Second to None

FEBRUARY 19, 2019

3] Offering a sense of familiarity and consistency, private brands have proven to increase trust and loyalty in customers. PYMNTS.com’s data shows that 51% of customers choose to shop at a store specifically for its private brand. [4] Loyalty and Rewards. Samples help to transform your store into a destination.

Industry 73

Industry Brands Rewards Programs Loyalty 73

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MAY 9, 2019

Though over the years, customers have grown to be skeptical towards the collection of consumer data. Salesforce’s 2018 “State of the Connected Customer” report revealed that 62 percent of customers are more afraid of their data being compromised now than they were two years ago. [1] Keep your Data Safe.

Data 86

Data Social Media Study Consumers 86

Second to None

APRIL 26, 2019

The same concept is true for the Service Recovery Paradox (SRP), a phenomenon that refers to the scenario in which a customer’s loyalty is increased after a company corrects a mistake, more so than had the mistake never occurred. According to a study by Magnini, these are incidents that do not lead to increased loyalty. [2]

Loyalty 81

Loyalty B2C Brands Study 81

Second to None

FEBRUARY 19, 2019

3] Offering a sense of familiarity and consistency, private brands have proven to increase trust and loyalty in customers. PYMNTS.com’s data shows that 51% of customers choose to shop at a store specifically for its private brand. [4] Loyalty and Rewards. 1,2,4] (2018). PYMNTS.com. [3] 3] [link]. [5]

Industry 48

Industry Brands Rewards Programs Loyalty 48

Second to None

APRIL 26, 2019

The same concept is true for the Service Recovery Paradox (SRP), a phenomenon that refers to the scenario in which a customer’s loyalty is increased after a company corrects a mistake, more so than had the mistake never occurred. According to a study by Magnini, these are incidents that do not lead to increased loyalty. [2]

Loyalty 76

Loyalty B2C Brands Study 76

Second to None

APRIL 9, 2018

You can access this article by clicking here , or by reading below: This piece was originally published by DIGIDAY on April 6, 2018: “Sephora’s retail teams have been operating differently since the company broke down one of the biggest internal barriers in October of last year, combining its in-store and digital teams.

Brands 54

Brands Retail Loyalty Fashion 54

Second to None

FEBRUARY 28, 2019

Watermark Consulting’s 2019 Customer Experience ROI study examined the cumulative total stock return of the L eaders and L aggards in CX over the span of eleven years (Forrester Research’s CX Index from 2007-2015 & Temkin Group’s Experience Ratings from 2016-2018). Results for subscription-based model: . 1] [link]. [2]

ROI 54

ROI Study Financial Loyalty 54

Second to None

MARCH 9, 2018

To learn more about why your customer service staff should engage with customers via social media, check out the following piece written by Ashley Cooksley, for AdWeek. Done well, it means customers will spend more, it improves efficiency and it generates data that you can use to improve services and benchmark against your competitors.

Social Media 69

Social Media Chatbots Customer Service Brands 69

Second to None

FEBRUARY 28, 2019

Watermark Consulting’s 2019 Customer Experience ROI study examined the cumulative total stock return of the L eaders and L aggards in CX over the span of eleven years (Forrester Research’s CX Index from 2007-2015 & Temkin Group’s Experience Ratings from 2016-2018). Results for subscription-based model: . 1] [link]. [2]

ROI 48

ROI Effort Score Study Financial 48

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APRIL 11, 2018

Consumer preferences are continually shifting, and brands that manage to update their CX platform to meet this moving target are positioning themselves to provide a great value to customers. Check out the following five trends in the Customer Experience world, curated by Dom Nicastro for CMSWire.

