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Is Your Financial Services Brand Measuring Its Customer Experience?

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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. To truly separate your banking brand from the competition requires a customer-centric , omnichannel approach.

Do Your Employees Know What Customers Are Saying About Your Brand?

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Brand perception rests on a constantly changing spectrum. Understanding how consumers view your organizations plays a huge role in your employees’ ability to establish beneficial relationships with customers. While leadership and other team members may have an idea of how they hope your organization is registered by customers, without the right data, there could be a massive discrepancy between this hope and the reality.

Is Your Organization Earning The Right Kind Of Profit?

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The overarching goal of any brand is to encourage consistent profitability, but sometimes these profits do not tell the whole story. Not every dollar is earned equally, and if your platform is reliant upon the wrong stream of cashflow it could have permanently damaging effects.

20 Strategies to Improve Your Online Checkout Process

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The following article is a guest submission written by Laura Gayle. Laura is an experienced writer who currently works for Business Woman Guide. If you are interested in submitting a guest article to the Second To None blog, please send over your ideas to . You may have an attractive website, high-quality products, and great prices. Yet despite all your efforts, some shoppers will abandon their shopping carts without completing a purchase. In fact, more than just some.

Build a bot with the Genesys PureCloud platform and Amazon Lex

Take a front-row seat to hear how this contact center integration will upgrade your IT infrastructure. Learn how to practically apply Amazon Lex and machine learning to replace your legacy IVR and overcome common IVR problems.

Delightful CX Using 5 Useful Live Chat Features

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The following article is a guest submission written by Sam Makad. Sam is an experienced writer and marketing consultant. His expertise lies in marketing and advertising. He helps small & medium enterprises to grow their business and overall ROI. . If you are interested in submitting a guest article to the Second To None blog, please send over your ideas to . What makes live chat such an enthralling tool for customers?

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The Importance of Evaluator Quality in a Mystery Shopping Program

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If your organization is currently engaged in a mystery shopping program , how is the vendor you work with assuring you are collecting quality data ? Ultimately, the success of these programs relies on the integrity of the information collected, meaning that the individual evaluators could have a significant impact on the future direction of your brand.

Work With Organizations That Can Scale With Your Growing Brand

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Growing brands are in a unique position in the marketplace because they are occupying a space between two poles. There is not a large enough audience to warrant certain investments, but this potential success requires attention. In virtually every industry, your brand will be required to team up with third-party organizations to complete various aspects of your infrastructure.

Find a Vendor That Provides Insights On Top Of Data Collection

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Collecting data on a consistent basis is a key step of providing an excellent experience to your customers. However, this data will be rendered useless if there is not a streamlined system that allows your team members to easily access, analyze and act-on this information.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

Perfect These Three Things To Curate A Great Customer Experience

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Creating a great Customer Experience can serve as a huge differentiator between your brand and the rest of the competition, but it can be very challenging to establish this level of service. Ultimately, your organization needs to train employees to optimize each individual interaction, in order to churn out as many brand ambassadors as possible. Understanding the impact of optimizing the following three organizational aspects can serve as a great way to reach this level of performance.

Brand Reputation Monitoring And Its Role As An Organizational Differentiator

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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. Increased accessibility has changed the expectations of the average customer, and as a result brands have a whole new set of responsibilities that did not exist even ten years ago.

What Your Luxury Retail Brand Can Gain From Mystery Shopping

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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. Typically, due to the increased price point of dealing with a luxury brand, your team must handle inflated customer expectations, because even one sub-par interaction can quickly permeate and infect a vast pool of potential customers with a negative perception of your brand.

Use Customer Feedback To Support, Not Punish, Your Employees

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Information about your brand provided by customers can serve as a valuable resource for building a leading Customer Experience platform, and the way you utilize this data can have a major impact on the culture within your organization. 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.

Are You Getting Quality Data From Your Mystery Shop Program?

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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.

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Customer Experience Transformation in Telecoms

Transforming CX: Critical success factors mobile operators are looking for.

TTY Mystery Shopping: The Benefit Of MS For Hearing Impaired Individuals

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Regardless of the many differences that make up our society, brands need to strive to treat every individual interaction with a customer the same. Customers with hearing impairments deserve the same level of customer service as every other segment, and brands need to prove that they are willing to put forth an effort to provide this level of performance.

How To Implement A Mystery Shopping Program For A Franchise Model

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The ongoing battle between brick-and-mortar stores and online retail is now on more even ground than ever before. The traditional arguments for both sides relate to the convenience provided by online shopping, and the immediate service provided by employees within the in-store atmosphere. While it is certainly being pushed more to the side, brick-and-mortar retail still has immense value in the marketplace.

How To Best Utilize Content Marketing To Gain Consumer Loyalty

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The Importance of Content Marketing. Content marketing is frequently used to make certain the target audience sees exactly what they want. This helps ensure they share the content with others while gaining their loyalty to the brand. There are important guidelines for content marketing and the old views should be eliminated. Producing immediate sales from the content is important.

How To Create More Customers, Instead Of Consumers

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Engaged and satisfied customers can have a significant impact on any organization’s bottom line, because these two metrics are signs of a continuing customer relationship.

