Second to None

FEBRUARY 19, 2019

Over the last few years, the grocery industry has been disrupted by the implementation of digital services that allow customers to do their weekly shopping without ever leaving their house. 1] Customer insights from PYMNTS.com show that only 2.6% 1] Customer insights from PYMNTS.com show that only 2.6% Far from it.

Industry 48

Industry Brands Rewards Programs Loyalty 48

Lumoa

JANUARY 9, 2018

There is no doubt that across most industries, the end-to-end CX has improved over the last twenty years. Much of the improvement has been driven by advancements in product innovation and digital technology. In 2018, all brands across all industries are going to have to work hard to restore trust with the everyday consumer.

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

Thematic

DECEMBER 9, 2019

Here is proof from Google trends showing the growing popularity of the search term “digital transformation”: There are some great examples of digital transformation already happening in industries that aren’t typically digital-first. The intuitive answer is no, since their industry is hospitality / travel. Contracts and payments.

Feedback 126

Feedback Travel Voice of Customer Hospitality 126

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? How to overcome those challenges?

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Second to None

AUGUST 9, 2018

One recent example happened in the telecommunications industry. 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.

Net Promoter Score 63

Net Promoter Score Telecommunications Voice of Customer NPS 63

CX Accelerator

OCTOBER 9, 2018

When we consider today’s customer, and the methods by which they exercise their voice, we can do so much more. Survey programs across all industries are struggling to obtain both the quantity and quality of data required to make intelligent decisions. Does this mean that customers are providing less feedback to organizations?

Customer Journeys 160

Customer Journeys Social Media Survey Exercises 160

Second to None

SEPTEMBER 25, 2018

As a society, there are now elevated expectations for brands that we spend our money on due to the proliferate expansion of available options across industries. We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights.

Consumers 109

Consumers Brands Social Media Voice of Customer 109

West Monroe

JANUARY 12, 2022

This puts significant pressure on product teams to continually innovate and iterate products and services to deliver a compelling customer experience that drives new revenue. This company competes in a crowded industry, with both established and start-up players. Do we have the right skills aligned with each strategy?

Software 52

Software How To Innovation Roadmap 52

ClearAction

APRIL 18, 2020

Accordingly, mature customer experience management can reduce business risk. As described throughout this series on CEO’s Guide to Growth through Customer-Centered Management , customer experience is customers’ realities compared to their expectations. This is the source of customer experience annuities.

Customer Experience 62

Customer Experience Net Promoter Score Innovation Customer Centricity 62

Second to None

FEBRUARY 6, 2019

Defining a way for CX employees to contribute their input will create an environment that promotes innovation and progress. You have to know what the customer wants before you can give it to them. There is no simple formula for innovative success. This hinders effective communication and weakens the potential for progress.

Customer Experience 67

Customer Experience Voice of Customer Innovation Course 67

Second to None

FEBRUARY 4, 2020

The difference between an actively engaged employee and someone just waiting for their shift to be over is obvious to every customer. The key for any individual organization is to not only follow industry trends and standards for providing a great working atmosphere, but to also hear directly from the voice of their employees.

Customer Satisfaction 74

Customer Satisfaction Leadership Touchpoint Customer Centricity 74

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

FEBRUARY 4, 2020

A mystery shopping program also makes location and regional managers more efficient, because they have the shoppers’ eyes and ears monitoring what is happening at stores, they don’t need to spend as much time monitoring personnel. INDUSTRY COMPLIANCE: The third major theme of any effective mystery shopping program is a compliance audit.

Healthcare 75

Healthcare Brands Training Customer Centricity 75

SurveySparrow

JUNE 20, 2023

Having alternatives allows you to choose the tool that best fits your needs Competition among survey tools drives innovation Pricing is crucial Top 10 SoGoSurvey Alternatives 1. SurveySparrow It is an innovative feedback tool designed to enhance the survey experience for both businesses and respondents.

Omni-Channel 52

Omni-Channel Multi-Channel Survey Feedback 52

Second to None

FEBRUARY 16, 2018

As it continues its move towards becoming a global business hegemony, Amazon is providing value to more than just its customers. Recently, the powerhouse brand announced a new effort to improve the way they provide their employees with healthcare, sending shockwaves throughout the healthcare industry. Experiment together.

Healthcare 54

Healthcare Leadership Innovation Voice of Customer 54

Second to None

FEBRUARY 4, 2020

By cutting out the wholesaler middle-man, brands are setting themselves up to better understand what their customers are looking for within the sales interaction, therefore helping to establish better and longer customer relationships. Another industry that is utilizing direct communication with customers is hospitality.

Consumers 67

Consumers Strategy How To Hospitality 67

Second to None

AUGUST 16, 2018

Creating an excellent Customer Experience has become a major differentiator across most industries, but is especially impactful in the financial services space. Nowadays, creating a great experience requires more than training employees to provide exceptional customer service.

Financial 59

Financial Measurement Brands Self Service 59

Second to None

MAY 31, 2018

Brands should strive to be as receptive to customer feedback as possible, collecting a trove of information that can then be converted into tangible changes to the way your team interacts with consumers. This feedback can be acquired in several different fashions, including voice of customer survey and mystery shopping programs.

Feedback 70

Feedback Net Promoter Score Voice of Customer Leadership 70

Second to None

MARCH 22, 2018

One of the most successful retail brick-and-mortar methods is the franchise model, because it allows customers across vast geographic maps to experience your brand and ideally become an ambassador. Our solutions are developed on the basis of solid research and statistical science.

