Customer Bliss

JULY 13, 2018

Over the past two years, the CX leaders and CCOs that I’ve spoken with have shared great actionable advice and tactics to help you transform the culture of your organization to be customer-driven. In this episode, you’ll hear from two brilliant leaders who’ve led CX work in the telecommunications industry.

Telecommunications 141

Telecommunications Industry Effort Score Chief Customer Officer 141

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 Industry Hospitality Management 110

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

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

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. So, what does it mean? Outline: 1.

Voice of Customer 62

Voice of Customer B2B Leadership Effort Score 62

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. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

How To 81

How To Retail Leadership Guidelines 81

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 Consulting 78

Lumoa

JANUARY 9, 2018

There is no doubt that across most industries, the end-to-end CX has improved over the last twenty years. 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. Three words: voice of customer.

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

ChurnZero

OCTOBER 28, 2022

The results of the 2022 Customer Success Leadership Study, based on the perspectives and insights of more than 1,000 Customer Success leaders, are in. The good news is Customer Success teams are growing both in size and budget. We spent a lot of time building up the one-on-one Customer Success model here.

Customer Success 52

Customer Success Chief Customer Officer Leadership Study 52

Second to None

FEBRUARY 4, 2020

Even if an employee is following all the basic rules outlined by management, if they are not noticeably engaged during interactions with customers , there will be an apparent disconnect between the brand identity pictured by leadership and the reality on the frontlines. Employee satisfaction is often difficult to measure.

Customer Satisfaction 74

Customer Satisfaction Leadership Touchpoint Customer Centricity 74

GetFeedback

MAY 9, 2019

Our industry had done a fairly poor job explaining this new space. What is customer experience? There are four pillars that serve as the stabilizing foundation of any customer experience program: . Purposeful leadership: Leaders within a company need to be aligned on the importance of CX and must agree on the proposed strategy.

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

Thematic

JANUARY 2, 2019

When they see those fundamental service principles in their leaders, they will emulate it amongst one another and customers. Leadership must be committed to improving and should regularly attend training, seminars and conferences. He’s led or consulted contact centers of various sizes across numerous industries.

Engagement 98

Engagement Customer Experience Contact Center Policies 98

ECXO

MARCH 21, 2023

This ‘’culture’’ ensures that every employee in the organisation is committed to delivering the best possible experience for the customer. The pillars of a customer experience culture are: Customer-focused leadership: The leadership of the organisation sets the tone for customer experience culture.

B2B 98

B2B Customer Experience Roadmap Culture 98

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

MARCH 15, 2018

While brands are always attempting to capture an accurate understanding of how customers perceive their products and services , some of the most relevant data for improvement can be collected via internal survey programs. While simply listening to the voice of your employee can help inspire employees to be 4.6

Feedback 72

Feedback Survey Net Promoter Score How To 72

Second to None

APRIL 17, 2018

brands that complete this style of service need to make sure that their associates are maintaining the customer experience laid out by brand leadership. Brands that operate using these in-home associates need to provide excellent service because it is an industry based on trust.

Measurement 59

Measurement Customer Service Leadership Ecommerce 59

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

SEPTEMBER 5, 2018

Interactions with customers are an inevitability for all brands, but the way that these interactions occur varies greatly across different industries. It is important that your leadership team is expertly aware of how employees are performing within these individual instances.

Retail 59

Retail Brands Guidelines Leadership 59

Second to None

AUGUST 21, 2018

Regardless of the what kind of expansion your team is engaging in, it is important that organizational leadership is ensuring that these extensions retain your desired brand identity. There are a few common approaches to measuring the effectiveness of a new program, but the most important aspect to consider is customer satisfaction.

Measurement 54

Measurement Net Promoter Score Customer Centricity Leadership 54

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 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

Alida

SEPTEMBER 14, 2018

Scott opened the annual event by inspiring the people in the room to use their expertise in customer intelligence to provide more value to their organizations. Disruption is the name of the game in the Fourth Industrial Revolution. Industries are being disrupted faster than ever before. The dizzying pace of business.

Entertainment 133

Entertainment Customer relationships Retail Leadership 133

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

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. Hold an open house.

