Second to None

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

CX Workout - Ideas Blog

NOVEMBER 3, 2020

2) Misunderstanding the True Voice of Customers and Employees. 3) Little connection between the Employee Experience and Customer Experience. For example, why do businesses still support siloes between Customer Experience (CX), Data, Digital, Employee Experience (EX), Enterprise Technology, Human Resources, and Marketing?

Net Promoter Score 98

Net Promoter Score Effort Score Analysis Employee Experience 98

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. 2] His take? Companies are afraid to make big changes. PROGRESS TAKES TIME.

Customer Experience 67

Customer Experience Voice of Customer Innovation Course 67

Waypoint Group

JULY 13, 2018

On June 19 th , 2018, a few of us Waypointers attended the inaugural Customer SuccessCon Denver, hosted by Mikael Blaisdell’s Customer Success Association. 12:00 : What about NPS in B2B, and How feedback can predict churn. 10:07 : What to do with items outside your span of control. 22:10 Driving up response rates.

Customer Success 40

Customer Success Company Customer Experience NPS 40

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., The rise of social and digital media has reinvented how people learn about brands, form opinions, buy products, seek support and give feedback.

Customer Experience 112

Customer Experience Airlines Brands Voice of Customer 112

Second to None

APRIL 6, 2018

on April 6, 2018: “ A business without customers is like a boat on dry land. Customers are essential to every company’s success. Despite this, some organizations that claim to be customer-centric take their customers for granted.

Brands 61

Brands Customer Centricity Voice of Customer Consumers 61

Second to None

JUNE 7, 2018

Segmenting your customer support training to adjust to the different channels they interact with customers is a good first step to establishing this value. Ultimately, your team should quickly respond to as much customer feedback, positive or negative, that is posted directly to or about your organizational accounts.

Social Media 59

Social Media Voice of Customer Brands Advertising 59

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. After taking on various roles at Deloitte, Strategy, and GSK, he has been serving as the VP of Digital & Analytics Transformation at Genpact since May 2018. Temkin Group was acquired by Qualtrics in October, 2018.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

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

Customer Alignment

DECEMBER 18, 2017

As I was considering ‘what to expect in 2018’, I took a step back and contemplated 2017. From what we can see, most of the efforts and focus in 2017 have been on beginning to ‘listen’ to customers and naturally act upon this information. The ‘ Experience Economy’ first conceptualised by Pine & Gilmore back in 1998 is here.

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer NPS 45

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

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. After taking on various roles at Deloitte, Strategy, and GSK, he has been serving as the VP of Digital & Analytics Transformation at Genpact since May 2018. Temkin Group was acquired by Qualtrics in October, 2018.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

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

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. We then listen to what the customer wants and decide if that is the direction we can go.

Net Promoter Score 59

Net Promoter Score Effort Score NPS Voice of Customer 59

Second to None

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

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

SurveySensum

JULY 14, 2020

James Dodkins – Customer Experience Influencer, Keynote Speaker, Author, CX Trainer. International Keynote Speaker, Trainer, and Content Creator, James Dodkins is named as the UK’s #1 CX Influencer by Customer Experience Magazine. Jaakko Männistö is an entrepreneur, Founder, and Omnichannel Customer Experience Professional.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Win the Customer

JANUARY 20, 2020

2018 saw the eCommerce industry grow by over 25 percent with 2019 showing no signs of a slowdown for the industry. Better customer understanding – All businesses would do better if they were in a position to target their customers better. Use the feedback you receive over live chat sessions to improve your storefront.

Ecommerce 52

Ecommerce Chatbots How To Feedback 52

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

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

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

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

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

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

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. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. 2,4] [link]. [3]

Study 48

Study Financial Customer Centricity Employee Experience 48

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

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. Answer the complainer’s questions and show that you take constructive feedback seriously.

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. Are you thinking it’s time for a shakeup? . • Annual checkups: Recap the previous year and ask your customers to grade your business. This, of course, means doing some research on your customers’ industries.

Customer Engagement 54

Customer Engagement Engagement Effort Score Groups 54

Pink Guava

OCTOBER 31, 2018

In our last blog, titled ‘Stellar Customer Experience’ we have briefly touched upon what you could still do in 2018 and make Customer Experience work for your organization. Remember, these champions have to be self motivated, customer centric and teamplayers.

Customer Experience 45

Customer Experience Effort Score Metrics Measurement 45

Doing CX Right

JULY 24, 2019

Stacy : (01:08) I joined Schindler summer of 2018. I left my customer experience job at Verizon Wireless to join Schindler in North America. One is acquiring customer feedback and measuring customer satisfaction along the customer journey, which we call key “moments of truth.”

NPS 40

NPS Measurement Net Promoter Score Effort Score 40

COPC

NOVEMBER 13, 2019

With the fast development of the internet, Shouqi Limousine & Chauffeur was built on the idea of brand quality and value, passing on the same excellent service to each and every customer. As the frontline of Shouqi Limousine & Chauffeur, customer service is the key touch point for both drivers and customers.

Customer Satisfaction 8

Customer Satisfaction Voice of Customer Conference Consulting 8