Lumoa

NOVEMBER 7, 2022

. #2 Companies are using CX to create a competitive advantage Customers have more options than ever before. In 2018, two-thirds of companies were competing solely on CX and that number is only expected to grow. However, some firms have been selling consumer data to third parties, prompting regulators to intervene.”

Trends 208

Trends Customer Experience Competitive Advantage Customer Insights 208

Kayako

SEPTEMBER 20, 2018

Increasingly, customers are demanding some form of real-time communication to be available to them, allowing for instant responses to questions, queries and complaints. Indeed, according to research from Salesforce , 64 percent of consumers expect this kind of offering to be in place. Make Use of Voice of Customer Data.

B2B 203

B2B Sales Customer Experience Customer Journeys 203

Second to None

APRIL 11, 2018

Like other fields, organizations get gain the upper-hand by monitoring and responding to popular trends in the Customer Experience field. 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.

Trends 54

Trends Customer Experience Self Service Voice of Customer 54

Second to None

MARCH 9, 2018

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. Brands have a lot of work to do to meet these expectations.

Social Media 69

Social Media Chatbots Customer Service Brands 69

Lumoa

OCTOBER 31, 2018

It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. We asked 15 experts these three questions to figure out what direction industry is taking: How do you see the future of customer experience? 2018 will be the year of CX and AI.?

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

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. New technologies have shifted consumer expectations, changing the necessary preparatory work that a brand must complete to ensure a bountiful holiday season. 1,2,3 [link].

Customer Engagement 67

Customer Engagement Engagement Ecommerce Retail 67

Second to None

MAY 9, 2019

The fact is, customers’ information allows for companies to create a more personalized , low-effort customer experience that ultimately leads to higher satisfaction. Though over the years, customers have grown to be skeptical towards the collection of consumer data. Keep your Data Safe. 1,3] [link]. [2][link]. 2][link].

Data 86

Data Social Media Study Consumers 86

Second to None

FEBRUARY 6, 2019

Research revealed little to no improvement in customer experience over the course of 2018 [1]. Shaw argues that in order to see tangible improvements in customer experience, companies must be willing to disrupt the status quo of their organization. You have to know what the customer wants before you can give it to them.

Customer Experience 67

Customer Experience Voice of Customer Innovation Course 67

Second to None

AUGUST 2, 2018

From unclean environments to terrible examples of customer service, these moments can have a permanent and poisonous impact on the perception that consumers have of your organization. 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

Second to None

JUNE 7, 2018

Creating a lasting impression in the minds of your target customers can be a daunting task for brands across different industries. Creating an online experience that pushes customers further along their path-to-purchase can be a differentiator between growth and stagnation. 1,2,3,4 [link].

Social Media 59

Social Media Voice of Customer Brands Advertising 59

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., And this number will only keep growing as consumer behaviors evolve, driving brands to look to new technologies to solve those gaps.

Customer Experience 112

Customer Experience Airlines Brands Voice of Customer 112

Second to None

SEPTEMBER 13, 2018

Customers can log on to their marketplace and access products across every industry, provided by third-party vendors or Amazon themselves. In fact, Amazon’s 2018 online sales will account for close to 50% of all online sales spent in the United States, up close to 30% of their share from 2017.[2] 1 [link]. 3,4,5 [link].

Retail 54

Retail Brands Fashion Voice of Customer 54

Second to None

MARCH 19, 2018

“Chinese startup Mobike offers dockless bike sharing for consumers to find and ride bikes within their service zone.”” ”” Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Voice of Customer 59

Voice of Customer Report Brands Customer Journeys 59

Second to None

APRIL 4, 2018

You can access the piece by clicking here , or by reading below: This piece was originally published by Oracle on April 3, 2018: “Customers are a business’ most valuable asset, which is why they spend a lot of money to acquire new ones and work hard to retain the ones they have.

How To 54

How To Retail Effort Score Voice of Customer 54

Second to None

JANUARY 22, 2019

Rather than focus on the new tech that could be implemented to improve the Customer Experience, check out the following organizational philosophies written by Randy Pennington for the Huffington Post. This piece was originally published by Huffington Post on January 4, 2018. Ease of use will be the driving factor.

