Beyond Philosophy

JUNE 16, 2022

When I experienced that same situation, I realized the company and I were at opposite ends of the scale when it came to improving our Customer Experience, so maybe this wasn’t the company for me. Ignoring the Voice of Customer is a sign of an unhealthy corporate culture. Figure Out the Why Before You Try the What.

Voice of Customer 78

Voice of Customer Customer Centricity Culture 2005 78

Second to None

APRIL 12, 2018

In order to establish a strong understanding of customer insights, restaurant managers may want to consider investing in a customer database to collect important data, key insights, and trends to better serve and suit their customers for improved business relationships and better business outcomes.

Insights 67

Insights Marketing Social Media Loyalty Programs 67

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. Voice of Customer Maturity Today 2. Another hindrance to manager participation is VoC reporting.

Voice of Customer 62

Voice of Customer B2B Leadership Workshop 62

Second to None

APRIL 18, 2019

Marketing strategies inevitably change over time–especially when that time covers the birth of social media, a slew of technological advances and the blossoming of a new generation. Cultural shifts have led to the adoption of new customer demands and values, pushing companies to evolve towards these changes.

Marketing 76

Marketing Customer Experience Social Media Fashion 76

Second to None

APRIL 24, 2018

Now is the time to get on board the mobile marketing train. With so many small businesses and large companies alike optimizing their digital marketing efforts to reach people through smart devices, it is difficult to ignore this new trend without being left behind. Mistake One: Ignoring the Importance of Mobile Marketing.

Marketing 59

Marketing Advertising Social Media Voice of Customer 59

ClearAction

SEPTEMBER 22, 2022

CX annuities is a phrase I coined to represent massive savings and impressive gains available through a different approach to management of customer, partner, and employee experience. This is true for customer experience, employee experience, and partner experience management. Customer Success + Loyalty programs.

ROI 62

ROI Sports Loyalty Programs Touchpoint 62

Second to None

AUGUST 9, 2018

Because they were basically the only option for customers, many cable providers managed to maintain consistent profit levels and customer retention rates even though their customer service and satisfaction scores were increasingly dropping. One recent example happened in the telecommunications industry.

Net Promoter Score 63

Net Promoter Score Telecommunications Voice of Customer NPS 63

Lumoa

JANUARY 19, 2023

This is true both in terms of Customer Experience – e.g., are there strategic goals around CSat or NPS ? -, and in terms of broader business objective – e.g., increasing market share, reducing churn, cutting costs, etc. Project management, to ensure that projects are well organized, completed on time and meet key metrics.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

Second to None

JUNE 21, 2018

The Importance of Content Marketing. Content marketing is frequently used to make certain the target audience sees exactly what they want. There are important guidelines for content marketing and the old views should be eliminated. There are a wide range of formats effective for content marketing. The Variety of Formats.

Loyalty 61

Loyalty Consumers Marketing Social Media 61

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.

Retail 81

Retail Leadership Voice of Customer Brands 81

Kustomer

SEPTEMBER 3, 2020

Gabe and Nate provide valuable insights on change management and how companies can evolve and thrive in the new market. Customer service is still a relatively new department and career path. The Importance of Listening in Every Stage of a Customer’s Journey. As the market and customer changes, companies change.

Marketing 52

Marketing Effort Score Metrics Loyalty 52

Second to None

MAY 8, 2018

The following article is a guest post submitted by Camille Moore from Taktical Digital , a digital marketing agency based out of New York, New York: 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. Why the Customer Journey is Essential.

Customer Journey 59

Customer Journey Brands Marketing Return on Investment 59

Kapta Customer Success

SEPTEMBER 19, 2016

Ensuring that your customers achieve their desired outcome using your product is at the core of Customer Success. When customers succeed as a result of the services and products you provide, they’ll continue to be long-time, loyal fans of your brand. CX Journey. Sixteen Ventures. Kissmetrics. Tomasz Tunguz.

