InMoment XI

JUNE 28, 2022

Our latest addition, ReviewTrackers, empowers over 175,000+ business locations to better understand and manage their customer reviews across 100+ sites with their review management technology. InMoment and ReviewTrackers joining forces is great news for today’s brands! Read more here! Want to know what’s new?

2022 98

2022 Feedback 2021 Technology 98

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. Additionally, millennials spend 10.6% 1] [link]. [2] 2] [link]. [3]

Consumers 63

Consumers Brands Rewards Programs Loyalty 63

Lumoa

DECEMBER 15, 2022

Voice of Customer (VoC) is not a new concept. It’s a strategy that many companies have used for years to understand and prioritize customer needs. In this article, we’ll go over what Voice of Customer data analytics is and the different types. In This Article: What is Voice of Customer Analytics?

Voice of Customer 94

Voice of Customer Social Media Banking Feedback 94

Second to None

FEBRUARY 19, 2019

3] Offering a sense of familiarity and consistency, private brands have proven to increase trust and loyalty in customers. PYMNTS.com’s data shows that 51% of customers choose to shop at a store specifically for its private brand. [4] Loyalty and Rewards. Samples help to transform your store into a destination.

Brands 73

Brands Rewards Programs Loyalty Fashion 73

ClearAction

APRIL 18, 2020

As a gift that keeps on giving, customer experience annuities free-up resources that were previously dedicated forever to the equivalent of “Band-Aids®”, and re-allocate those resources to higher-value opportunities. Accordingly, mature customer experience management can reduce business risk. Customer Experience Innovation Actions.

Customer Experience 62

Customer Experience Net Promoter Score Innovation Customer Centricity 62

Second to None

JUNE 5, 2018

Increasing the loyalty of their existing customers. Furthermore, the organization can improve by using several other CX tools that grant a better understanding of how your existing customers perceive your brand. Presale journey improves customer loyalty. Carrying out transactional and relationship surveys.

B2B 63

B2B 2018 Voice of Customer Loyalty 63

ClearAction

AUGUST 22, 2020

You can make a vital impact even when customers are experiencing difficulties and use of technologies must be scaled back. Proven winners both during and after a down cycle are those that embrace a slowdown as an opportunity to strengthen innovation and business processes. Voice-of-Customer Almost-Free.

Customer Experience 77

Customer Experience Customer Centricity Innovation Definition 77

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. Ultimately, creating an excellent omnichannel experience is a difficult but rewarding task for brands in any industry.

Omnichannel 63

Omnichannel Customer Experience Voice of Customer Social Media 63

Lumoa

JANUARY 9, 2018

Much of the improvement has been driven by advancements in product innovation and digital technology. HOWEVER, I also argue that despite that, too many consumers continue to endure ‘random’ or ‘unexpected’ experiences as a result of the inconsistent delivery of the end-to-end customer journey. Customers want you to know them.

2018 141

2018 Customer Experience Competitive Advantage 2017 141

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

MARCH 16, 2018

Businesses are operating in a saturated market where brand loyalty is decreasing, price competition is rising and consumers are distracted and exposed to several media, devices and a lot of information. It’s determining customer loyalty, influencing churn and ultimately has an impact on revenue and profits.

2018 63

2018 Customer Experience 2017 Customer Satisfaction 63

Second to None

FEBRUARY 15, 2019

Customer satisfaction is a commonly used metric in the CX domain. It helps to depict a more accurate perception of the overarching customer experience, touching on key points of interaction. This can be particularly useful for understanding weak factors of your customer service program that lead to unsatisfied customers.

Customer Experience 78

Customer Experience NPS Net Promoter Score Effort Score 78

Second to None

OCTOBER 16, 2018

New technologies have shifted consumer expectations, changing the necessary preparatory work that a brand must complete to ensure a bountiful holiday season. In addition to mobile devices, AI-technology could play a potentially massive role for retail success this holiday season. 1,2,3 [link]. 4 [link].

