Remove 2019 Remove Consumers Remove Innovation Remove Voice of Customer
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Sparq Fall ’19 Release Empowers Brands in Today’s Data Privacy Landscape

Alida

It’s hard not to notice what’s going on in the world of data privacy these days. From new regulations on the table in multiple jurisdictions globally to huge brands being fined millions of dollars in massive penalties due to data breaches and lack of compliance with existing regulations, the free-for-all consumer data collection practices are being left by the wayside for a more transparent customer experience.

Brands 144
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Innovation in Customer Effort

Second to None

With new technologies and consumer trends, the concept of customer effort has evolved tremendously over the years. In the current day, customers cannot be bothered to exert any unnecessary energy, and why should they? It is the age of the consumer, which leaves the heavy lifting to the brands. So what exactly is customer effort and why is it important? Measuring Customer Effort. Anticipate Customer Needs.

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Personalizing the Mobile Customer Experience

Second to None

Joking aside, mobile engagement is at an all-time high, which in-turn has changed the way customers think and behave. Over the years mobile practices have shifted customer interactions from face to face to screen to screen. While a screen interaction may seem less personal, data shows that personalization is only increasing with the integration of mobile consumer services. Consumers want an effortless experience that is tailored to their needs and interests.

B2C 70
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Digging Deeper into Net Promoter Score

Second to None

Since its introduction by Fred Reichheld, Net Promoter Score (NPS) has initiated a discussion of its effectiveness in overall growth. NPS is a metric that is used to measure customer loyalty and satisfaction. Numerous organizations have adopted it over the course of the past two decades. The metric is derived from the question of “how likely, on a scale of 1-10, are you to recommend this brand to others?” The Power of Referrals.

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Welcome Aboard! 7 Tips for Building CX into New Employee Onboarding

CX Accelerator

The first days and weeks are so critical when it comes to employee engagement and helping the employees buy in to the mission of their new company. What about the way the company treats its customers? Make CX mandatory, not optional right from the start For those companies serious about a customer-centric culture, this must be introduced and ingrained from day one. Previously it was more of a, 'here are some things you can do if you'd like.'"

Tips 244
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Are you Making Big Changes to Avoid the Customer Experience Rut?

Second to None

Research revealed little to no improvement in customer experience over the course of 2018 [1]. In his recent blog post, Colin Shaw expressed his concern about the precarious fate of CX and hypothesized the reason for the unimpressive statistics. [2] 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.

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How to Measure the ROI of CX

Second to None

In a previous blog , we looked at evidence that points to a strong correlation between customer experience and return on investment. Indeed, understanding this correlation between the two is very important, yet it leads to a new question: How does one actually calculate the ROI of CX? In order to get the stamp of approval for your CX investment, you will most likely be asked to illustrate the expected return; fair. Increase customer spend?

ROI 73
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Creating a Valuable Survey: Mistakes to Avoid

Second to None

Surveys are an efficient and low-cost method for collecting large samples of consumer data. Though creating a survey may appear to be pretty straightforward, there are countless aspects of the design process that can affect the validity of your results. The overarching goal of a survey is to collect useful data that allows one to draw conclusions, leading towards a better understanding of the customer.

Survey 72
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Welcome Aboard! 7 Tips for Building CX into New Employee Onboarding

CX Accelerator

The first days and weeks are so critical when it comes to employee engagement and helping the employees buy in to the mission of their new company. What about the way the company treats its customers? Previously it was more of a, 'here are some things you can do if you'd like.'".

Tips 182
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Welcome Aboard! 7 Tips for Building CX into New Employee Onboarding

CX Accelerator

The first days and weeks are so critical when it comes to employee engagement and helping the employees buy in to the mission of their new company. What about the way the company treats its customers? Previously it was more of a, 'here are some things you can do if you'd like.'". ,,, 3.

Tips 182
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The Top Customer Experience KPIs that you Should Know

Second to None

In the customer experience domain, KPIs provide insight based on consumer data. Collecting tangible consumer statistics aides CX teams in building stronger programs based on customer needs. So, what are the most popular customer experience KPIs across the board? According to Lumoa’s “The State of the Customer Experience” survey, these are the top six in descending order [1]. Customer Satisfaction (CSAT).

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The Pros and Cons of Implementing Social Media into your Customer Service Strategy

Second to None

So, what are the benefits of implementing social media into your customer service strategy? It decreases customer effort. Customer effort is a leading factor in determining an individual’s overall sentiment towards a brand. A single unsatisfactory interaction can terminate a customer’s loyalty indefinitely. Those with the same issue will receive second-hand assistance, saving both the customer and business time and effort.

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Connecting Your Brand with the New Generation

Second to None

Older Gen Zers witnessed their parents face economic turmoil and risk of unemployment in 2008, instilling a pragmatic attitude towards the monetary market. Granted, the younger members of Gen Z are yet to acquire a substantial amount of purchasing power due to their age. When it comes to dipping into their own income for a first-time purchase, 68 percent of Gen Zers read at least three reviews while 16 percent read at least nine. [1] They are lazy.

