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

Alida

SEPTEMBER 14, 2018

In a fast-moving world where customer expectations are constantly changing, the best way to future-proof your company is to orient your business around the voice of the customer. That’s the key messages from Scott Miller, CEO of Vision Critical, when he delivered his keynote at the 2018 Customer Intelligence Summit.

Entertainment 133

Entertainment Customer relationships Retail Leadership 133

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. KEEPING UP WITH CUSTOMER EXPECTATIONS. 2] His take?

Customer Experience 67

Customer Experience Voice of Customer Innovation Course 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.

Data 86

Data Social Media Study Consumers 86

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. “Users of products such as iRobot’s Wi-Fi-enabled Roomba robot vacuums expect customer service reps to know their vac’s status and battery cycle count when they call with a problem.”

Voice of Customer 59

Voice of Customer Report Brands Customer Journeys 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).

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).

ROI 48

ROI Effort Score Study Financial 48

COPC

SEPTEMBER 3, 2019

has enabled the staff and management at Ant Financial to gain a better understanding and a comprehensive overview of what is required to deliver international-level standards of customer experience, which has helped with the innovation of digital customer service. In 2018, our forecasting accuracy had reached 96%.

Financial 40

Financial Self Service System Customer Satisfaction 40

COPC

NOVEMBER 13, 2019

Q: Where does the Shouqi customer service centre fit in the management of end-to-end customer experience, and how do you manage and improve? Driving improvements of products and operations from the core of the company with the voice of customer is the main responsibility of the customer service centre.

Customer Satisfaction 8

Customer Satisfaction Voice of Customer Conference Consulting 8

ERDM

JANUARY 22, 2019

Through voice of customer (VoC) research, a six-step circle of value was identified (Figure 1): Figure 1: The six-step circle of value. Trust is the foundation; it opens the customer to reciprocity as a fair exchange of value. Customers expect recommendations and content to truly reflect their preferences.

Customer Experience 53

Customer Experience Video Sales ROI 53

ERDM

JANUARY 22, 2019

Through voice of customer (VoC) research, a six-step circle of value was identified (Figure 1): Figure 1: The six-step circle of value. Trust is the foundation; it opens the customer to reciprocity as a fair exchange of value. Customers expect recommendations and content to truly reflect their preferences.

Customer Experience 49

Customer Experience Video Sales ROI 49

Second to None

MARCH 13, 2019

Avionos’ 2018 Customer Expectations Report illustrates customers’ willingness to share certain information. [5]. 72 percent of customers are willing to share their email address. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Customer Experience 82

Customer Experience Multi-Channel Consumers Customer Centricity 82

CX Journey

DECEMBER 19, 2018

It appeared on their blog on March 26, 2018. There are a lot of different ways to listen to customers and employees. One of my favorite approaches is via a customer advisory board. Image courtesy of Pixabay I originally wrote today's post for Clicktools. What's the purpose of your CAB?

Meeting 90

Meeting Metrics Trends Feedback 90

Customer Alignment

DECEMBER 18, 2017

As I was considering ‘what to expect in 2018’, I took a step back and contemplated 2017. As reported in my recent piece , we saw actions to improve the customer experience stall – particularly in Europe. The gap between (rising) customer expectations and the quality of customer experiences being delivered, is getting greater.

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer NPS 45

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 this is a Customer experience Transformation Initiative and so the entire focus has to be Customer.

Customer Experience 45

Customer Experience Effort Score Metrics Measurement 45