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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.

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.

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.

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 , Magentodelvopers.online.eLablez, Star Leads.ae, Progos Tech and eCig. . If you are interested in submitting a guest post to the Second To None blog, please reach out to danielb@secondtonone.com with your idea.

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Expert Forum: Choosing the Best Path for Transforming a Legacy Contact Center

The world’s most influential and customer-centric firms lead with technology, but do not let technology lead their customer relationships. Iconic firms – as such firms are labelled – recognize that providing exceptional customer experience is a key driver of increased revenue and brand loyalty. Register now to learn what strategies differentiate an iconic firm from other businesses

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.

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.

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.

The Top 3 Ways to Forecast for Your Contact Center

Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.

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 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.

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. .

Are Your Employees Practicing Suggestive Selling?

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Regardless of the industry, the best organizations are striving to optimize each individual interaction that a consumer has with your brand. While it is important to invest in customer acquisition and retention, it is also true that there is no time like the present, meaning that your point-of-sale associates should be practicing suggestive selling as a way to encourage those patrons that have already decided to purchase from your brand, to add on more products to their order.

Getting to Iconic – How leading brands balance technology and human talent to deliver exceptional CX

The world’s most influential and customer-centric firms lead with technology, but do not let technology lead their customer relationships. Iconic firms – as such firms are labelled – recognize that providing exceptional customer experience is a key driver of increased revenue and brand loyalty. Register now to learn what strategies differentiate an iconic firm from other businesses

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

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 danielb@secondtonone.com with your idea.

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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.

Segment Your Customer Interaction Strategies

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Customer service is a key contributor to an organization’s overall success due to the impact that each individual employee-to-consumer interaction will have on maintaining high retention rates. Brands are now responsible for managing more interaction channels than ever before, and poor service on any of these platforms can quickly change the way that customers perceive your organization.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.

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.

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.

Attract Customers To Your Store By Providing An Experiential Value

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Due to the proliferation of online product availability, consumers now desire more from brands than low price points and geographic proximity. For many major retail brands , the shift towards digital customer engagement has greatly impacted their ability to retain a high number of visitors coming to their brick-and-mortar locations. Thus, brands must come up with different ways to get people to come into their store, beyond trying to make a new sale.

Get the Stats- Don’t Become a Tragic Customer Experience Statistic

The results are in: only 2% of customers prefer chatbots. Yet 66% of businesses plan to use a chatbot this year, with the intention to improve customer satisfaction. Are you surprised? If so, you’re not alone. Understanding customer expectations is key to your CX strategy. But technology and consumer preferences change so fast. How well do you really know what your customers want?

Are Your In-Store Employees Delivering Your Desired Brand Value?

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Understanding the way that employees are performing on the frontlines can serve as a difference maker for brands hoping to create a leading Customer Experience platform. This group of service employees has a huge impact on consumers’ perception of your organization, and can either help create more brand ambassadors , or leave a toxic taste in the mouths of your customers.

Important Mobile Marketing Faux Pas to Learn From

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The following article is a guest post submitted by Jim Rulison from Media Loop , an organization dedicated to helping brands reach more prospects, optimize their strategize and increase sales: If you are interested in submitting a guest post to the Second To None blog, please reach out to danielb@secondtonone.com with your idea. Now is the time to get on board the mobile marketing train.

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.

Using Survey Analytics To Get into The Mind of The Customer

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The following article is a guest post submitted by Jacob Haney. Jacob Haney is a content marketer presently working with Research Optimus , a business research outsourcing company. A writer by day and a reader by night, he is loathed to discuss himself in the third person but can be persuaded to do so from time to time.: If you are interested in submitting a guest post to the Second To None blog, please reach out to danielb@secondtonone.com with your idea.

How to Create an Exceptional Customer Experience

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

How CX Is Impacting Consumer Preferences For Emerging Fast-Casual Brands

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Capturing new customers is a foundational pillar of a successful fast-casual restaurant brand, but the ability to retain these first-time patrons is the true signifier of a leading Customer Experience. As the power dynamics shift between different customer segments, it is important that your brand is monitoring the way that each group perceives your current offerings, and that you formulate a specific plan as to how you will attract and retain your target customer demographic.

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.

Measuring Your In-Home Associates’ Customer Service Capabilities

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Online ordering and eCommerce stores have allowed brands to utilize convenience as a tool to separate themselves from the competition. Consumers are now used to being able to accomplish virtually anything without leaving the comfort of their home, and this concept is now moving beyond products and has penetrated service-based organizations. Whether it is someone that goes to fix or set-up in-home technology, complete physical therapy sessions, pet-grooming, etc.

3 Methods To Create A Memorable Brand Experience

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Establishing a solid block of your customer’s “mindshare” can be very valuable to establishing long-term customer relationships. Consumers experience such a vast amount of communication and information constantly in modern society, and any way that your brand can stand out in the mind of your consumers can be essential to your brand’s retention rate.

Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

Why Red And Green Compliance Programs Don’t Work

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If your brand is sending any group of independent contractors to monitor the compliance rate of your employees, there is an inherent risk of a negative interaction taking place. Brands that stock and sell products like alcohol, tobacco or mature video games have a responsibility to their community to ensure that they are training employees to adhere to federal and local regulations.

The Rise Of Drive-Thru For Fast-Casual Restaurants

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Finding ways to influence higher levels of convenience for customers is a must within the fast-casual restaurant industry. Reducing customer effor t is one of the foundational philosophies of any successful Customer Experience initiative, however, these efforts need to remain in tandem with your brand’s unique identity.

How To Stand Out In The Sportswear Industry

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Online stores and increased accessibility has ramped up competition amongst organizations in every industry, making it essential that brands find a way to offer a unique value to their customers that only they can provide. By tailoring your services to provide this level of value, you are positioning your brand to both endear itself to customers for the long-term and contributing to a winning platform in the present.

How To Ensure a Successful Grocery Delivery and In-Store Pick-Up Program

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As technology makes more industries easily accessible online, brands in these spaces need to continually find new ways to reach customers within these evolving digital channels. One industry that is being drastically impacted by online accessibility is grocery. Typically thought of as exclusively a brick-and-mortar industry, novel technologies have penetrated supermarkets to the point where most brands are making significant changes to their Customer Experience programs.

Best Practice Webinar: Conquering Attrition in the Contact Center

3 Imperatives to Engage and Retain Employees. Your frontline employees make or break your customer experience. Yet, attrition can mean delivering customer service with fewer and less-tenured employees, directly affecting your quality of service and forcing you to rethink your customer experience strategy. Join industry expert Lori Bocklund and Genesys experts to examine the root causes of contact center turnover. Learn how to conquer attrition with a hyper-focus on these key areas: Increase focus on coaching and development. Become more strategic in hiring and training. Discover new ways to engage your employees. Presented by. Lori Bocklund, President, Strategic Contact Inc. Cameron Smith, Global Director of Solution Strategy, Genesys. Steve Kosiba, Product Marketing Manager, Decisions & WFO, Genesys. March 21st, 2018 11 AM PST, 2 PM EST, 7 PM GMT. This webinar will be presented LIVE in North America! Not sure you have time to join the live session? Register anyway and we'll send you the recording afterward!