Trends 54

Trends Customer Experience Self Service Voice of Customer 54

Second to None

MARCH 5, 2018

You can access the piece by clicking here , or by reading below: This piece was originally published by Forbes on March 5, 2018: “It is difficult not to roll your eyes when you hear executives talk about “putting their customers first,” especially when their businesses behave like their customers are more of a burden than a blessing. . •

Brands 54

Brands Retail ROI Metrics 54

Second to None

SEPTEMBER 13, 2018

1] Amazon provides its customers with unprecedented convenience, product selection, all matched with above-average customer service and a beloved Prime loyalty program. Customers can log on to their marketplace and access products across every industry, provided by third-party vendors or Amazon themselves.

Retail 54

Retail Brands Fashion Voice of Customer 54

Second to None

OCTOBER 16, 2018

The holiday season is approaching and it can help determine whether 2018 was a year of growth or stagnation for your retail brand. 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.

Customer Engagement 67

Customer Engagement Engagement Ecommerce Retail 67

Second to None

MARCH 30, 2018

You can access the article by clicking here , or by reading below: This piece was originally published by AdWeek on March 30, 2018: “In 1997, I was flying out to San Jose, Calif., We achieve success through a relentless focus on quality and innovation, consultative relationships and a talented team of professional associates.

Customer Experience 112

Customer Experience Airlines Brands Voice of Customer 112

Second to None

FEBRUARY 19, 2018

With that in mind, here are four key concepts to keep in mind when thinking about how you’ll do personalization in 2018: 1. Companies that think they’re good at listening to their customers often pay attention to the wrong things. As loyalty improves, revenue goes up.” Are you listening to the wrong signals?

Retail 59

Retail Brands Consumers Guidelines 59

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AUGUST 2, 2018

Another example of a negative moment invading the zeitgeist and greatly impacting the reputation of a national brand occurred in April 2018, on a United Airlines flight from Chicago to Kentucky. In this instance, a customer who refused to give up his seat after the airline overbooked his flight was violently removed from the aircraft.

Brands 59

Brands Airlines Social Media Voice of Customer 59

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JUNE 7, 2018

Similar to other digital channels, brands will typically use a paid advertisement approach on top of an organic campaign, with 93% of businesses expected to increase their social ad spend in 2018.[3] Our solutions are developed on the basis of solid research and statistical science.

Social Media 59

Social Media Voice of Customer Brands Advertising 59

Second to None

MARCH 19, 2018

Specifically, you can learn about 4 ways that IoT can improve you Customer Experience, written by Alison DeNisco Rayome for TechRepublic. We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights.

Voice of Customer 59

Voice of Customer Report Brands Customer Journeys 59

Second to None

MARCH 21, 2018

You can access the piece by clicking here , or by reading below: This piece was originally published by Entrepreneur on March 15, 2018: “The up-and-coming generation of younger B2B procurement professionals is once again bucking prior generations’ preferences, and companies that don’t keep up aren’t likely to win contracts.

B2B 59

B2B B2C Transportation Voice of Customer 59

Second to None

FEBRUARY 16, 2018

on February 7, 2018: “When the heads of Berkshire Hathaway, Amazon and JP Morgan Chase announced that they would start a new non-profit initiative to find a better healthcare solution for their employees, stocks across major healthcare and insurance companies fell dramatically.

Healthcare 54

Healthcare Leadership Innovation Voice of Customer 54

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APRIL 12, 2019

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]

Omni-Channel 69

Omni-Channel Multi-Channel B2C Customer Centricity 69

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MARCH 28, 2018

on March 27, 2018: “A business is only as good as its customers. But how you interact with your customers after they become customers is perhaps the most important part of the business-client relationship. You can access the piece by clicking here , or by reading below: This piece was originally published by Inc.

Net Promoter Score 59

Net Promoter Score Effort Score NPS Voice of Customer 59

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MARCH 14, 2018

You can access the piece by clicking here , or by reading below: This piece was originally published by Chief Marketer on March 8, 2018: “To combat advertising fatigue, more companies are turning to experiential marketing—creating powerful memories for participants while connecting with the people who genuinely want to interact.