Healthcare 54

Healthcare Leadership Innovation Voice of Customer 54

Second to None

FEBRUARY 4, 2020

This gives regional leadership more time to focus on mentoring and training employees. Monitoring improvement over time is then key to determining which training efforts are providing the greatest impact, and where additional training is needed for the brand to consistently provide the Customer Experience expected to meet its brand promise.

Healthcare 75

Healthcare Brands Training Customer Centricity 75

Second to None

FEBRUARY 12, 2018

Crafting a leading customer service strategy can serve as a differentiator for brands in any industry, because it is this kind of value that truly sticks out to customers in this age of indulgence. In a truly customer-focused organization, you might even see the gap reversed. Have leadership mystery shop your company.

Brands 59

Brands Leadership Voice of Customer Survey 59

Second to None

APRIL 10, 2018

For large-scale, national or regional brands, it is important that leadership has actionable information about the way that employees are interacting with customers within individual locations. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Healthcare 54

Healthcare Leadership Ecommerce Guidelines 54

OpinionLab

DECEMBER 17, 2018

OpinionLab’s fundamental value proposition was to quickly diagnose and resolve CX issues on websites by combining Voice of Customer with operational data that made that VoC actionable. A couple years later, a new player emerged in the digital feedback space that sought to extract value from digital Voice of Customer a bit differently.

Competitive Advantage 95

Competitive Advantage Ecommerce Voice of Customer Social Media 95

Second to None

AUGUST 23, 2018

Industry leaders spend a lot of time, money, and managerial bandwidth to make sure that their brand is well received and well recognized. Read below to learn aboutseveral factors worth consideringcarefully when leadership decides it isan appropriate time to rebrand your company. New Demographic. Shifting Market.

Brands 59

Brands How To Voice of Customer Consulting 59

SuiteCX

OCTOBER 22, 2015

While research has proven that a focus on improving customer experience directly impacts the bottom line, achieving the organizational and cultural change required to become fully customer-centric is not an easy process. It is critical to get all key departments aligned on your customer experience strategy.

Customer Journeys 100

Customer Journeys Company Customer Centricity Exercises 100

Second to None

FEBRUARY 22, 2018

Once this information is collected, brand leadership can use this same analytic approach to pin down what is contributing to these successes and pitfalls. After establishing consistent self-assessment programs, the lens can then point outwards, to further understand every factor that is contributing to success or failure across the industry.

Voice of Customer 72

Voice of Customer Brands Analytics Leadership 72

Second to None

AUGUST 2, 2018

Every brand, across most industries, is trying to simultaneously capture and avoid viral moments on a daily basis. From unclean environments to terrible examples of customer service, these moments can have a permanent and poisonous impact on the perception that consumers have of your organization.

Brands 59

Brands Airlines Social Media Voice of Customer 59

Second to None

APRIL 19, 2018

In fact, in the next two years, it is estimated that 85% of a customer’s interactions with a brand will occur without any other humans.[1]Thus, Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. 1,2 [link].

Customer Experience 54

Customer Experience Omni-Channel Ecommerce Voice of Customer 54

ChurnZero

NOVEMBER 24, 2020

Why is your Customer Success team underfunded, marginalized, and overlooked? Having no line of sight for leadership (either providing the wrong information to leadership or delivering the right information the wrong way). Did you know [percent] of our customers reached Time to Value (TTV) within [number of days]?

Customer Success 59

Customer Success Leadership Net Promoter Score Culture 59

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 Effort Score 66

Second to None

JUNE 7, 2018

Creating a lasting impression in the minds of your target customers can be a daunting task for brands across different industries. 2] This staggering statistic should be enough to convince leadership in your organization that investing in reaching customers via social media is a surefire way to connect with a massive population.

Social Media 59

Social Media Voice of Customer Brands Advertising 59

Innovative CX

DECEMBER 12, 2019

This book is primarily about leadership and “what the world’s greatest managers do differently”. The first is a section entitled, Rule of Thumb #4: “There are no steps leading to customer satisfaction”. They cannot drive customer satisfaction. Availability – being accessible to your customers!

Customer Journeys 52

Customer Journeys Leadership Customer Satisfaction Study 52