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Emotion Plays a Major Role in Customer Experience

Second to None

They key to success in customer experience understanding the customer and their behavioral patterns. Although emotions play a major role in governing the customer experience, their abstract implications oftentimes become background noise against tangible data. When a company prioritizes the utilitarian practices, they often miss the overarching theme of CX: the human factor. 2] They identify five layers of emotional context that affect the customer’s experience. (1)

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How Today’s CX Leaders Can Connect Customer and Employee Experience for Radical CX Innovation

inmoment

What do you think of when you hear “radical innovation?” When you look past the buzzwords, you’ll find an idea that is at the heart of technology—the idea that humans can create something that breaks the mold and changes the way we complete tasks in everyday life. . If you were to look at customer experience from a bird’s eye view, you would see a mass of legacy approaches. Customer feedback data is important, but it is also limited.

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Updated Philosophies Can Be More Impactful For Your CX Than Updated Tech

Second to None

Too often, brands blame a lack of technology or resources for their organizational problems. Rather than deflecting this blame to future purchases, the brands at the top of their industry are consistently monitoring and updating their organizational philosophies to ensure they are curating a company culture that allows employees to perform up to expectations. “Companies are rendered irrelevant by their scarcity of new thinking not the introduction of new technologies.

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We're Hiring!

Innovative CX

With record low unemployment and an economy that keeps surging along, employers are in desperate need of employees to serve their customers. And consumers may be feeling this employment gap as evidenced by long lines and slow service as new employees are hired, trained and deployed to the front-lines to serve customers. There’s plenty of focus these days on how to improve the customer experience. This phrase seems to be everywhere these days.

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CX Experts We Love

Wootric

These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. Why we love Amy: She’s head of Customer Advocacy at MindTouch. She was tapped to look after the customer experience as a whole as company growth accelerated. He’s a big believer in building relationships and is proud dad of Owen the corgi.

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The Increasing Relevance of Experiential Retail

Second to None

Amidst these adjustments, many brands have positioned themselves in the category of experiential retail. Experiential retail, a common phrase in the industry these days, refers to the movement away from transaction-forward methods and towards a holistic, immersive customer experience. Offering supplementary features such as wine bar installations, community classes, coffee shops and other creative experiences, many stores have found success in the venture of experiential retail.

Retail 48
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Considering Regional Differences When Forming B2B Relationships: The Midwest

Second to None

Of course most people are aware of the verbal differences, like how people in the south say coke whereas those in the west say soda, but the differences extend beyond accents. . Should you consider the origin of a business when choosing who to partner with? Cross-cultural business models are a pillar of international studies. Each country has their own way of getting things done based on their cultural norms, their histories and their general perceptions.

B2B 76
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Collecting Customer Data While Maintaining Trust: The Personalization Privacy Paradox

Second to None

In the customer experience domain, the way to the customer’s heart is through their personal information. 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. What will please customers and what will creep them out?

Data 73
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Why You Need to Pay Attention to Your Online Reputation

Second to None

With the proliferation of digital social platforms, there is a perpetual need to monitor the conversation around your company online. A slew of unaddressed negative reviews can result in major financial loss, making the tedious task of online reputation management (ORM) a necessary process in the success of your business. The volume of online activity around your brand will help to determine the most effective method. Customers Trust Online Reviews.

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The Channel-less Approach Versus The Omnichannel Approach

Second to None

Most customer experience professionals are familiar with the omnichannel strategy ; one which strives to create a fluid experience across all channels and platforms by utilizing centralized customer data and tracking previous interactions. The idea behind the omnichannel strategy is to be where the customer is at, on the channels they are on, with the information and awareness that they expect. brands should aim to exemplify a contextualized understanding of their customer.

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Daily Solutions for Creating a Culture of Engagement

Second to None

It may be easy for C-level leaders to place the responsibility of cultivating a culture of engagement in the hands of management while they turn their attention towards high-level business affairs. Yet, mangers’ actions reflect the expectations of leaders. According to Gallup, employees’ perception of their work culture is contingent on the actions and words of leaders. [1] Leaders set the tone for the culture of accountability on a daily basis.

Culture 71
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Three Types of CS Representatives That Drive Customers Away

Second to None

Excellent customer service is a foundational component of a great customer experience. In customer service, there is a right way to do things—and a wrong way. Your customer service team is the front-line, directly interacting with consumers. Their role is highly influential over your brand’s reputation and customer loyalty. The Unprofessional Customer Service Representative. The Needy Customer Service Representative (or Chat Bot).

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The Service Recovery Paradox: How Far Can It Go?

Second to None

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. Are brands missing opportunities to increase their customer loyalty by being too good at customer service ? The customer wants to feel that their expectations are being met , and that they are important to the business.

Loyalty 69
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The Evolution of the B2C Relationship

Second to None

We are always talking about how CX is a continuously changing practice that shifts to align with the current customer expectations and cultural norms. Yet we seldom discuss past iterations of CX that are no longer relevant to the market. While anticipation is key, reflecting on the history of CX can help to identify the factors that contributed towards changes in the past, and, in-turn help companies to become more equipped to both anticipate and cope with future changes. .