How To 81

How To Retail Leadership Guidelines 81

Second to None

JULY 10, 2018

In virtually every industry, your brand will be required to team up with third-party organizations to complete various aspects of your infrastructure. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. 1] [link].

Brands 63

Brands Competitive Advantage Voice of Customer Financial 63

Second to None

JULY 12, 2018

In the past two decades, the Net Promoter Score metric has served as a data point for these consumer recommendations , allowing your brand to easily understand its performance compared to industry competitors. Specifically, we asked customers to rate servers friendliness, professionalism and knowledgeable.

Consumers 54

Consumers Customer Experience Net Promoter Score NPS 54

SurveySparrow

JULY 17, 2023

That’s where the power of AI comes into play, offering a game-changing solution to analyze customer feedback more effectively. Artificial Intelligence (AI) has revolutionized various industries, and customer feedback analysis is no exception. Please enter a valid Email ID.

Analysis 52

Analysis Feedback Social Media Chatbots 52

Second to None

SEPTEMBER 27, 2018

As these organizations widen their geographic reach, there can be a dip in customer service and satisfaction levels. 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.

Retail 69

Retail Measurement Brands Omni-Channel 69

Second to None

OCTOBER 9, 2018

This is especially true for retail brands because eCommerce availability has become omnipresent in the industry. We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights.

Abandon Rate 67

Abandon Rate Online Experience Ecommerce Customer Centricity 67

Second to None

APRIL 3, 2018

Transitioning your emerging brand into an organization with staying power in an industry with such high turnover rates requires consistently measuring the customer perception of the overall experience you provide, as a tool to understand and act on these evolving preferences. 1] [link]. [2] 2] [link]. [3]

Brands 63

Brands Consumers Rewards Programs Loyalty 63

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

Second to None

OCTOBER 23, 2018

With the onslaught of fast-casual, point-and-pick pizza chains like Blaze Pizza and MOD Pizza disrupting the homeostasis of the industry, it is important that your pizza brand is observing and responding to these evolving consumer expectations. The first step to achieving success in this segment is offering a great product.

Brands 74

Brands Measurement Customer Centricity Poor Customer Service 74

Second to None

AUGUST 26, 2019

Your CX team may deploy the most meticulous measurement methods in your industry, but unless the measurements tie back to relative business goals, their strengths are diminished. 3] Simply because your measurements reveal a positive trend does not mean your customers feel the same. . Failure to Innovate and Not Designed for Change.

Strategy 72

Strategy Chatbots Innovation Metrics 72

Second to None

JULY 3, 2018

Creating a product that excels in comparison to your competitors is an obvious goal for brands in any industry, but sometimes establishing customer relationships requires more than a great product. One industry in which understanding how third-party brands present your product is essential to success is the retail paint industry.

Case Study 54

Case Study Retail Study Comparison 54

CSM Magazine

DECEMBER 14, 2017

Allianz Global Assistance USA has been named a winner in the sixth annual Customer Experience Excellence Awards. The annual awards program, managed by Temkin Group, recognizes companies that are being innovative in their efforts to become more customer-centric.

Customer Experience 40

Customer Experience Social Media Voice of Customer Groups 40

Second to None

FEBRUARY 22, 2018

Organizations that have managed to open up branches across the country are constantly trying to measure, understand and improve the performance of each individual location to ensure they match brand standards. However, a broad benchmarking program may miss out on certain instances that are only impacting individual branches.

Voice of Customer 72

Voice of Customer Brands Analytics Leadership 72

Second to None

MARCH 20, 2019

As the world becomes more digitized, the internet’s influence continues to infiltrate all industries. A slew of unaddressed negative reviews can result in major financial loss, making the tedious task of online reputation management (ORM) a necessary process in the success of your business. Taking the Right Approach.

Social Media 86

Social Media Brands Customer Centricity Voice of Customer 86

Second to None

FEBRUARY 8, 2018

In the past, to have a leading Customer Experience platform in the fast-casual restaurant industry, employees needed to be able to deliver your brand message via great service in every individual interaction. Ultimately, creating an excellent omnichannel experience is a difficult but rewarding task for brands in any industry.

Omni-Channel 63

Omni-Channel Customer Experience Voice of Customer Social Media 63

Second to None

SEPTEMBER 21, 2018

Conduct research programs like mystery shopping and competitive benchmarkin g programs to capture a better understanding of these evolving consumer expectations in the retail industry. In the retail industry, there are a few major changes that are drastically impacting the industry landscape.

Retail 54

Retail Consumers Brands Trends 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. It is common for vendors to offer programs like mystery shopping or voice of customer survey collection at a relatively low rate, but like in any industry, you get what you pay for.

Data 54

Data Voice of Customer Analytics Brands 54

Second to None

MARCH 8, 2018

Finding ways to influence higher levels of convenience for customers is a must within the fast-casual restaurant industry. Reducing customer effor t is one of the foundational philosophies of any successful Customer Experience initiative, however, these efforts need to remain in tandem with your brand’s unique identity.

Customer Satisfaction 67

Customer Satisfaction Voice of Customer Brands System 67

Second to None

APRIL 5, 2018

Creating a Customer Experience that encourages consistent satisfaction within every channel is the ultimate challenge of brands in any industry. The common perception is that all customers prefer online shopping over having to enter brick-and-mortar locations, but in reality, that is not always the case.

Ecommerce 59

Ecommerce Retail Self Service Omni-Channel 59