Second to None

Strengthening Brand Experience in the Grocery Industry

Second to None

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]

The Top Customer Experience KPIs that you Should Know

Second to None

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?

Digging Deeper into Net Promoter Score

Second to None

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.

Retain Consumer Trust By Keeping Your Brand Promises

Second to None

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.

Brands 102

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

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

Second to None

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.

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

Second to None

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.

Why Loyal Employees Are Your Most Valuable Asset

Second to None

The following article is a guest submission written by Ryan Gould. Ryan is the Vice President of Strategy and Marketing Services for Elevation Marketing.

Pizza Brands Are Using Mystery Shopping To Measure Compliance To Brand Standards

Second to None

Pizza has become one of the fastest growing segments in the food market in recent history. In 2017, 954 pizza chain establishments opened in North America in addition to the already saturated market.[1] 1] Beyond a great tasting pie, price, convenience and sheer-availability are the major factors that push consumers towards these restaurants.

Updated Philosophies Can Be More Impactful For Your CX Than Updated Tech

Second to None

Too often, brands blame a lack of technology or resources for their organizational problems. Rather than deflecting this blame to future purchases, the brands at the top of their industry are consistently monitoring and updating their organizational philosophies to ensure they are curating a company culture that allows employees to perform up to expectations.

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

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

Second to None

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.

The Power of a Greeting: How One Simple Act Can Impact the In-Store Experience

Second to None

While we like to think about relationships with consumers from a broad organizational perspective, ultimately the heavy load of this consumer perception is carried by the people directly involved in these interactions. At the end of the day, it comes down to your employee’s ability to make real, human connections with individuals who contact your brand online , over-the-phone , or walk into your store.

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

Second to None

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.

Why Customer Engagement Is Key To Success This Holiday Season

Second to None

The holiday season is approaching and it can help determine whether 2018 was a year of growth or stagnation for your retail brand. New technologies have shifted consumer expectations, changing the necessary preparatory work that a brand must complete to ensure a bountiful holiday season. Adopting these novel methodologies as a cog in your brand experience platform can help your team encourage high levels of customer engagement across different points along the customer journey.

The SaaS Guide to Customer Engagement, Retention, and Advocacy

After onboarding, most SaaS customers have to find their own way to success. This ebook by Influitive is a compilation of some of the best examples of programs designed to drive customer retention and advocacy, with examples from some of the world’s largest and most innovative SaaS vendors.

Is Your Retail Brand Measuring Performance Across Different Locations?

Second to None

The goal for most major retail brands is to expand their brick-and-mortar locations so that they reach as many consumers as possible. 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.

Create An Online Experience That Reduces Cart Abandonment Rates

Second to None

Establishing an excellent brand experience in the modern age is impossible without providing enhanced value to consumers that visit your online channels. This is especially true for retail brands because eCommerce availability has become omnipresent in the industry. However, simply having the option of buying your product online is not enough based on current consumer expectations.

Is Your Customer Experience Aligned With Consumer Expectations?

Second to None

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.

Why Your Pizza Brand Needs To Measure And Optimize Its Digital Brand Experience

Second to None

While it may be challenging to think of your fast-casual pizza chain in these terms, the modern marketplace has forced all brands to shift towards a digital identity. This is especially true for pizza brands , because online channels help encourage more takeout and delivery orders. If your digital brand identity is lagging behind the rest of the industry, customers will jump to those competitors that are investing in reducing the amount of effort it takes to place and receive a pizza order.

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.

Create A Better Digital Experience With These SEO And Link Building Tools

Second to None

The following article was written by Chelsey Heil. Chelsey is the CEO of Creatives by chelsey , a full service marketing firm dedicated to creative marketing solutions for all business types based in California. If you are interested in submitting a guest article to the Second To None blog, please send over your ideas to . SEO is an ever changing science. What worked a few years ago to make you millions could get you penalized and ruin your rankings today.

Tools 55

Perfect These Three Things To Curate A Great Customer Experience

Second to None

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

Second to None

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.

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

Second to None

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.

Artificial Intelligence and the Customer Experience

There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.

Live Chat Is A Great Way To Provide Enhanced Value To Customers Online

Second to None

Creating an excellent online brand experience requires a diligent approach to measuring and reacting to the latest digital trends. 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. One of the latest trends taking place in the online retail brand experience is implementing live chat service windows.

People Are What Drives Your Brand Experience: Who Is Representing Your Brand?

Second to None

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. Creating a company culture that registers this level of individual responsibility and performance is challenging because it requires consistent measurement, recognition and action.

How to Grow Your Business Through Employee Advocacy

Second to None

The following article was written by Jock Purtle. Jock has been an entrepreneur since he started his first business at 19. Since then he has gone on to run several successful companies and is currently CEO of Digital Exits, business brokerage. Throughout his career, he has become an expert on topics such as business value, marketing, employee relations and SEO. Now, he enjoys writing about his experiences to serve as a resource for other business owners.

How To Implement A Mystery Shopping Program For A Franchise Model

Second to None

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.

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

How To Create More Customers, Instead Of Consumers

Second to None

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 Importance of Evaluator Quality in a Mystery Shopping Program

Second to None

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.

Develop An Online Retail Channel That Adds To Your Overall Brand Experience

Second to None

Developing an omnichannel brand identity has become more challenging as digital technologies have advanced. More channels in which interactions with consumers takes place means there are more opportunities to convert a consumer into a customer. However, these added instances also increase the importance and challenge of maintaining a consistent brand identity across all these different touchpoints.

Is Your Organization Earning The Right Kind Of Profit?

Second to None

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.

The Rise of the Customer Marketer

From marketing backwater to starring role, this eBook by Influitive explores the changes taking place in customer marketing from the perspective of customer marketers themselves (and explains just why it’s so crucial to customer engagement).