Blog 45

Blog Customer Success Management Chief Customer Officer 45

Customer Guru

JANUARY 16, 2018

Ajay Nambiar, currently working as the Customer Service & Facility Management Head at L&T Realty, and having worked with brands like ITC Sheraton, BPL US West, Sify, Yahoo, Holiday Inn, Mahindra Holidays and Emaar India, showcases executive leadership in Service Excellence and Business Operations.

Customer Centricity 110

Customer Centricity Hospitality Management Customer Service 110

Lumoa

FEBRUARY 6, 2018

Top challenges for providers are (a) to be smarter than competitors about customers’ realities, (b) to rally all functional areas to improve customers’ realities, (c) to make customer-centred management a way of life. One main challenge for the next year is short termism.

2018 129

2018 Customer Experience Customer Centricity Culture 129

GetFeedback

MAY 9, 2019

This means building trust with your customer, understanding their needs, and adapting to nurture that bond. In other words, treat your customer like a person and not a persona. What is customer experience management (CXM)? . This term is often used interchangeably with customer experience program.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

Thematic

FEBRUARY 19, 2024

If you run into difficulty getting leadership support for a CX measurement program, make a business case for improving CX. When it comes to the bottom line, customers are willing to pay 16% more for products and services from brands with superior positive customer experiences.

Customer Experience 62

Customer Experience Net Promoter Score NPS Loyalty 62

Thematic

FEBRUARY 19, 2024

If you run into difficulty getting leadership support for a CX measurement program, make a business case for improving CX. When it comes to the bottom line, customers are willing to pay 16% more for products and services from brands with superior positive customer experiences.

Customer Experience 62

Customer Experience Net Promoter Score NPS Loyalty 62

Second to None

OCTOBER 23, 2018

Pizza has become one of the fastest growing segments in the food market in recent history. In 2017, 954 pizza chain establishments opened in North America in addition to the already saturated market.[1] Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Brands 74

Brands Measurement Magazine Customer Centricity 74

Second to None

FEBRUARY 20, 2018

The respondents were a group of active adults who fit the typical sportswear customer profile. The study revealed an opportunity for brands in this space to make a dent in the market, by simply providing a legitimate value and good experience to customers.

Net Promoter Score 69

Net Promoter Score Voice of Customer Brands Advertising 69

Second to None

JULY 5, 2018

Investing in a Customer Experience measurement program like mystery shopping is a significant albeit necessary cost to achieve success in the modern business landscape. Consumers now have more purchasing options than ever before, making it essential that your organizational leadership is equipped with high quality consumer data.

Voice of Customer 59

Voice of Customer Brands Consumers Document 59

Second to None

FEBRUARY 12, 2018

It means you are putting yourself further ahead of your competition and picking up market share. The second version of the gap focused on narrowing the distance between you and your customers. The closer you are to your customers, and the more you are meeting their needs, the narrower the gap is between you and your customer.

Brands 59

Brands Leadership Voice of Customer Customer Centricity 59

PeopleMetrics

DECEMBER 12, 2017

“Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right?”. While it may be true that at their core, both systems revolve around the key interactions a customer has with your brand, CRMs and CEMs serve distinctly different purposes and operate from two contrasting angles.

CEM 84

CEM Customer Relationship Management Customer Relationships Customer Experience Management 84

ReviewTrackers

MARCH 26, 2020

Customer feedback systems and software products are quickly becoming a must-have for organizations of all sizes and across all industries. And for good reason: if you’re hoping to deliver customer experiences that delight in ways that make a positive impact on the bottom line, you must be able to effectively manage customer feedback.

Feedback 81

Feedback Social Media Net Promoter Score Multi-Channel 81

Second to None

AUGUST 23, 2018

Leila is a freelance writer based out of Sydney, Australia with a passion for marketing and SMB improvement. Rebranding is a common business tactic used in today’s modern market in order to stay fresh and competitive. In fact, rebranding is usually a slow process because it’s a safer way to ensure that customers don’t get confused.