Telecommunications 48

Telecommunications Effort Score Voice of Customer B2C 48

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). They gathered consumer data from 10,000 respondents in the US.

ROI 54

ROI Study Financial Loyalty 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). They gathered consumer data from 10,000 respondents in the US.

ROI 48

ROI Effort Score Study Financial 48

Second to None

FEBRUARY 19, 2018

Brands, however, are put on the sidelines, as many are not delivering the personalized content, expertise and services consumers expect , informed by a deeper understanding of their needs. It’s all about the consumer in that one moment in time. It’s all about the consumer in that one moment in time. Are you still using personas?

Brands 59

Brands Retail Consumers Guidelines 59

Second to None

APRIL 26, 2019

The more proactive a company is in preparing for mistakes, the quicker they are at finding a solution when they do occur and the less time passes in which the customer’s frustration can increase. Additionally, solving issues shows customers that future mistakes will be addressed and tended to if need be. 2,3] [link].

Loyalty 81

Loyalty B2C Brands Study 81

Second to None

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

Second to None

APRIL 26, 2019

The more proactive a company is in preparing for mistakes, the quicker they are at finding a solution when they do occur and the less time passes in which the customer’s frustration can increase. Additionally, solving issues shows customers that future mistakes will be addressed and tended to if need be. 2,3] [link].

Loyalty 76

Loyalty B2C Brands Study 76

Second to None

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] 1] [link]. [2]

Omni-Channel 69

Omni-Channel Multi-Channel B2C Customer Centricity 69

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

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 19, 2019

1,2,4] (2018). Enterprise Retail Grocery Report October 2018. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. PYMNTS.com. [3] 3] [link]. [5] 5] [link]. [6]

Industry 48

Industry Brands Rewards Programs Loyalty 48

Second to None

MARCH 8, 2019

According to a 2018 Gallup study, 23 percent of employees experience feeling burned out at work very often while 44 percent feel burned out sometimes. In customer experience, we consistently look at consumer data to inform our decisions and initiatives. It is associated with high levels of stress and low levels of ambition.

Study 48

Study Financial Customer Centricity Employee Experience 48

Second to None

FEBRUARY 19, 2019

1,2,4] PYMNTS.com, Enterprise Retail Grocery Report October 2018. [3] Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. 3] [link]. [5] 5] [link]. [6]

Industry 73

Industry Brands Rewards Programs Loyalty 73

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

Stella Connect

OCTOBER 26, 2021

The only way to deliver those positive experiences consistently is to invite your customers to define and measure quality for you as part of the service experience via collecting, and analyzing, customer feedback. 4 Business Benefits of Using Customer Feedback in Call Center Performance Management.

Call Center 52

Call Center Management Contact Center Effort Score 52

Second to None

APRIL 24, 2018

If you feel like 2018 is your time to get into mobile marketing for your business , there are a few common mistakes and faux pas you can easily avoid right from the start. With a little bit of time, planning and effort, you can make sure your mobile marketing efforts are right in line with your consumer base and marketing budget.

Marketing 59

Marketing Advertising Social Media Voice of Customer 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

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

Second to None

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

Second to None

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

Second to None

MARCH 7, 2018

To learn more about customer engagement strategies, check out the following piece written by Kenneth Adams for Forbes. ” Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. Are you thinking it’s time for a shakeup?

Customer Engagement 54

Customer Engagement Engagement Effort Score Groups 54

COPC

SEPTEMBER 9, 2019

We want to focus on the value of customers, boost their service experience and provide safe, easy and transparent services to consumers, small businesses and micro businesses. We eventually want to enhance mass financial education for consumers in China and help more people enjoy better, equitable service.

Financial 40

Financial Self Service Customer Satisfaction Innovation 40

Team HGS

OCTOBER 9, 2018

More and more, consumers are finding this out. In fact, according to Nielsen, Americans spend five times longer in messaging apps than on voice calls. MANDEEP: You need to look at your customer journey and identify the reasons for which customers contact you. Wed, 10/10/2018 - 06:31. Customer Experience.

Touchpoint 40

Touchpoint Contact Center Government Customer Journeys 40