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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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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.

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.

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.

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.

Why Customer Engagement Is Key To Success This Holiday Season

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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.

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

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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 danielb@secondtonone.com. . 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.

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Is Your Retail Brand Measuring Performance Across Different Locations?

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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.

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.

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

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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.

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.

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.

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.

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

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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.

How to Grow Your Business Through Employee Advocacy

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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.

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

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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.

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.

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.

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.

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

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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.

Mystery Shopping is Valuable For All Brands, Not Just Restaurants and Retail

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Interactions with customers are an inevitability for all brands, but the way that these interactions occur varies greatly across different industries. It is important that your leadership team is expertly aware of how employees are performing within these individual instances. These moments take place every day, online , on-the-phone or in-store , and each individual instance shapes the overall perception that consumers have of your brand.

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.

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.

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.

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.

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 danielb@secondtonone.com. . 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.

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.

3 Important Things A Chatbot Can’t Do (But an IVA Can)

Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.

Why Reporting Matters When Developing A CX Measurement Program

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Capturing consumer feedback data has become an essential aspect of any leading organization’s Customer Experience platform. The practice of consistently collecting customer data is helpful because it grants increased transparency throughout the organization. Armed with these numbers and commentary, your team can develop an action plan and succinctly prove the validity of their claims. Additionally, these programs can help flag moments along the customer journey that are flawed or underperforming.

Adjusting Your Retail Brand Experience To Evolving Consumer Expectations

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As consumer purchasing options widen, it becomes increasingly challenging for retail organizations to foster a brand identity that connects with evolving consumer expectations. Different technologies have shifted the primary channels in which these interactions take place, forcing brands to adjust their experience platform. If your team is not consistently measuring this changing landscape, it is setting itself up to fall behind the competition.

How To Tell If Your Brand Needs A Visual Makeover

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The following article is a guest submission written by Leila Dorari. Leila is a freelance writer based out of Sydney, Australia with a passion for marketing and SMB improvement. If you are interested in submitting a guest article to the Second To None blog, please send over your ideas to danielb@secondtonone.com. . Successfully implementing your desired brand image is incredibly important.

How Can Your Retail Brand Compete Against Amazon?

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Recently, Amazon made another huge leap in their brand journey, eclipsing a market value of over $1 trillion. This places them firmly alongside Apple as the only two companies in this staggering space.[1] 1] Amazon provides its customers with unprecedented convenience, product selection, all matched with above-average customer service and a beloved Prime loyalty program.

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.

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.

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.

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.

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.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

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.

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.

Are You Protecting Your Brand From Potentially Dangerous Viral Moments?

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Every brand, across most industries, is trying to simultaneously capture and avoid viral moments on a daily basis. A positive viral moment can serve as one of the most powerful and cost-effective marketing tools. Ideally, these small instances captured by a cell phone camera help galvanize both current and potential patrons so that they get a clear picture of your brand message in a natural setting. However, fairly often these days, brands are stuck on the other end of the virality spectrum.

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.

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.