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

Second to None

MARCH 9, 2018

People have a shorter attention span than ever before, and that is especially true online, so your social media customer service team needs to be able to respond quickly and appropriately to social media interactions. No wonder 2018 is the year that brands are investing in great social media customer service.”

Social Media 69

Social Media Chatbots Customer Service Brands 69

Lumoa

OCTOBER 31, 2018

In my opinion, three things that are essential for CX include: Restoring trust – 2017 has seen more examples of organizations continuing to fail to meet basic customer expectations. In 2018, all brands across all industries are going to have to work hard to restore trust with the everyday consumer. 2018 will be the year of CX and AI.?

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Customer Bliss

NOVEMBER 23, 2018

Today, I’m replaying one of our most popular episodes from 2018 about the employee experience and building customer loyalty at Hertz with Eric Smuda , VP of Customer Experience and Loyalty. How do you serve customers in a way that’s conducive to the present and future, while also integrating the human-element?

Employee Experience 143

Employee Experience Loyalty Programs Chief Customer Officer Loyalty 143

Second to None

MARCH 30, 2018

Creating a great Customer Experience can serve as a huge differentiator between your brand and the rest of the competition, but it can be very challenging to establish this level of service. The onus is on us, as brands, to listen up and to turn these various conversations into meaningful decisions that improve the customer’s experience.

Customer Experience 112

Customer Experience Airlines Brands Voice of Customer 112

Second to None

JUNE 7, 2018

There are two main types of interactions that need to be managed to curate a social media brand reputation that maintains a positive impact on your overall digital reputation. Segmenting your customer support training to adjust to the different channels they interact with customers is a good first step to establishing this value.

Social Media 59

Social Media Voice of Customer Brands Advertising 59

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

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

AUGUST 2, 2018

Thus, implementing measurement programs can help inspire more positive viral moments and mitigate the potential hazards of a scandalous individual interaction. 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

MARCH 19, 2018

Creating a leading Customer Experience requires utilizing every tool at your disposal. Every moment along the customer journey can impact the way customer’s perceive your brand, including moments in which there isn’t even a direct interaction with an employee.

Voice of Customer 59

Voice of Customer Report Brands Customer Journeys 59

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

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 19, 2019

6] If your customers feel that their needs are being neglected in lieu of fashionable trends, their loyalty to your brand will deter. Offering samples is an interactive way to market private label products and increase customer engagement. Today, many customers want an interactive experience at their grocery store.

Industry 48

Industry Brands Rewards Programs Loyalty 48

Second to None

FEBRUARY 19, 2019

6] If your customers feel that their needs are being neglected in lieu of fashionable trends, their loyalty to your brand will deter. Offering samples is an interactive way to market private label products and increase customer engagement. Today, many customers want an interactive experience at their grocery store.

Industry 73

Industry Brands Rewards Programs Loyalty 73

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

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. Spend face-time with customers.

Healthcare 54

Healthcare Leadership Innovation Voice of Customer 54

Second to None

FEBRUARY 19, 2018

The following article was written by Accenture Interactive for Adweek , and it details four of the most common mistakes that organizations make when implementing these personalization tactics. With that in mind, here are four key concepts to keep in mind when thinking about how you’ll do personalization in 2018: 1.

Brands 59

Brands Retail Consumers Guidelines 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. We also create new ways to engage customers and get them engaged with the yoga community.

Net Promoter Score 59

Net Promoter Score Effort Score NPS Voice of Customer 59

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]

Omni-Channel 69

Omni-Channel Multi-Channel B2C Customer Centricity 69

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. Now Is The Best Time For Real Customer Relationships. Social platforms make it convenient to find out what is happening in your customers’ lives.

Technology 54

Technology Brands Voice of Customer Communication 54

Stella Connect

OCTOBER 26, 2021

Managers spend their days coaching and training their team on brand standards, best practices, and overcoming common customer issues. QA reviewers scratch the surface of team performance, but with so many interactions and so little time, aren’t able to dive deeper.

Call Center 52

Call Center Management Contact Center Effort Score 52

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

CX University

JANUARY 20, 2021

My career started to turn around for the better in 2018 when I joined Delta Dental of California to create a CX Center of Excellence virtually from scratch. Readings, videos, and interactive engagement exercises rounded out a well-designed study program. Sadly, I let the certification lapse. Be prepared to do some math.

Study 52

Study Exercises Fashion Guidelines 52

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. The iPhone took only 2.5

Brands 54

Brands Voice of Customer Connections Customers 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]

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 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. Sometimes, this also means creating interactive content that utilizes the unique capabilities of smart devices. The question is: How do you get started?

Marketing 59

Marketing Advertising Social Media Voice of Customer 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 76

Loyalty B2C Brands Study 76

CX Journey

SEPTEMBER 19, 2018

It appeared on their blog on March 22, 2018. Well, they're not dead (yet), but companies are certainly looking for alternative approaches to customer and employee listening in light of the fact that survey burnout is a real problem. the folks who interact with - and talk to - them the most.

Customer Journeys 86

Customer Journeys Social Media Employee Experience Feedback 86

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. Great marketing strategies are built around data, and existing customers provide you with plenty of that.

Omni-Channel 54

Omni-Channel Brands Voice of Customer Customers 54

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. Take a look at how all of your competition asks for feedback at the end of interactions with customers. You can take advantage of AI to see how customers interact online.

Ecommerce 52

Ecommerce Chatbots How To Feedback 52

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

Team HGS

FEBRUARY 13, 2018

At our February 7 webinar, Andrew Kokes, HGS Global Head of Marketing, and Henry Bruckstein, Founder, CANAM Research jointly presented the results of our first-ever “State of Customer Experience” Survey of nearly 100 customer experience executives, vice presidents, and directors. You want to share key metrics.

Net Promoter Score 40

Net Promoter Score Customer Service Chatbots Contact Center 40

COPC

SEPTEMBER 3, 2019

They also have a growing expectation that enterprises will interact with them using a more creative approach, and provide them with customized services based on a much deeper understanding of their needs. In 2018, our forecasting accuracy had reached 96%. By the middle of 2018, the average daily volume of self-service was 4.84

Financial 40

Financial Self Service System Customer Satisfaction 40

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

Kustomer

APRIL 23, 2020

As a result, Mary claims that it is the company’s job to identify “the need of the customer according to their ever-changing expectations.”. Building on this, the customer’s experience is established through each of the interactions they have with a company. The Five Drivers of Customer Satisfaction. Or what was it, 2018?

Customer Satisfaction 52

Customer Satisfaction Customers Innovation Customer Service 52

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. This allows us to funnel them through a new customer acquisition process.

Customer Experience 53

Customer Experience Video Sales ROI 53