Brands 59

Brands Voice of Customer Consulting Sales 59

Second to None

SEPTEMBER 27, 2018

Once you have an established brand identity, customers have a baseline set of expectations that need to be matched at each store. In fact, close to three-quarters of respondents to a Target Marketing research study said that it was important, fairly important or very important to have a cohesive omnichannel experience.[1]

Retail 69

Retail Measurement Brands Omnichannel 69

Second to None

MARCH 30, 2018

Here are three fundamental tools for building a superior customer-service strategy. Think beyond marketing. I recently had a meeting with a marketing executive from an airline. I asked him how his marketing campaigns were going. But it’s their customers—their very pissed-off customers—who are doing the marketing for them.

Customer Experience 112

Customer Experience Airlines Brands Voice of Customer 112

Storyminers

MAY 21, 2020

That’s the view of managing principal of Storyminers and experience design expert, Mike Wittenstein. He recently caught up with CMO to discuss the ongoing challenges many marketing leaders and their brands are facing when coping with the rapid organisational change presented by digital disruption and next-generation customer engagement.

Culture 59

Culture Voice of Customer Fashion 2017 59

West Monroe

JANUARY 12, 2022

From our work with enterprise software leadership teams—including chief revenue, product, and strategy officers—we’ve identified two key practices that power high-performing teams and drive repeatable, superior growth. They needed to broaden their offerings to serve current customers in a more comprehensive way.

Innovation 52

Innovation Roadmap Feedback Metrics 52

ClearAction

DECEMBER 11, 2018

Marketing’s Role in the Customer Experience Journey Lynn Hunsaker. Is your Marketing department aligned with customer experience? The necessity and logic of doing this was highlighted in a recent presentation by Hootsuite’s Vice President of Customer, Kirsty Traill. It short-changes marketing’s impact.

Customer Experience 71

Customer Experience Customer Journey Mapping Customer Centricity Customer Journey 71

Second to None

JUNE 14, 2018

Word-of-mouth marketing is a massive tool that is utilized by the best brands in most industries, but how can you set up your Customer Experience to encourage a consistent stream of promoters? Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

NPS 66

NPS Brands Net Promoter Score Voice of Customer 66

Second to None

FEBRUARY 16, 2018

It only takes one random event, black swan or the sudden emergence of an unimagined competitor like Uber or AirBnB to change an entire market. You need to be scanning broadly and looking for changes in customer needs and the competition. How many companies invest time and money on customer research but then the data goes underutilized.

Healthcare 54

Healthcare Innovation Leadership Voice of Customer 54

Second to None

JUNE 7, 2018

There are two main types of interactions that need to be managed to curate a social media brand reputation that maintains a positive impact on your overall digital reputation. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Social Media 59

Social Media Voice of Customer Brands 2018 59

ChurnZero

NOVEMBER 24, 2020

Why is your Customer Success team underfunded, marginalized, and overlooked? Ineffective managing up. Having no line of sight for leadership (either providing the wrong information to leadership or delivering the right information the wrong way). Leadership communications. Experiencing learned helplessness.

Customer Success 59

Customer Success Leadership Net Promoter Score Culture 59

Amity

APRIL 25, 2016

Annette is a recognized Customer Experience thought leader who is passionate about helping build people-focused organizations. Director of Marketing - ServiceRocket. Deliver the World's Best Customer Experience. Market Strategy Manager - OpenView Venture Partners. GVP Customer Success - Oracle Marketing Cloud.

Customer Success 96

Customer Success Chief Customer Officer Consulting Blog 96

Second to None

APRIL 2, 2020

Brands that act in the interest of their employees, stakeholders and society at large will reinforce their expertise, leadership and trust and immeasurably strengthen the bond they have with consumers.” 65% of global participants from the entire 12-market study agree with that sentiment. In the U.S., The Case for Empathy.

2020 54

2020 Brands Government Consumers 54

Innovative CX

JULY 10, 2019

A leadership guide that could help improve your customer experience! But like so many other self-help approaches, I gradually lost my passion for them and moved onto other leadership development approaches and concepts. Applying Covey’s 7 habits can contribute to improving an organization’s customer experience.

Books 40

Books Leadership Voice of Customer Presentation 40