Customer Engagement 67

Customer Engagement Engagement Retail Voice of Customer 67

Think Customers

DECEMBER 13, 2021

In 2020, brands discovered how empathy can drive profitability and win lifetime loyalty, even during trying times. 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? Who wins with great CX?

Roadmap 52

Roadmap Metrics Customer Journey Customer Journey Mapping 52

Second to None

APRIL 12, 2018

The following article is a guest post submitted by POSbistro, an organization dedicated to helping restaurant improve the experience they provide via enhanced technology: If you are interested in submitting a guest post to the Second To None blog, please reach out to danielb@secondtonone.com with your idea. Customer loyalty program data.

Insights 67

Insights Marketing Social Media Loyalty Programs 67

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

SEPTEMBER 11, 2018

Developing an omnichannel brand identity has become more challenging as digital technologies have advanced. More channels in which interactions with consumers takes place means there are more opportunities to convert a consumer into a customer. Our solutions are developed on the basis of solid research and statistical science.

Retail 59

Retail Brands Omnichannel Touchpoint 59

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. brands should aim to exemplify a contextualized understanding of their customer. What is the Channel-less Approach? Harnessing information such as location, language, trends etc.

Omnichannel 76

Omnichannel Customer Centricity Brands Presentation 76

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.

Customer Journey 48

Customer Journey 2013 Retail Apparel 48

Second to None

FEBRUARY 19, 2019

3] Offering a sense of familiarity and consistency, private brands have proven to increase trust and loyalty in customers. PYMNTS.com’s data shows that 51% of customers choose to shop at a store specifically for its private brand. [4] Loyalty and Rewards. Samples help to transform your store into a destination.

Brands 48

Brands Rewards Programs Loyalty 2018 48

SurveySensum

JUNE 24, 2019

Things are ever pacing up in the telecom industry as technology is making it more customer-centric and the biggest reason behind is the dawn of Artificial Intelligence (AI). Customer feedback collected and analyzed by using algorithms can redefine the way telecom companies used to take care of customer satisfaction.

Net Promoter Score 40

Net Promoter Score Feedback NPS Telecommunications 40

Second to None

MAY 9, 2019

Salesforce’s 2018 “State of the Connected Customer” report revealed that 62 percent of customers are more afraid of their data being compromised now than they were two years ago. [1] Rooted in the core of the paradox, customers want companies to use their data with good intentions. The Personalization Privacy Paradox.

2018 86

2018 Social Media Consumers Banking 86

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. Technology advances will continue to inspire new innovations in customer experience.

2018 129

2018 Customer Experience Customer Centricity Culture 129

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

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

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

MARCH 6, 2018

As technology makes more industries easily accessible online, brands in these spaces need to continually find new ways to reach customers within these evolving digital channels. If your brand does not have online ordering in place, then it is most likely losing customers to those organizations that are able to provide this service.

Voice of Customer 67

Voice of Customer Brands Measurement Consumers 67

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

Wootric

AUGUST 22, 2019

Now more than ever companies must listen and respond to customer feedback. Positive customer experience not only wins you loyal customers but also brand advocates. On the other hand, a single bad experience can mean that customer loyalty takes a hit. . Voice of customer feedback programs are challenging.

Customer Experience Management 45

Customer Experience Management Net Promoter Score Customer Experience Management 45

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 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

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

Wootric

JULY 5, 2020

Voice of customer data illuminates the “why” behind the clicks and the cash. Classic CX surveys like NPS, PSAT, CSAT, and Customer Effort Score(CES) monitor customer sentiment — providing critical insight into behavioral and revenue metrics. Net Promoter Score (NPS): Loyalty and more.

Metrics 85

Metrics Net Promoter Score NPS Effort Score 85

Customer Alignment

DECEMBER 18, 2017

However, along the way many companies have ‘processed out’ any empathy or recognition of how the experience feels for a customer. Ease and efficiency won’t make customers stick around; emotion will and they will pay for a good one. This is set to change in 2018 – so watch out for that.

2017 45

2017 2018 Chief Customer Officer NPS 45

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

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

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. Much of the improvement has been driven by advancements in product innovation and digital technology.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64