B2C 72
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Why Many CX Strategies Fail

Second to None

Great CX is not the result of desultory or half-hearted actions. Though your company may agree that it is an essential component of your overall strategy, it takes more than a conversation or the mere recognition of its importance to boast a winning CX program. s CEO, less than a third of initiatives are successful. [1] What is the reasoning for this alarmingly low number of success stories? Lack of Ownership. Customer Experience Leadership

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How Does Influencer Marketing Tie Into Customer Experience?

Second to None

Marketing strategies inevitably change over time–especially when that time covers the birth of social media, a slew of technological advances and the blossoming of a new generation. Cultural shifts have led to the adoption of new customer demands and values, pushing companies to evolve towards these changes. In an effort to reach customers in a way that resonates with the current standards, influencer marketing came into existence.

Fashion 65
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The Service Recovery Paradox: How Far Can It Go?

Second to None

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. Are brands missing opportunities to increase their customer loyalty by being too good at customer service ? The customer wants to feel that their expectations are being met , and that they are important to the business.

Loyalty 65
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Connecting Your Brand with the New Generation

Second to None

Older Gen Zers witnessed their parents face economic turmoil and risk of unemployment in 2008, instilling a pragmatic attitude towards the monetary market. Granted, the younger members of Gen Z are yet to acquire a substantial amount of purchasing power due to their age. When it comes to dipping into their own income for a first-time purchase, 68 percent of Gen Zers read at least three reviews while 16 percent read at least nine. [1] They are lazy.

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Conversations with Clients: Ding Yi (Allen), Ant Financial, Part 2

COPC

the cloud and AI) has made everything possible, and brought the opportunity for a re-establishment of industry standards.”. Ding Yi (Allen), Director of Customer Service. recently sat down with Ding Yi (Allen), Director of Customer Service, who oversees the development of artificial intelligence (AI) in customer service at Ant Financial. In Part 2 of our interview, here’s what Allen had to say: ……………………………….

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Voice of the Customer (VoC): Customer feedback for a future-proof business

delighted

Whether you’re a B2B or B2C company, relevance and longevity in your industry depend on how well your products answer the needs of your customers. However, when the time comes for you to demonstrate that understanding — during a sales conversation, customer service interaction, or through the product itself — how do you think you measure up? According to the Future of Customer Experience Survey by PWC , companies are falling short: “Only 38% of U.S.

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Strengthening Brand Experience in the Grocery Industry

Second to None

Over the last few years, the grocery industry has been disrupted by the implementation of digital services that allow customers to do their weekly shopping without ever leaving their house. Despite the rise of alternative shopping methods, brick and mortar stores continue to own most of the traffic in the industry with over 90% of customers still shopping for groceries in person. [1] 1] Customer insights from PYMNTS.com show that only 2.6%

Brands 63
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Winning Over Customers’ Hearts With Relevancy

Second to None

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. 1] Relevancy exists when a customer connects with a brand or product on an emotional level, perceiving it as conducive to their their personal values and current lifestyle. In order to reach the customer in that manner, you must know them to their core. Be Where Your Customers Are.

B2C 60
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Illustrating the ROI of CX

Second to None

Despite its critical role in a company’s success, businesses often place customer experience on the back burner when it comes to financial investment. The hesitancy towards CX investments stems from the difficulty in directly attributing revenue growth to specific changes in customer experience. Compared to clear-cut investments, the ROI of CX can appear to be ambiguous. Yet there is an increasing amount of research that illustrates the validity of CX investments.

ROI 51
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Client Interview Series: Ding Yi at Ant Financial

COPC

re-establishment of industry standards.”. Ding Yi (Allen), Director of Customer Service. recently sat down with Ding Yi (Allen), Director of Customer Service, who oversees the development of artificial intelligence (AI) in customer service at Ant Financial. We asked Allen about this, as well as Ant Financial’s foray into AI solutions for customer service contact centres. Q: What is the current status of AI development at Ant Financial?

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North America’s Must-Attend Customer Service Strategy Meeting Hits NYC

CSM Magazine

The customer service department is too often referred to as “just a cost center”. As experience overtakes price and product as a key brand differentiator, customer service is being recognized as the face of, and driver for, organization-wide strategy. With a new emphasis on the importance of customer data, support leaders hold some of the companies most valuable insights. We all have at least one thing in common – we’re passionate about Customer care.

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Illustrating the ROI of CX

Second to None

Despite its critical role in a company’s success, businesses often place customer experience on the back burner when it comes to financial investment. The hesitancy towards CX investments stems from the difficulty in directly attributing revenue growth to specific changes in customer experience. Compared to clear-cut investments, the ROI of CX can appear to be ambiguous. Yet there is an increasing amount of research that illustrates the validity of CX investments.

ROI 48
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The Increasing Relevance of Experiential Retail

Second to None

Amidst these adjustments, many brands have positioned themselves in the category of experiential retail. Experiential retail, a common phrase in the industry these days, refers to the movement away from transaction-forward methods and towards a holistic, immersive customer experience. Offering supplementary features such as wine bar installations, community classes, coffee shops and other creative experiences, many stores have found success in the space of experiential retail.

Retail 54