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 19, 2019

Furthermore, lower costs allow stores to offer lower prices to their customers. With price as as a top factor in the customer experience, offering low-priced PB products will increase customer satisfaction and improve the brand experience. 1,2,4] PYMNTS.com, Enterprise Retail Grocery Report October 2018. [3]

Industry 73

Industry Brands Rewards Programs Loyalty 73

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]

Retail 54

Retail Brands Fashion Voice of Customer 54

Second to None

FEBRUARY 19, 2019

Furthermore, lower costs allow stores to offer lower prices to their customers. With price as as a top factor in the customer experience, offering low-priced PB products will increase customer satisfaction and improve the brand experience. 1,2,4] (2018). Enterprise Retail Grocery Report October 2018.

Industry 48

Industry Brands Rewards Programs Loyalty 48

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

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., ” Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Customer Experience 112

Customer Experience Airlines Brands Voice of Customer 112

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.

Customer Experience 67

Customer Experience Voice of Customer Innovation Course 67

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

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

COPC

SEPTEMBER 9, 2019

Our AI customer service is linked to more than 420 products from the seven major departments of Ant Financial, including payments, insurance services, MYbank, international services, Zhima credit, etc. By the middle of 2018, the average daily volume of self-service was 4.84 million from over 300 million users.

Financial 40

Financial Self Service Customer Satisfaction Innovation 40

Second to None

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] Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

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. ”” 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 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

COPC

SEPTEMBER 3, 2019

In 2018, our forecasting accuracy had reached 96%. The biggest challenge has been Ant Financial’s vision of our Customer Service Department achieving innovation with the assistance of new technology and improving its capability with the transformation of digitization via bold exploration. million from over 300 million users.

Financial 40

Financial Self Service System Customer Satisfaction 40

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. .” Our solutions are developed on the basis of solid research and statistical science.

Net Promoter Score 59

Net Promoter Score Effort Score NPS Voice of Customer 59

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

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

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 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

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. We’re doing anything we can do to connect directly with consumers and make shopping convenient for them.”.

Brands 59

Brands Retail Consumers Guidelines 59

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. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. The question is: How do you get started?

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

Team HGS

FEBRUARY 13, 2018

We started by gathering new “findings within the findings,” by polling attendees with a basic CX assessment: “Have you had a frustrating customer experience in 2018?” The majority of our attendees—46%, responded “Customer Satisfaction,” with 38% prioritizing “Net Promoter Score” and 15% answering “Customer Effort.”

Net Promoter Score 40

Net Promoter Score Customer Service Chatbots Contact Center 40

Second to None

FEBRUARY 8, 2018

on January 31, 2018: “It may come as no surprise that more than 70 percent of customers start their purchase journeys on their laptops, phones or tablets. ” Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Consumers 67

Consumers Strategy Voice of Customer Trends 67

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. Are you thinking it’s time for a shakeup? ” Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Customer Engagement 54

Customer Engagement Engagement Effort Score Groups 54

Second to None

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. ” Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Technology 54

Technology Brands Voice of Customer Communication 54

Doing CX Right

JULY 24, 2019

Is “Net Promoter Score,” otherwise known as “NPS,” a good measurement of customer satisfaction. Many customer experience (CX) experts say yes. They depend on NPS as a sole metric to determine customers’ perceptions and feelings about their brand. Stacy : (01:08) I joined Schindler summer of 2018.

NPS 40

NPS Measurement Net Promoter Score Effort Score 40

COPC

NOVEMBER 13, 2019

Being certified to the COPC Customer Experience (CX) Standard, we are now more confident and able to proactively help customers solve their issues with a professional customer service system that improves both driver and customer satisfaction. Our statement of direction is, “Make satisfaction a habit.”

Customer Satisfaction 8

Customer Satisfaction Voice of Customer Conference Consulting 8

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

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

SurveySensum

JULY 14, 2020

Lynn Hunsaker – CXPA Board, Customer Experience Leader, Trainer, Author . Lynn Hunsaker started her career as chair of a 20-country, 6-division task force designing customer satisfaction methodology as a manager in the Strategic Planning department at then-Fortune-250-ranked Sonoco Products. and Crowdvocate.com.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

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

Second to None

APRIL 6, 2018

on April 6, 2018: “ A business without customers is like a boat on dry land. ” Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. Check out the following three methods that your brand can employ, written by Ilya Pozin for Inc. ,

Brands 61

Brands Customer Centricity Voice of Customer Consumers 61

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

Second to None

APRIL 16, 2018

Organizations that equip themselves to sift through this massive pile of data and come out with a clear picture of the story being told will be able to better make changes to their existing platform, thus encouraging higher levels of customer satisfaction.

Data 54

Data Call Center Measurement Brands 54