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. An organization’s NPS is a quantifiable way to measure customer satisfaction rates.

Net Promoter Score 63

Net Promoter Score Telecommunications Voice of Customer NPS 63

Thematic

APRIL 12, 2023

When is the right time to establish a customer experience - or voice of customer - programme for your company? Whether your company is just getting started, or already well established, a voice of customer programme is essential. Even more claim they’re customer first.

Customer Centricity 62

Customer Centricity Culture Voice of Customer Multi-Channel 62

SuiteCX

OCTOBER 22, 2015

While research has proven that a focus on improving customer experience directly impacts the bottom line, achieving the organizational and cultural change required to become fully customer-centric is not an easy process. It is critical to get all key departments aligned on your customer experience strategy.

Customer Journey Mapping 40

Customer Journey Mapping Customer Journey 2015 Customer Centricity 40

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

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

MARCH 20, 2018

Interactions between brands and consumers are changing across virtually every industry, making it more important than ever that your organization is striving to encourage consistency within every moment of the customer journey. 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

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

JUNE 14, 2018

Creating a customer journey that encourages high levels of word-of-mouth recommendations is better known as the Net Promoter Score philosophy. In fact, brands that have embraced the NPS philosophy have experienced a 50% increase in customers over six months at a 98% retention rate.[1]

NPS 66

NPS Brands Net Promoter Score Voice of Customer 66

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

OpinionLab

DECEMBER 17, 2018

And, I co-founded a company named OpinionLab that pioneered the idea of empowering customers to provide feedback to companies by enabling them to proactively engage companies in their own words, on their own terms via the digital channel. The idea of customer-initiated, or opt-in, website feedback was born.

2001 95

2001 Competitive Advantage Voice of Customer Social Media 95

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. 1,2 [link].

Call Center 48

Call Center Net Promoter Score Voice of Customer Touchpoint 48

CX Workout - Ideas Blog

NOVEMBER 3, 2020

2) Misunderstanding the True Voice of Customers and Employees. 3) Little connection between the Employee Experience and Customer Experience. For example, why do businesses still support siloes between Customer Experience (CX), Data, Digital, Employee Experience (EX), Enterprise Technology, Human Resources, and Marketing?

Net Promoter Score 98

Net Promoter Score Employee Experience Customer Satisfaction Metrics 98

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

In the modern business-to-customer retail relationship, the first point of contact is typically made online. This means that your digital identity can play a potentially huge role in the way that consumers perceive your brand throughout the rest of the customer journey.

Brands 63

Brands Social Media Retail Voice of Customer 63

Second to None

OCTOBER 23, 2018

Attracting and retaining customers requires paying attention to your brand’s online presence as well as your team’s ability to provide a consistent value at each phase along the customer journey. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Brands 74

Brands Measurement Magazine Customer Centricity 74

Customer Alignment

MARCH 2, 2018

One thing she was going to be tasked to do was to review their Voice of Customer (VoC) programme. She was keen that the tail wouldn’t wag the dog and that the Customer and CX strategy drove measurement and not the other way around. Don’t leave out any department that is involved in processes that impact on the customer journey.

Chief Customer Officer 99

Chief Customer Officer Customer Experience Roadmap Workshop 99

Second to None

APRIL 19, 2018

Once you collect information provided by evaluators, you can pin down exactly which moments are underperforming and set up specific objectives to improve these points along the customer journey. 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,

Customer Experience 54

Customer Experience Omnichannel Voice of Customer Measurement 54

Pink Guava

APRIL 28, 2021

How feedback is an effective tool for Business Success Feedback is an essential tool to build a person's leadership, empathy, and communication skills by listening, identifying, and acting on thoughts, feeling, and experiences. Usually, the absence of this crucial feedback diminishes the chances of customer engagement.

Social Media 93

Social Media Customer Satisfaction Feedback NPS 93

Second to None

JUNE 26, 2018

As a result, it is important that luxury brands have a robust Customer Experience research and measurement program , to ensure that each team member is expertly knowledgeable and accountable to deliver exactly what customers are looking for along each step of the customer journey.

Retail 63

Retail Brands Omnichannel Fashion 63

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 25, 2018

Retaining your desired brand identity requires a diligent approach to self-measurement and an active ear listening to customer feedback. In addition to major moments of mistrust like what plagued the aforementioned brands, smaller betrayals throughout the customer journey can have a similar impact on your brand reputation.