The Ten Commandments of Customer Service

This cheat sheet covers ten fundamentals of customer service to help your business excel.

Four Reasons Why Your B2B CX Strategy for 2018 Needs More Attention

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The following article is a guest post submitted by Junaid Ali Qureshi. He is a digital marketing specialist who has helped several businesses gain traffic, outperform competition and generate profitable leads. His current ventures include Progostech ,, Star, Progos Tech and eCig. . If you are interested in submitting a guest post to the Second To None blog, please reach out to with your idea.

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Third-Party Retail Case Study: Paint Products

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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. This is especially true for those brands that place their awesome products into big-box stores like Costco , Walmart or Home Depot.

Do Your Employees Know What Value Customers Are Looking For?

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All brands should invest a significant amount of time and energy to foster long-lasting relationships with consumers, and any resource that can assist in this process is valuable. Leaders in any industry are providing a unique value proposition to customers so that they stand out amongst the rest of their competition. In order to provide this specialized service, you must first identify the individual parameters that are desired by your target consumer base.

Why Growing Brands Should Implement Mystery Shopping Programs

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Fostering a consistently authentic Customer Experience is a challenge for brands of all different sizes. Typically, if your organization is able to accomplish this level of service, then it means you are trending closer towards more growth opportunities. However, as your brand expands to different locations across your region or country, it becomes increasingly challenging to retain the authenticity that led to past profits.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

The Powerful Impact of a Great Social Media Reputation

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Creating a lasting impression in the minds of your target customers can be a daunting task for brands across different industries. The ubiquitous nature of the internet has led to more competition for consumer attention than ever before, making it essential that your brand is crafting an intentional digital identity to use in tandem with your existing in-store reputation.

Third-Party Retail: The Value of Monitoring How Your Product Is Being Sold

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For many brands, the majority of their income is based around the ability to sell their product within another organization’s brick-and-mortar store. This is an extremely competitive field, because the third-party brands that stock these products are not going to do your brand any favors in terms of the shelving, displays and sales of your product, because they simply want ship out as many different products as possible.

Open Up Your Organization’s Communication Channels

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Creating a system that collects voice of customer feedback in perpetuity is essential to understanding your brand’s place in the minds of consumers. Consumers now have many different opportunities to express their voices to brands, and if your organization is not receptive to this feedback, it could result in disengaged customers, ultimately impacting your ability to confirm long-term relationships.

Has Your Brand Adopted The NPS Philosophy?

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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? 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. It is an effective approach because of the transparency and honesty involved in these recommendations.

How Does Customer Experience Impact Angry Customers?

Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones.

How To Create And Act On Employee Feedback Surveys

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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. Employees can help unlock answers to vital issues facing organizations in any industry, because they are the ones on the frontline experiencing how the strategies theorized by leadership are performing in reality.

Are You Working With An OmniChannel Expert?

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Customer relationships are the foundational building blocks of a high-performance organization. Brands that intentionally design their experience to ensure that each individual interaction ends positively are contributing to happy consumers, but also to a system that encourages overall growth. However, in the modern business climate, this responsibility has expanded more than ever before.

The Best Ways To Provide Customer Service Via Live Chat

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There is a massive opportunity for brands operating within digital channels to optimize the way they communicate with and provide service to consumers online. Instead of forcing customers to call your representatives or visit your brick-and-mortar location to get questions answered, create a live chat system that reduces the amount of effort a customer must exert to receive service.

Using a Database to Gain Customer Marketing Insights for Restaurant Chains

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The following article is a guest post submitted by POSbistro, an organization dedicated to helping restaurant improve the experience they provide via enhanced technology: If you are interested in submitting a guest post to the Second To None blog, please reach out to with your idea.

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Customer Experience Strategy: How to Measure the Immeasurable

Take a second to reflect on the brands you love. How do you go about creating an awesome customer experience strategy that works for your own customers?

What Is Brand Equity and How to Measure It?

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The following article is a guest post submitted by Emma Miller from Bizzmark blog. Emma is a digital marketer and blogger from Sydney. After getting a marketing degree she started working with Australian startups on business and marketing development. Emma writes for many relevant industry related online publications and does a job of an Executive Editor at Bizzmark blog and a guest lecturer at Melbourne University. .

Evaluate Individual Branches During Competitive Benchmarking

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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. One effective way to understand the performance of individual branches under your brand umbrella is to implement competitive benchmarking programs , because it can capture contextual information about branch performance.

Social Media Customer Service And Its Impact On The Bottom Line

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Customer expectations within the social media space are changing as the technology platforms become more integrated in society. Specifically, the ability to provide a high level of customer service can help improve the way that online consumers perceive your brand. People have a shorter attention span than ever before, and that is especially true online, so your social media customer service team needs to be able to respond quickly and appropriately to social media interactions.

How to Establish a Customer Journey Through Email Marketing for Your Ecommerce Brand

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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 with your idea. Email marketing remains one of the most effective ways to establish customer relationships and boost ecommerce sales.

7 Steps to Elevate Your Customers' Experience

Learn how to walk through your customer's journey in order to improve their satisfaction and engagement