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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.

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.

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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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 Path to Journey Management

Speaker: Kerry Bodine and Lindsay Sykes

The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change — and then measure the results of your efforts. Join Intouch Insight and Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.

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.

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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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.

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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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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.

4 Steps to Developing Your Customer Care Strategy

The quality of a customer care strategy can make or break a company, but simply resolving a customer service issue or complaint is no longer enough. Learn the 4 steps that address the major points you need to consider when building a customer care roadmap.

Why Loyal Employees Are Your Most Valuable Asset

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

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?

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.

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

Speaker: Claire Beatty, Editorial Director - Asia, MIT Technology Review Insights

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

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]

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.

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.

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 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.

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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Addressing the Internal Health of Your Organization

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An organization is like the human body, fueled by many smaller, moving parts working underneath the surface to achieve one cohesive mission. The internal health of the body is directly connected to its performance and ability to grow. If organs are to the body, employees are to the business. Maximum efficiency is achieved when all parts are functioning at their highest capacity.

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Emotion Plays a Major Role in Customer Experience

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They key to success in customer experience understanding the customer and their behavioral patterns. The first step in this initiative is recognizing that an individual’s behavior is largely driven by their emotional responses. Emotions are innate drivers that exist to “appraise and summarize an experience and inform your actions”, demonstrating a large influence on people’s daily decisions [1].

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.

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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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.

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]

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

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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.

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

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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?

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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.

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

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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.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

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.