Score 114

Net Promoter Score Customer Experience CEM B2C 114

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Definition 64

Definition Net Promoter Score Customer Experience CEM 64

CX Journey

MARCH 8, 2017

Know the definition of customer experience insanity? Sadly, this is a concept that voice of the customer and customer experience professionals are quite familiar with. It was Albert Einstein who said: the definition of insanity is doing something over and over again and expecting a different resul t.

Definition 58

Definition Customer Experience Professionals Insights Feedback 58

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] Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. 1] [link]. [2] 2] [link]. [3] 3] [link].

Interaction 59

Interaction Voice of Customer Brands Consumers 59

Thematic

NOVEMBER 13, 2018

In this blog, we’ll discuss how to u nderstand your Voice of Customer (VOC) insights and why this is important. What are your customers actually telling you and how do you analyze this information to get to meaningful insights? A new take on Voice of Customer: driven by insights.

Voice of Customer 101

Voice of Customer Net Promoter Score ROI NPS 101