Second to None

APRIL 26, 2018

Understanding the way that employees are performing on the frontlines can serve as a difference maker for brands hoping to create a leading Customer Experience platform. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Brand Values 59

Brand Values Brands Leadership Voice of Customer 59

Russel Lolacher

JUNE 15, 2021

Voice of Customer (VoC) Programs – this is a focus on capturing, analyzing and reporting on all customer feedback—expectations, likes, and dislikes—associated with your company. Done through direct discussions or interviews, surveys, focus groups, observation, warranty data, field reports, complaint logs, etc.

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

GetFeedback

MAY 9, 2019

They’re also empowered with the necessary tools and encouraged to actively contribute to the customer experience. Customer-centric culture: Your company’s brand values must align with putting the customer’s needs first and fostering customer sympathy.

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

ijgolding

JUNE 9, 2015

If you have followed my writing for a while, you will be very much aware that I am very proud and passionate Customer Experience Professional (CXP). One of a growing number of ‘specialists’ in the newly recognised professional field, this group of skilled, experienced practitioners is growing in number on a weekly basis.

Customer Experience Professionals 120

Customer Experience Professionals Leadership Customer Experience Effort Score 120

Think Customers

DECEMBER 13, 2021

You can also use data collection to build a more nuanced understanding for the “why” behind your customer journey maps. Qualitative research methods—such as customer interviews, focus groups, and even ride-a-longs—can help collect insights directly from the customer.

Customer Journeys 52

Customer Journeys Roadmap Metrics Strategy 52

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. According to Finance Digest , 95% of customer interactions will be managed with AI by 2025. Both groups of technologies can be utilized to make analytics more actionable. Why are your customers turning away from you?

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. According to Accenture , 85% of customer interactions will be managed with AI by 2020. Both groups of technologies can be utilized to make analytics more actionable. Why are your customers turning away from you?

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286