Remove Innovation Remove Omnichannel Remove Voice of Customer
article thumbnail

The Channel-less Approach Versus The Omnichannel Approach

Second to None

Most customer experience professionals are familiar with the omnichannel strategy ; one which strives to create a fluid experience across all channels and platforms by utilizing centralized customer data and tracking previous interactions. Reducing Customer Effort. What is the Channel-less Approach?

article thumbnail

Are You Working With An OmniChannel Expert?

Second to None

For a successful omnichannel Customer Experience program, employees need to sift through and expertly analyze a large amount of information. If your brand is not already working with an omnichannel expert, you may be missing out on opportunities that directly impact your customer acquisition and retention capabilities.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Top Customer Care Trends to Consider as You Plan for the New Year

BlueOcean

And many businesses feel pressure to predict the where, when, and how of their customer interactions. Voice of Customer analytics: Everything you need to know Customer experience is, we believe, the core of excellent customer care. And voice of the customer (VoC) analytics is one valuable piece of the CX puzzle.

article thumbnail

The Value of OmniChannel Customer Experiences For Fast-Casual Restaurants

Second to None

The best brands invest both time and energy into both their online and brick-and-mortar channels, so that regardless of where or how a customer finds you, they are provided with a consistent experience that requires as little effort as possible. Our solutions are developed on the basis of solid research and statistical science.

article thumbnail

When did listening to customers become so complicated?

OpinionLab

To get an idea of how your store experience was perceived by your customers, it was easy to add a survey link to your store receipt. What happened to the days when you got to decide when, where and how Voice of Customer flowed into your organization? The empowered customer happened.

article thumbnail

Is Your Retail Brand Measuring Performance Across Different Locations?

Second to None

Brands that place an emphasis on establishing a system that generates consistency across these growing locations are positioning themselves as a Customer Experience industry leader. Once you have an established brand identity, customers have a baseline set of expectations that need to be matched at each store. 1] [link]. [2]

Retail 69
article thumbnail

Four key themes from eTail East 2016

OpinionLab

Here were some of the main topics being discussed: Theme 1: Omnichannel, omnichannel, omnichannel. We recently published a Strategy Guide highlighting comprehensive omnichannel data and trends. That omnichannel is a big deal and a lot of retailers are treating this as their number one CX focus right now.

2016 60