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

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

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

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!

Employee Experience 143

Employee Experience Loyalty Programs Chief Customer Officer Loyalty 143

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. Retailers should be doing the same thing.”. Do your customers trust you?

Retail 59

Retail Brands Consumers Guidelines 59

Second to None

FEBRUARY 19, 2019

1,2,4] (2018). Enterprise Retail Grocery Report October 2018. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. PYMNTS.com. [3] 3] [link]. [5] 5] [link]. [6]

Industry 48

Industry Brands Rewards Programs Loyalty 48

Second to None

FEBRUARY 19, 2019

1,2,4] PYMNTS.com, Enterprise Retail Grocery Report October 2018. [3] Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. 3] [link]. [5] 5] [link]. [6]

Industry 73

Industry Brands Rewards Programs Loyalty 73

Storyminers

JULY 6, 2020

Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. You can find those stories here.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ERDM

JANUARY 22, 2019

Article by Ernan Roman Featured in the Journal of Digital & Social Media Marketing A recent study by Retail Info Systems asked execs, ‘Who does personalisation best?’.* Through voice of customer (VoC) research, a six-step circle of value was identified (Figure 1): Figure 1: The six-step circle of value.

Customer Experience 53

Customer Experience Video Sales ROI 53

ERDM

JANUARY 22, 2019

and Scott Emmons, former Head of the Innovation Lab at Neiman Marcus Featured in the Journal of Digital & Social Media Marketing A recent study by Retail Info Systems asked execs, ‘Who does personalisation best?’.* Trust is the foundation; it opens the customer to reciprocity as a fair exchange of value.

Customer Experience 49

Customer Experience Video Sales ROI 49

Storyminers

JULY 6, 2020

Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. You can find those stories here.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

He carries broad knowledge across Customer Experience, Customer Engagement, Strategic Vendor Management, Relationship Marketing, Product Development, Risk & Partnership Management, and Online & Offline Retail Management. Ian Golding – Customer Experience Consultant, Speaker, Author, Blogger.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Kustomer

APRIL 23, 2020

And it’s been great because honestly, as the host of Voices of Customer Experience or Voices of CX, I have spoken to some of the most brilliant brains that are out there nowadays. Or what was it, 2018? It’s not like retail where you have hundreds of options.

Customer Satisfaction 52

Customer Satisfaction Customers Innovation Customer Service 52

Customer Alignment

DECEMBER 18, 2017

As I was considering ‘what to expect in 2018’, I took a step back and contemplated 2017. However, along the way many companies have ‘processed out’ any empathy or recognition of how the experience feels for a customer. Ease and efficiency won’t make customers stick around; emotion will and they will pay for a good one.

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer NPS 45

Second to None

FEBRUARY 21, 2018

You can access the piece by clicking here , or by reading below : This piece was originally published by CMO.com on February 14, 2018: “HP is in the midst of a companywide digital transformation, according to Alex Craddock, the company’s global head of marketing for personal systems. “In

Omni-Channel 54

Omni-Channel Brands Retail Consumers 54