Strategy 54

Strategy ROI Social Media Return on Investment 54

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MARCH 12, 2018

You can access the piece by clicking here , or by reading below : This piece was originally published by Type A Communications on March 8, 2018: “Just because two customers are close in age, live in big cities and earn similar incomes doesn’t mean they spend the same way.

Brands 54

Brands Voice of Customer Connections Customers 54

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APRIL 2, 2018

on April 2, 2018: “ Customer acquisition is an ongoing challenge. You need customers for your company to survive , but converting them is costly. I use the Pareto principle to evaluate customer strategies. To learn more, check out Rhett Power’s piece written for Inc. What to do?

Omni-Channel 54

Omni-Channel Brands Voice of Customer Customers 54

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MARCH 7, 2018

To learn more about customer engagement strategies, check out the following piece written by Kenneth Adams for Forbes. We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights.

Customer Engagement 54

Customer Engagement Engagement Effort Score Groups 54

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

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FEBRUARY 23, 2018

Properly trained employees will serve as the most influential indicator of a leading Customer Experience, which is described in greater detail below by Joey Coleman for Brand Quarterly. We achieve success through a relentless focus on quality and innovation, consultative relationships and a talented team of professional associates.

Technology 54

Technology Brands Voice of Customer Communication 54

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Aimee is a Certified Customer Experience Professional (CCXP) and a graduate of the University of Notre Dame with a degree in marketing management.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Aimee is a Certified Customer Experience Professional (CCXP) and a graduate of the University of Notre Dame with a degree in marketing management.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Second to None

SEPTEMBER 20, 2018

It’s no wonder then that as customer habits transitioned further towards mobile, Google answered. On the March 26th of 2018, Google announced that they were rolling out mobile-first indexing. In 2018, all eCommerce platforms provide responsive templates. Things have changed, however. Let’s dive in.

Ecommerce 54

Ecommerce Customer Experience Customer Journeys How To 54

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APRIL 6, 2018

on April 6, 2018: “ A business without customers is like a boat on dry land. Some customers will take offense — and that’s fine. The goal isn’t to please everyone, but to inspire deeper loyalty in a passionate group that will make more purchases in the long run.

Brands 61

Brands Customer Centricity Voice of Customer Consumers 61

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MARCH 13, 2019

According to Forbes, personalization drives impulse purchases, increases revenue, increases loyalty, and decreases amount of product returns. [2]. Avionos’ 2018 Customer Expectations Report illustrates customers’ willingness to share certain information. [5]. The data shows that 49 percent of U.S.

Customer Experience 82

Customer Experience Multi-Channel Consumers Customer Centricity 82

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APRIL 16, 2018

You can access the article by clicking here , or by reading below: This piece was originally published by AdAge on April 16, 2018: “Brand teams get fixated on the latest data trends, including marketing measurement optimization and unified analytics. Our solutions are developed on the basis of solid research and statistical science.

Data 54

Data Call Center Measurement Brands 54

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MARCH 26, 2018

You can access the post by clicking here , or by reading below: This piece was originally published by Econsultancy on March 26, 2018: “It’s tempting to see people who buy from brands as consumers, and not customers. For more information, check out the following piece written by Mark Thomson for Econsultancy.

Consumers 54

Consumers How To User Experience Brands 54

Lumoa

APRIL 3, 2018

Whom would you consult if you were choosing a hairdresser's saloon or a new car to buy? 83% of customers would trust recommendations from the people they know : colleagues, family, friends, etc. The Net Promoter Score (or NPS) was designed by Fred Reichheld in 2003 to measure loyalty. The question is, how can you measure it?

Net Promoter Score 337

Net Promoter Score NPS Touchpoint Feedback 337

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MARCH 16, 2018

You can access the piece by clicking here , or by reading below: This piece was originally published by Oracle on March 16, 2018: “Customer Experience (CX) is not just a buzz word. It’s determining customer loyalty, influencing churn and ultimately has an impact on revenue and profits.

Trends 63

Trends Omni-Channel Customer Experience Chatbots 63