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Emotion as a Driver of Customer Loyalty

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Human emotion is complex and multi-layered, which makes clearly outlining its role in the customer experience tricky at times. Yet, its importance persists.

Considering Regional Differences When Forming B2B Relationships: The Midwest

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We are not looking to toot our own horn, if you will, but we were recently inspired to explore the regional differences across the U.S.

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Innovation in Customer Effort

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With new technologies and consumer trends, the concept of customer effort has evolved tremendously over the years. It is almost hard to believe that this is the same reality in which people used to look businesses up in the handy-dandy yellow pages.

Retain Consumer Trust By Keeping Your Brand Promises

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Any brand that hopes to connect with consumers is must reckon with the powerful nature of public scrutiny in the digital age. 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. Consumer trust is a lucrative yet brittle aspect of any brand’s customer experience platform and the viral potential of negative public relations can instantly tarnish the public’s perception of your organization.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Collecting Customer Data While Maintaining Trust: The Personalization Privacy Paradox

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In the customer experience domain, the way to the customer’s heart is through their personal information. It sounds somewhat questionable. The fact is, customers’ information allows for companies to create a more personalized , low-effort customer experience that ultimately leads to higher satisfaction. Though over the years, customers have grown to be skeptical towards the collection of consumer data.

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How to Measure the ROI of CX

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In a previous blog , we looked at evidence that points to a strong correlation between customer experience and return on investment. Indeed, understanding this correlation between the two is very important, yet it leads to a new question: How does one actually calculate the ROI of CX? In order to get the stamp of approval for your CX investment, you will most likely be asked to illustrate the expected return; fair.

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The Evolution of the B2C Relationship

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We are always talking about how CX is a continuously changing practice that shifts to align with the current customer expectations and cultural norms. Yet we seldom discuss past iterations of CX that are no longer relevant to the market. While anticipation is key, reflecting on the history of CX can help to identify the factors that contributed towards changes in the past, and, in-turn help companies to become more equipped to both anticipate and cope with future changes. .

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Why You Need to Pay Attention to Your Online Reputation

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As the world becomes more digitized, the internet’s influence continues to infiltrate all industries. With the proliferation of digital social platforms, there is a perpetual need to monitor the conversation around your company online. 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.

Creating a Valuable Survey: Mistakes to Avoid

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Surveys are an efficient and low-cost method for collecting large samples of consumer data. Though creating a survey may appear to be pretty straightforward, there are countless aspects of the design process that can affect the validity of your results. The overarching goal of a survey is to collect useful data that allows one to draw conclusions, leading towards a better understanding of the customer. If your survey is faulty, your data will also be faulty.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Daily Solutions for Creating a Culture of Engagement

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Company culture is a fluid concept from top to bottom. Culture is outlined by leadership, executed by management and embraced by employees. It may be easy for C-level leaders to place the responsibility of cultivating a culture of engagement in the hands of management while they turn their attention towards high-level business affairs. Yet, mangers’ actions reflect the expectations of leaders. When leaders emphasize work culture, it becomes a priority for managers.

The Service Recovery Paradox: How Far Can It Go?

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Elderly couples are always telling younger couples that successful relationships require the ability to navigate and overcome obstacles as a team, ultimately bringing the couple closer together and making them stronger. The way in which someone handles conflict can reveal a lot about that person.

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Three Types of CS Representatives That Drive Customers Away

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Excellent customer service is a foundational component of a great customer experience. In customer service, there is a right way to do things—and a wrong way. Your customer service team is the front-line, directly interacting with consumers. Their role is highly influential over your brand’s reputation and customer loyalty. Take the time to ensure that your customer service team is well-trained and prepared to act as the face of your company.

Personalizing the Mobile Customer Experience

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Our mobile devices are so heavily ingrained into our everyday lives, they might as well be sewn directly into our hands—upgrades might be a difficult maneuver, but surely there is a way around it. Joking aside, mobile engagement is at an all-time high, which in-turn has changed the way customers think and behave. Over the years mobile practices have shifted customer interactions from face to face to screen to screen.

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Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

The Service Recovery Paradox: How Far Can It Go?

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Elderly couples are always telling younger couples that successful relationships require the ability to navigate and overcome obstacles as a team, ultimately bringing the couple closer together and making them stronger. The way in which someone handles conflict can reveal a lot about that person.

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How Does Influencer Marketing Tie Into Customer Experience?

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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. In an effort to reach customers in a way that resonates with the current standards, influencer marketing came into existence.

Digging Deeper into Net Promoter Score

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Since its introduction by Fred Reichheld, Net Promoter Score (NPS) has initiated a discussion of its effectiveness in overall growth. NPS is a metric that is used to measure customer loyalty and satisfaction. Numerous organizations have adopted it over the course of the past two decades. The metric is derived from the question of “how likely, on a scale of 1-10, are you to recommend this brand to others?” ” A Promoter is a customer who responds with a nine or a ten.

