Lumoa

OCTOBER 31, 2018

It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. We asked 15 experts these three questions to figure out what direction industry is taking: How do you see the future of customer experience? Three words: voice of customer.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

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. Whether customers are reaching your brand via on-site , online or on-the-phone , your brand needs to remain adaptable and open to feedback. 1] [link]. [2]

Communication 86

Communication Voice of Customer Call Center Ecommerce 86

Second to None

AUGUST 30, 2018

Customer loyalty is a term that’s thrown around a lot, but what about employee loyalty? It’s easy to forget the important role your employees play in enhancing sales and attracting new customers, but when you nurture loyalty in the people that work for you, you’ll start to see some incredible benefits for everyone involved.

Social Media 94

Social Media Loyalty Advertising Feedback 94

Second to None

FEBRUARY 4, 2020

“More than half (51 percent) of grocery sales are digitally-influenced, according to a new survey report from Deloitte, “ The Grocery Digital Divide: How Consumer Products Companies Can Deliver on the New Digital Imperative.”. consumer products leader. What grocery consumers want: convenience, curation and integration.

Customer Journeys 48

Customer Journeys Retail Apparel Consumers 48

Second to None

APRIL 26, 2019

The same concept is true for the Service Recovery Paradox (SRP), a phenomenon that refers to the scenario in which a customer’s loyalty is increased after a company corrects a mistake, more so than had the mistake never occurred. According to a study by Magnini, these are incidents that do not lead to increased loyalty. [2]

Loyalty 81

Loyalty B2C Brands Study 81

Second to None

FEBRUARY 22, 2019

While the illusiveness of emotions can avert businesses from recognizing their significance, learning how to interpret and apply customers’ emotions towards improving your services will greatly improve your CX and increase loyalty. 2] They identify five layers of emotional context that affect the customer’s experience. (1)

Customer Experience 54

Customer Experience Voice of Customer Exercises Loyalty 54

Second to None

APRIL 26, 2019

The same concept is true for the Service Recovery Paradox (SRP), a phenomenon that refers to the scenario in which a customer’s loyalty is increased after a company corrects a mistake, more so than had the mistake never occurred. According to a study by Magnini, these are incidents that do not lead to increased loyalty. [2]

Loyalty 76

Loyalty B2C Brands Study 76

Second to None

AUGUST 9, 2018

Brands that acted solely on the data provided by these bad profits were not paying attention to what customers were saying. Once a new concept like chord-cutting entered the market, consumers quickly jumped ship. Because profit levels maintained, many brands did not care that their consumer satisfaction scores were dropping.

Net Promoter Score 63

Net Promoter Score Telecommunications Voice of Customer NPS 63

Second to None

FEBRUARY 8, 2018

If your brand is not already monitoring customer reviews on popular websites like Yelp and other social media, then it is at risk of losing out on a huge population of potential customers. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Omni-Channel 63

Omni-Channel Customer Experience Voice of Customer Social Media 63

Second to None

APRIL 2, 2020

Do Consumers Trust Your Brand? 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.” Four Traits Consumers Look For in Brands During Crisis 1. In the U.S.,

Brands 54

Brands Study Government Survey 54

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.

Industry 73

Industry Brands Rewards Programs Loyalty 73

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

MAY 9, 2019

Though over the years, customers have grown to be skeptical towards the collection of consumer data. 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] 1,3] [link]. [2][link]. 2][link]. [4]

Data 86

Data Social Media Study Consumers 86

Second to None

OCTOBER 9, 2018

Establishing an excellent brand experience in the modern age is impossible without providing enhanced value to consumers that visit your online channels. However, simply having the option of buying your product online is not enough based on current consumer expectations. It is impossible to eliminate cart abandonment completely.

Abandon Rate 67

Abandon Rate Online Experience Ecommerce Customer Centricity 67

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 Strategy Customer Journeys Voice of Customer 63

Beyond Philosophy

AUGUST 15, 2019

Peppers says there are two different types of data that feed your metrics: Voice of Customer (VOC) Data: Peppers calls these metrics interactive data, meaning your customer interacts with you through a poll. Some examples are Net Promoter Score ® (NPS) or Customer Satisfaction surveys. The Types of Data for Your Metrics.

Measurement 125

Measurement Net Promoter Score NPS Effort Score 125

Second to None

JUNE 12, 2018

Emerging national brands have even more of a responsibility to collect this data because they are still in the process of establishing trust with their consumer base. In fact, companies that utilize data as a tool to increase the personalization within their customer touchpoints experience a 6%-10% increase in revenue.[3] 1,2,3 [link].

Brands 72

Brands Leadership Voice of Customer Omni-Channel 72

Second to None

SEPTEMBER 13, 2018

1] Amazon provides its customers with unprecedented convenience, product selection, all matched with above-average customer service and a beloved Prime loyalty program. There is a common perception that as consumers become more married to these evolving digital channels, brick-and-mortar stores will soon be obsolete.

Retail 54

Retail Brands Fashion Voice of Customer 54

Second to None

SEPTEMBER 7, 2018

Whether it is happening at the point-of-sale, within social media , on the sales floor or any other channel, ultimately it is the individual people that are responsible for translating your brand message to consumers at large. First impressions play a huge role in any relationship and that is especially true for brands and consumers.

