Second to None

AUGUST 14, 2018

Brand perception rests on a constantly changing spectrum. Understanding how consumers view your organizations plays a huge role in your employees’ ability to establish beneficial relationships with customers. In the modern landscape, customers will quickly move on from brands in which they had a poor experience.

Brands 59

Brands Customer Centricity Fashion Voice of Customer 59

Second to None

SEPTEMBER 21, 2018

As consumer purchasing options widen, it becomes increasingly challenging for retail organizations to foster a brand identity that connects with evolving consumer expectations. Different technologies have shifted the primary channels in which these interactions take place, forcing brands to adjust their experience platform.

Retail 54

Retail Consumers Brands Trends 54

Storyminers

JULY 29, 2016

And as we all know, replacing an existing customer costs 7 times more than retaining them. So how do you ensure your brand is retaining its precious customer base? We decided to ask experts one question: What is your most effective customer retention strategy for B2C brands? . Stop trying to “satisfy” customers.

B2C 124

B2C Customer Retention Strategy Brands 124

Second to None

APRIL 9, 2018

Measuring what the most successful brands are doing in any industry can serve as a great source of information for your organization. One recent initiative that organizations can learn from was implemented by the luxury brand Sephora. Loyalty is a data-driven ecosystem, so that’s hugely powerful.””

Brands 54

Brands Retail Loyalty Fashion 54

Second to None

MAY 31, 2018

Information about your brand provided by customers can serve as a valuable resource for building a leading Customer Experience platform, and the way you utilize this data can have a major impact on the culture within your organization. 1] [link]. 1] [link].

Feedback 70

Feedback Net Promoter Score Voice of Customer Leadership 70

Second to None

MAY 1, 2018

There is a massive opportunity for brands operating within digital channels to optimize the way they communicate with and provide service to consumers online. Online purchasing is at a higher level than it ever has been before, and the proliferation of the market has impacted customer perception and preferences. 1,2,3,4 [link].

Customer Service 63

Customer Service Ecommerce Chatbots Fashion 63

SurveySensum

JULY 27, 2023

Let’s take inspiration from some renowned brands! Each of these examples shows how these brands have excelled in creating customized product recommendations, personalized email campaigns, memorable in-store experiences, and many more examples! The NikePlus loyalty program is a key pillar in delivering personalized experiences.

Retail 52

Retail Examples Feedback Customer Experience 52

Second to None

APRIL 5, 2018

Creating a Customer Experience that encourages consistent satisfaction within every channel is the ultimate challenge of brands in any industry. The common perception is that all customers prefer online shopping over having to enter brick-and-mortar locations, but in reality, that is not always the case. 1,2 [link].

Ecommerce 59

Ecommerce Retail Self Service Omni-Channel 59

SuiteCX

OCTOBER 22, 2015

Doing this regularly enables you to walk the walk and help transform your enterprise into a truly customer-‐centric culture.

Customer Journeys 100

Customer Journeys Company Customer Centricity Exercises 100

Second to None

APRIL 8, 2019

Their role is highly influential over your brand’s reputation and customer loyalty. Take the time to ensure that your customer service team is well-trained and prepared to act as the face of your company. Get to the point, solve their problem, and be professional while you do it. [1] 1] [link]. [2] 2] [link]. [3]

Chatbots 82

Chatbots Self Service Customer Service Representative Fashion 82

Second to None

MARCH 7, 2018

The ability to curate high levels of customer engagement can help brands to increase their customer retention rate, which can have a direct impact on overall profitability. To learn more about customer engagement strategies, check out the following piece written by Kenneth Adams for Forbes. Get after it.

Customer Engagement 54

Customer Engagement Engagement Effort Score Groups 54

SmartKarrot

JANUARY 27, 2022

Customer education is, in fact, one of the efficient ways to cut down on the support hours for your customer success team. It is also one of the easiest modes to create awareness of your brand with the help of word-of-mouth. The question now is, what is the best way to excel customer success with effective customer education?

Customer Success 19

Customer Success Customer Journeys e-support How To 19

SmartKarrot

MARCH 16, 2022

Keeping customers engaged in the company and its offerings is tough. They need to be brand advocates who ship for you and drive long-term growth. Customer delight has become a requisite in the business world. Customer experience and customer delight are non-negotiable due to the prevalence of multiple options for customers.

Examples 10

Examples Social Media Net Promoter Score Competitive Advantage 10

Qualtrics

NOVEMBER 12, 2020

Prior to her current role, she worked at market research agencies in Australia and the US, gaining experience on projects across a variety of industries, including automotive, FMCG, insurance, fashion, energy, childcare, and electronics. I worked more on ongoing, strategic research and contributed to our voice of customer program.

Financial 26

Financial Feedback Customers Automotive 26

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Second to None

APRIL 16, 2018

Simply collecting data about how customers are interacting with your brand is not enough to curate a leading CX platform. Ultimately, your brand needs to possess the appropriate level of expertise to produce actionable outcomes from the information you collect. The customer has to come first.

Data 54

Data Call Center Measurement Brands 54

Thematic

NOVEMBER 13, 2018

In this blog, we’ll discuss how to u nderstand your Voice of Customer (VOC) insights and why this is important. What are your customers actually telling you and how do you analyze this information to get to meaningful insights? A new take on Voice of Customer: driven by insights.

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101

CX Journey

JULY 25, 2014

I smile, explaining that yes, in fact, designing, deploying, and analyzing Net Promoter Score and customer satisfaction survey programs is indeed part of what I do. “ Remember this – your frontline embodies the customer-facing expertise of your brand. Me : Neighbor : Oh, no, you don’t do that NPS bull$**t, do you?

Net Promoter Score 153

Net Promoter Score Effort Score NPS Voice of Customer 153