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

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

Lumoa

JANUARY 19, 2023

Whether your company is using the Balanced Scorecard , OKRs (Objectives and Key Results), SMART , or simple KPIs , this will help you align the work of your future customer experience department to goals everyone in the company cares about. And it will make it easier to build strong relationships and a strong culture of customer centricity.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

SmartKarrot

APRIL 4, 2022

Customer-centricity is important for any organization’s culture. Customer-centric DNA means the person needs to have the qualities or features that fundamentally keep the customer at the center of every action. A customer-centric DNA is when the focus of your company is customer success.

Customer Centricity 10

Customer Centricity B2B Culture Customer Success 10

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

Brands 72

Brands Leadership Voice of Customer Omnichannel 72

Second to None

FEBRUARY 20, 2018

The top NPS score in the survey, a tool used to determine the likelihood of customers to recommend a product to their personal network, was 59. In addition, the top score for customer satisfaction rate in the study was 70%, compared to 55% at the bottom.

Net Promoter Score 69

Net Promoter Score Voice of Customer Brands Advertising 69

Second to None

MARCH 29, 2019

We have listed the top ten in a previous blog ; net promoter score, customer satisfaction, and customer effort score are all commonly used measurements to name a few. Say that you want to invest in a new training program for your customer service team in an effort to increase the efficiency of service. Decrease cost?

ROI 86

ROI Measurement Net Promoter Score Effort Score 86

Second to None

FEBRUARY 1, 2019

It serves as an overarching measurement of customer sentiment, streamlining customer satisfaction and loyalty into a tangible metric. Furthermore, it provides a reliable benchmark for customer experience teams to work towards. In doing so, your company will move from a product-centric model to a customer-centric one.

Net Promoter Score 82

Net Promoter Score NPS Metrics Customer Centricity 82

OpinionLab

DECEMBER 17, 2018

OpinionLab’s fundamental value proposition was to quickly diagnose and resolve CX issues on websites by combining Voice of Customer with operational data that made that VoC actionable. A couple years later, a new player emerged in the digital feedback space that sought to extract value from digital Voice of Customer a bit differently.

2001 95

2001 Competitive Advantage Voice of Customer Social Media 95

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. 1,2,3: [link].

Retail 81

Retail Leadership Voice of Customer Brands 81

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. 1] [link]. [2] 2] [link].

Financial 59

Financial Measurement Brands Customer Experience 59

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. 1,2,3,4 [link].

Brands 74

Brands Measurement Magazine Customer Centricity 74

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 1,2 [link].

Feedback 72

Feedback Net Promoter Score Leadership Culture 72

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. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Measurement 59

Measurement Customer Service Leadership Voice of Customer 59

RapportBoost

DECEMBER 10, 2018

With enterprise class performance and consumer-like ease of use, Talkdesk easily adapts to the evolving needs of sales and support teams and their end-customers resulting in increased customer satisfaction, productivity and cost savings. Also joining us would be Kaye Chapman ; the Learning and Development Manager at Comm 100.

Contact Center 40

Contact Center Customer Centricity Multi-Channel Webinar 40

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. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Brands 59

Brands Fashion Customer Centricity 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

Totango

FEBRUARY 5, 2021

Our increasingly customer-centric economy has established Customer Success as critical to every business’s overall strategy. Any CS team member knows that happy customers make for a thriving enterprise, but the same cannot always be said for C-level executives or your board of directors. In some cases, it may just be you.

Customer Success 73

Customer Success Net Promoter Score Presentation Financial 73

Second to None

MARCH 20, 2018

Regardless of the impact that each moment of engagement may have on an individual sale, by sending out consistent responses to online customer feedback, you are proving that everyone from brand leadership to frontline employees are actually listening and trying to improve the existing Customer Experience.

Brands 85

Brands Social Media Voice of Customer Consumers 85

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

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].

Retail 69

Retail Measurement Brands Omnichannel 69

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. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Brands 63

Brands Social Media Retail Voice of Customer 63

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.

Voice of Customer 72

Voice of Customer Brands Leadership Customer Centricity 72

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

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

Customer Experience 54

Customer Experience Omnichannel Voice of Customer Measurement 54

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. 1] [link].

NPS 66

NPS Brands Net Promoter Score Voice of Customer 66

Second to None

SEPTEMBER 25, 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]

Consumers 109

Consumers Brands Social Media 2010 109

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.

Retail 63

Retail Brands Omnichannel Fashion 63

PeopleMetrics

DECEMBER 12, 2017

Customer Experience Management (CEM) is a set of systems and processes that measure, track, analyze, and manage customer interactions with your brand over time. CEM platforms are designed to solicit and capture experiential data from customers through surveys and other feedback channels. System Harmony.

CEM 84

CEM Customer Relationship Management Customer Relationships Customer Experience Management 84

Second to None

MAY 1, 2018

To ensure that you keep your customers maintaining a positive perception, a key area to focus on is the response time from when a customer logs-in to a live chat, and the time it takes for your associate to respond. Additionally, if the process is too taxing, it is likely that the customer will move on and try your competitor’s site.

Customer Service 63

Customer Service Fashion Voice of Customer Brands 63

Second to None

OCTOBER 9, 2018

While this approach will help your marketing team down the road, forcing customers to create these profiles can mean 35% of transactions being dropped.[3] 3] Not requiring this info to complete a purchase reduces the effort a customer must exert and is a great way to establish your brand as a customer-centric organization.

Online Experience 67

Online Experience Customer Centricity Voice of Customer Brands 67

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

Brands 59

Brands Airlines Social Media Events 59

Second to None

MARCH 13, 2018

However, now that there are more channels for brands to interact with customers than ever before, there is a corresponding massive amount of data that a brand must filter through in order to acquire actionable outcomes from these data-collection programs.

Measurement 59

Measurement Voice of Customer Customer Centricity Insurance 59

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

Communication 86

Communication Voice of Customer Call Center Brands 86

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. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Social Media 59

Social Media Voice of Customer Brands Consumers 59

Second to None

MARCH 9, 2018

Forrester Research predicts that blended AI tools will “help improve sales outcomes and reduce customer-servicing costs.” Forrester also says that this could lead to a decrease in customer satisfaction as brands adapt their customer-service offering to work with chat bots. But there’s a flip side.

Social Media 69

Social Media Customer Service 2018 Brands 69