Brands 63

Brands Social Media Retail Voice of Customer 63

Second to None

FEBRUARY 20, 2018

By tailoring your services to provide this level of value, you are positioning your brand to both endear itself to customers for the long-term and contributing to a winning platform in the present. One industry that is especially competitive, and has high rates of customer loyalty, is sportswear.

Industry 69

Industry Net Promoter Score How To Ecommerce 69

Second to None

APRIL 9, 2018

But the biggest goal of the united team is to drive more customer loyalty by blending in-store and online loyalty perks, making better product recommendations based on what was browsed in both settings and sending smarter offers to the right customers at the right time. “My

Brands 54

Brands Retail Loyalty Fashion 54

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.

Omni-Channel 76

Omni-Channel Customer Centricity Brands Strategy 76

Second to None

MARCH 22, 2019

Whereas Gen Zers’ loyalty to brands has dropped compared to Millennials with only 30 percent favoring loyalty programs (compared to 45 percent for Millennials), their trust in influencers has grown tremendously. [5] 5] Influencer Marketing has quickly become the most effective tactic to reach the younger demographic.

Connections 63

Connections Brands Social Media Voice of Customer 63

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. 1] Your website and eCommerce store needs to have the capability to offer product insights, customer support, purchasing options and any other service request. 1,2,3 [link].

Customer Engagement 67

Customer Engagement Engagement Ecommerce Retail 67

Second to None

SEPTEMBER 11, 2018

More channels in which interactions with consumers takes place means there are more opportunities to convert a consumer into a customer. Develop a digital identity that contributes to your overall brand experience by providing a unique value and reducing as much customer effort as possible. 1,2 [link]. 1,2 [link].

Retail 59

Retail Brands Omni-Channel Touchpoint 59

Second to None

SEPTEMBER 18, 2018

To create an effective overall brand experience employees must strive to reduce consumer effort within every individual touchpoint. One pillar of the brand experience that is especially influenced by employee engagement is customer support, especially within your organizational call-center.

Call Center 48

Call Center Effort Score Net Promoter Score Voice of Customer 48

Second to None

JULY 25, 2019

With new technologies and consumer trends, the concept of customer effort has evolved tremendously over the years. In the current day, customers cannot be bothered to exert any unnecessary energy, and why should they? In the current day, customers cannot be bothered to exert any unnecessary energy, and why should they?

Innovation 80

Innovation Effort Score Travel Transportation 80

Second to None

FEBRUARY 4, 2020

The new-delivery model connects customers with restaurants in a similar fashion, but on top of that they also take care of the delivery process, opening the amount and genres of restaurants available to consumers. This model earns its revenue from both restaurants and customers. 1,2,3,4,5 [link]. 1,2,3,4,5 [link].

Customer Experience 48

Customer Experience Fashion Wait Times Customer Centricity 48

Storyminers

JULY 29, 2016

In today’s competitive marketplace, consumers have an increasing amount of choices- and they aren’t afraid to try them. There always seems to be a new product, service, or experience within reach of a brand’s current customer. And as we all know, replacing an existing customer costs 7 times more than retaining them. Shep Hyken.

B2C 124

B2C Customer Retention Strategy Brands 124

Second to None

OCTOBER 5, 2018

There is a constantly shifting spectrum of consumer desires and expectations and if your team is not learning and adjusting to these trends customers will quickly move on to a brand that piques these evolving interests. In practice, these live chat representatives can help customers in a variety of different ways. 1] [link]. [2]

Chatbots 59

Chatbots Ecommerce Voice of Customer Retail 59

Second to None

JUNE 14, 2018

Whether it takes place in-person , online or over the phone , consumer recommendations have been proven to be one of the strongest methods of convincing new customers to try out your brand. Creating a customer journey that encourages high levels of word-of-mouth recommendations is better known as the Net Promoter Score philosophy.

NPS 66

NPS Brands Net Promoter Score Effort Score 66

Second to None

OCTOBER 23, 2018

1] Beyond a great tasting pie, price, convenience and sheer-availability are the major factors that push consumers towards these restaurants. 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.

Brands 74

Brands Measurement Customer Centricity Poor Customer Service 74

Second to None

APRIL 4, 2018

Creating loyalty amongst your target customers serves a challenge for brands in any industry, and ultimately, those organizations that do inspire customers to return to their brand are positioning themselves for continued success. The post How To Consistently Create Loyal Customers appeared first on Second To None.

How To 54

How To Retail Effort Score Voice of Customer 54

Second to None

AUGUST 16, 2018

One aspect of the financial services Customer Experience that has evolved is the necessity of providing a great digital banking experience. It has now become commonplace for consumers to complete almost all the necessary interactions with your brand without even speaking to or seeing one of your employees. 1] [link]. [2] 2] [link].

Financial 59

Financial Measurement Brands Self Service 59

Second to None

JUNE 26, 2018

Luxury retail is a space dominated by brands with consistently great reputations, because trust serves a foundational pillar in the relationships formed between consumers and brands. 1] The data that is collected, filtered and analyzed in a mystery shopping initiative can help your team build towards this level of trust with consumers.

Retail 63

Retail Brands Omni-Channel Fashion 63

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. Thus, implementing measurement programs as a tool to capture this customer feedback data has become an integral aspect of any Customer Experience platform.

Brands 59

Brands Customer Centricity Fashion Voice of Customer 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. Our solutions are developed on the basis of solid research and statistical science.

Measurement 59

Measurement Voice of Customer Customer Centricity Analytics 59