Consumers 109

Consumers Brands Social Media 2010 109

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

Second to None

OCTOBER 9, 2018

If customers are consistently making it to the stage in the customer journey where they are selecting products to checkout, but not completing the purchase, there is something that is dissuading them from making that final decision. It is impossible to eliminate cart abandonment completely. 1,2,3,4 [link].

Online Experience 67

Online Experience Customer Centricity Voice of Customer Brands 67

Second to None

MARCH 29, 2018

While approximately 2/3 of brands apply this responsibility of program management to their CMOs,[3] ideally, there is a separate team under that leadership responsible for measuring, understanding and improving the level of consistency applied across channels within your typical customer journey.

Omnichannel 69

Omnichannel Social Media Brands Customer Relationships 69

ShepHyken

JULY 20, 2018

Interactions between brands and consumers are changing across virtually every industry, making it more important than ever that your organization strives to encourage consistency within every moment of the customer journey. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Social Media 47

Social Media Blog Brands Consumers 47

Second to None

APRIL 2, 2018

It is significantly cheaper to invest in customer retention than acquisition, but without great service throughout the customer journey, it will be challenging to sway customers to keep on coming back. To reach this level of performance, your entire organization from leadership to cashiers needs to buy-in.

Omnichannel 54

Omnichannel Brands Voice of Customer Customers 54

Second to None

JULY 26, 2018

The same way that your organization strives to provide service throughout the customer journey, so too should the vendors that your organization partners with. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Insights 54

Insights Voice of Customer Brands Customer Centricity 54

Second to None

JUNE 5, 2018

Customers are turned off by delays; the world is moving faster than ever, and without quick service, their attention will quickly move on to the next part of their day. As a result, you integrate automated customer service will keep them engaged and faithful. Word of mouth marketing.

B2B 63

B2B 2018 Voice of Customer Loyalty 63

Second to None

APRIL 5, 2018

Turning your brick-and-mortar store into an experiential destination is a great step towards omnichannel success, and ultimately creating life-long relationships with customers. In practice, this means creating a comfortable store aesthetic, with consistently engaged employees offering an appropriate level of service. 1,2 [link].

Retail 59

Retail Omnichannel Fashion Voice of Customer 59

Second to None

SEPTEMBER 11, 2018

Ultimately, the best retail brands are those that are striving to provide an optimized, consistent value at each point along the customer journey. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Retail 59

Retail Brands Omnichannel Touchpoint 59

Customer Alignment

OCTOBER 2, 2017

As a result, these leading-edge companies perform substantially better across the whole range of business measures, from profitability to customer retention rate.” We work with companies just starting out in Customer Experience as well as those who are more advanced along their Customer Experience path.

Customer Experience 40

Customer Experience Customer Centricity Customer Journey Voice of Customer 40

Wootric

FEBRUARY 14, 2019

Why we love Amy: She’s head of Customer Advocacy at MindTouch. She was tapped to look after the customer experience as a whole as company growth accelerated. Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Second to None

MARCH 14, 2018

To prove the ROI of live engagements, marketers must set the stage for data collection and funnel tracking. Customers are willing to give up their information in exchange for interesting experiences. To blend work and play, marketers should gamify campaigns to encourage active customer interaction in exchange for valuable data.

ROI 54

ROI Events Social Media Return on Investment 54

Second to None

JULY 31, 2018

Today’s live chats can be used in tandem with your customer service agents, empowering them to communicate with new website visitors, moving them along the customer journey, ultimately reaching a higher level of overall customer engagement with current customers as well. Chat Monitoring. Visitor Tracking.

Voice of Customer 59

Voice of Customer Consulting Brands Customer Satisfaction 59

Second to None

APRIL 9, 2018

As a result, Sephora has managed to provide the unique value that their customers want, and provide this value at every point along the customer journey. We should be fine with wherever the customer wants to shop, and our existing organization didn’t reflect that mindset,” said Laughton. “So

Brands 54

Brands E Commerce Retail Loyalty 54

Second to None

SEPTEMBER 21, 2018

Additionally, customers can try on products they ordered online within each location’s extra-fancy dressing rooms.[1] 1] The benefits provided within Nordstrom Local locations show customers that the organization and its employees are attempting to add value to their customers’ lives beyond being a place to purchase clothing products.

Retail 54

Retail Consumers Brands Fashion 54

ClearAction

APRIL 18, 2020

In ClearAction’s 5-year study of global B2B customer experience practices we found that the rigor of resolving the instance was overwhelming managers from addressing pervasive issues reported period after period in survey results. This customer intelligence is much richer than typical company-initiated voice-of-customer.

Customer Experience 62

Customer Experience Net Promoter Score Innovation Customer Centricity 62