Connecting Your Brand with the New Generation

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They are lazy. They avoid face-to-face interaction. They will not stop arguing over who is considered a ‘true 90’s kid’. Millennials have been under society’s microscope for the last decade; a punching-bag for Baby Boomers, a restructuring force for marketers. But Millennials are being overtaken by the new cohort in town. Gen Zers, those born roughly from 1995-2010, are beginning to trickle into the workforce and become routine contributors in the economy.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

The Top Customer Experience KPIs that you Should Know

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Key Performance Indicators (KPIs) allow for a company to visualize and track their progress towards key business objectives. In the customer experience domain, KPIs provide insight based on consumer data. Collecting tangible consumer statistics aides CX teams in building stronger programs based on customer needs. Additionally, these metrics let companies track their progress against their competitors’. So, what are the most popular customer experience KPIs across the board?

Winning Over Customers’ Hearts With Relevancy

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In a recent article , Abhi Yadav, CEO and Co-Founder of customer analytics platform company, Zylotech, shared his hot tip on acquiring and retaining customers: relevancy. Yadav highlights data from a 2018 Accenture study that found that more people are making purchases based upon a brand’s relevancy. [1] 1] Relevancy exists when a customer connects with a brand or product on an emotional level, perceiving it as conducive to their their personal values and current lifestyle.

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Strengthening Brand Experience in the Grocery Industry

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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. Does this mean that the in-store experience is dying? Far from it. Despite the rise of alternative shopping methods, brick and mortar stores continue to own most of the traffic in the industry with over 90% of customers still shopping for groceries in person. [1]

How to Optimize your eCommerce Store Customer Experience for the Mobile-First Index

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The following article is a guest submission written by Charlie Carpenter. Charlie is the co-founder and CEO of Kite. He is a mobile advocate with over ten years of industry experience.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

Connecting Your Brand with the New Generation

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They are lazy. They avoid face-to-face interaction. They will not stop arguing over who is considered a ‘true 90’s kid’. Millennials have been under society’s microscope for the last decade; a punching-bag for Baby Boomers, a restructuring force for marketers. But Millennials are being overtaken by the new cohort in town. Gen Zers, those born roughly from 1995-2010, are beginning to trickle into the workforce and become routine contributors in the economy.

Are Your Call-Center Employees Providing Service That Reduces Customer Effort?

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To create an effective overall brand experience employees must strive to reduce consumer effort within every individual touchpoint. This attention to detail requires consistently engaged employees and continuous measurement to ensure employees retain your desired level of service.

The Increasing Relevance of Experiential Retail

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Thanks to the large shift towards online shopping, brick-and-mortar stores have been pushed to adapt to survive. Amidst these adjustments, many brands have positioned themselves in the category of experiential retail. Experiential retail, a common phrase in the industry these days, refers to the movement away from transaction-forward methods and towards a holistic, immersive customer experience.

The Pros and Cons of Implementing Social Media into your Customer Service Strategy

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It is an irrefutable fact that social media has penetrated the corporate domain. It is safe to say that its momentum is only increasing as time goes on. So, what are the benefits of implementing social media into your customer service strategy? Subsequently, what are the downfalls? PROS. It decreases customer effort. Customer effort is a leading factor in determining an individual’s overall sentiment towards a brand.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

Are you Making Big Changes to Avoid the Customer Experience Rut?

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Research revealed little to no improvement in customer experience over the course of 2018 [1]. In his recent blog post, Colin Shaw expressed his concern about the precarious fate of CX and hypothesized the reason for the unimpressive statistics. [2] 2] His take? Companies are afraid to make big changes. Shaw argues that in order to see tangible improvements in customer experience, companies must be willing to disrupt the status quo of their organization.

Is Your Customer Experience Aligned With Consumer Expectations?

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Consumer recommendations serve as one of the most powerful tools available to any brand. 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.

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The Increasing Relevance of Experiential Retail

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Thanks to the large shift towards online shopping, brick-and-mortar stores have been pushed to adapt to survive. Amidst these adjustments, many brands have positioned themselves in the category of experiential retail. Experiential retail, a common phrase in the industry these days, refers to the movement away from transaction-forward methods and towards a holistic, immersive 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.

Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.

Illustrating the ROI of CX

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Despite its critical role in a company’s success, businesses often place customer experience on the back burner when it comes to financial investment. The hesitancy towards CX investments stems from the difficulty in directly attributing revenue growth to specific changes in customer experience. Compared to clear-cut investments, the ROI of CX can appear to be ambiguous. The returns from CX tend to accumulate at a gradual pace, making it difficult to pinpoint the precise effects.

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