Kayako

SEPTEMBER 20, 2018

In this article, we take a closer look at ten of the customer experience best practices that all B2B sales teams should adopt, in order to stay competitive, meet or exceed expectations, and build loyalty. . Make Customer Experience a Priority . Make Use of Voice of Customer Data.

B2B 203

B2B Sales Customer Experience Customer Journeys 203

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. There’s always so much to learn! CX Click To Tweet. About Eric Smuda.

Employee Experience 143

Employee Experience Loyalty Programs Chief Customer Officer Loyalty 143

Second to None

APRIL 4, 2018

Creating loyalty amongst your target customers serves a challenge for brands in any industry, and ultimately, those organizations that do inspire customers to return to their brand are positioning themselves for continued success. How are retailers working to retain customers and maintain a loyal customer base?

How To 54

How To Retail Effort Score Voice of Customer 54

Second to None

FEBRUARY 19, 2019

3] Offering a sense of familiarity and consistency, private brands have proven to increase trust and loyalty in customers. PYMNTS.com’s data shows that 51% of customers choose to shop at a store specifically for its private brand. [4] Loyalty and Rewards. Samples help to transform your store into a destination.

Industry 73

Industry Brands Rewards Programs Loyalty 73

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

Second to None

MAY 9, 2019

Though over the years, customers have grown to be skeptical towards the collection of consumer data. Salesforce’s 2018 “State of the Connected Customer” report revealed that 62 percent of customers are more afraid of their data being compromised now than they were two years ago. [1] Keep your Data Safe.

Data 86

Data Social Media Study Consumers 86

Second to None

FEBRUARY 19, 2019

3] Offering a sense of familiarity and consistency, private brands have proven to increase trust and loyalty in customers. PYMNTS.com’s data shows that 51% of customers choose to shop at a store specifically for its private brand. [4] Loyalty and Rewards. 1,2,4] (2018). PYMNTS.com. [3] 3] [link]. [5]

Industry 48

Industry Brands Rewards Programs Loyalty 48

Second to None

APRIL 26, 2019

The same concept is true for the Service Recovery Paradox (SRP), a phenomenon that refers to the scenario in which a customer’s loyalty is increased after a company corrects a mistake, more so than had the mistake never occurred. According to a study by Magnini, these are incidents that do not lead to increased loyalty. [2]

Loyalty 81

Loyalty B2C Brands Study 81

Second to None

APRIL 26, 2019

The same concept is true for the Service Recovery Paradox (SRP), a phenomenon that refers to the scenario in which a customer’s loyalty is increased after a company corrects a mistake, more so than had the mistake never occurred. According to a study by Magnini, these are incidents that do not lead to increased loyalty. [2]

Loyalty 76

Loyalty B2C Brands Study 76

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

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

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). Results for subscription-based model: . 1] [link]. [2] 2] [link].

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). Results for subscription-based model: . 1] [link]. [2] 2] [link].

ROI 48

ROI Effort Score Study Financial 48

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

CX Journey

APRIL 10, 2019

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud; it appeared on their blog on October 1, 2018. Be sure to listen on social media, in online reviews, via customer advisory boards, etc. I started to reflect on what was said and then began jotting down a list that grew much longer than I thought it would!

Survey 146

Survey Metrics Feedback Social Media 146

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

SEPTEMBER 13, 2018

1] Amazon provides its customers with unprecedented convenience, product selection, all matched with above-average customer service and a beloved Prime loyalty program. Customers can log on to their marketplace and access products across every industry, provided by third-party vendors or Amazon themselves.

Retail 54

Retail Brands Fashion Voice of Customer 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. As loyalty improves, revenue goes up.” Are you listening to the wrong signals?

Brands 59

Brands Retail Consumers Guidelines 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

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

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

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

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

CX Journey

APRIL 10, 2019

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud; it appeared on their blog on October 1, 2018. Be sure to listen on social media, in online reviews, via customer advisory boards, etc. I started to reflect on what was said and then began jotting down a list that grew much longer than I thought it would!

Survey 80

Survey Metrics Feedback Social Media 80

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

Strativity

JULY 18, 2018

2018 has been declared as a year of reckoning by Forrester. At the top of Forrester’s 2018 prediction is the claim that Customer Experience (CX) programs have hit a wall. Practitioners have generated a great deal of activity around journey mapping, voice-of-customer programs, and implementing quick wins.

Customer Journeys 40

Customer Journeys Tips Net Promoter Score Touchpoint 40

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

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

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

Stella Connect

OCTOBER 26, 2021

In truth, your call center performance management program can unlock untapped potential for customer loyalty, agent retention and happiness, and overall bottom-line business value. 4 Business Benefits of Using Customer Feedback in Call Center Performance Management. But, it doesn’t have to be.

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

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

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