Second to None

SEPTEMBER 25, 2018

Any brand that hopes to connect with consumers is must reckon with the powerful nature of public scrutiny in the digital age. Consumer trust is a lucrative yet brittle aspect of any brand’s customer experience platform and the viral potential of negative public relations can instantly tarnish the public’s perception of your organization.

Consumers 109

Consumers Brands Social Media Voice of Customer 109

Thematic

MARCH 27, 2023

As part of my job, I work with organisations and help them improve and mature their Voice of Customer (VoC) programmes. This is so they can better understand and continuously improve customer experiences (CX) and ultimately drive business performance. The question of “Why is it important to mature your programme?”

Tips 71

Tips Customer Centricity Feedback Social Media 71

Second to None

JULY 22, 2020

Customers are increasingly embracing the notion of not stepping foot inside their local store, which means lost opportunity for connection. Mindful grocery retailers are thoughtfully adjusting to deliver an exceptional curbside customer experience. Second To None exists to help you activate customer joy.

Retail 114

Retail Guidelines Consumers Wait Times 114

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Second to None

MARCH 13, 2019

4] It comes down to using customer data as a robust tool to build a customer-centric mobile program. Strong, personalized CX requires the acquisition of data that oftentimes compromises the customer’s private information. The post Personalizing the Mobile Customer Experience appeared first on Second To None.

Customer Experience 82

Customer Experience Multi-Channel Consumers Customer Centricity 82

Second to None

AUGUST 9, 2019

When evaluating your brand’s customer journey , ask yourself: Are you connecting with your customer on a personal and emotional level? How do your customers feel while interacting with your brand? Emotion Creates Connections. Treat customers like loyal friends and the relationship will be mutual. . [1-4,

Loyalty 83

Loyalty Touchpoint Brands Voice of Customer 83

Second to None

AUGUST 16, 2018

Nowadays, creating a great experience requires more than training employees to provide exceptional customer service. To truly separate your banking brand from the competition requires a customer-centric , omnichannel approach. The post Is Your Financial Services Brand Measuring Its Customer Experience? 1] [link]. [2]

Financial 59

Financial Measurement Brands Self Service 59

Second to None

OCTOBER 23, 2018

Ultimately, pizza brands must be willing to collect, listen and respond to customer feedback to find success in the modern marketplace. Pizza Magazine Quarterly released a state of the industry report, offering insights into where your brand should focus its energy and resources to best connect with customers. 1,2,3,4 [link].

Brands 74

Brands Measurement Customer Centricity Poor Customer Service 74

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Second to None

SEPTEMBER 23, 2019

Customers want to know where their order is at all times, and they want to access this information from all touchpoints. Transparency illustrates a customer-centric objective from beginning to end of the customer journey. . Simplicity . Lastly, something that all brands should strive towards is simplicity. 1] [link].

Omni-Channel 76

Omni-Channel Customer Centricity Brands Strategy 76

Second to None

JUNE 12, 2018

In fact, companies that utilize data as a tool to increase the personalization within their customer touchpoints experience a 6%-10% increase in revenue.[3] Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. 1,2,3 [link].

Brands 72

Brands Leadership Voice of Customer Omni-Channel 72

Second to None

MAY 24, 2018

At the end of the day, it comes down to your employee’s ability to make real, human connections with individuals who contact your brand online , over-the-phone , or walk into your store. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Apparel 86

Apparel Competitive Advantage Retail Voice of Customer 86

Second to None

MARCH 30, 2018

But it’s their customers—their very pissed-off customers—who are doing the marketing for them. In a world where 3 billion people are connected to social and openly sharing their experiences with brands, marketing no longer happens in isolation. This brand probably spent a lot of money making that video.

Customer Experience 112

Customer Experience Airlines Brands Voice of Customer 112

RapportBoost

DECEMBER 10, 2018

While customer service is his primary expertise, Nate is able to leverage experience in professional services, marketing and sales to connect dots and solve the big problems. But it also allows us, for example maybe customer’s preferences for privacy, just to give an example, so here at Comm. Nate: Thanks everybody.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

Second to None

APRIL 12, 2019

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. Customer data is the foundation of a successful customer-centric model.

Omni-Channel 69

Omni-Channel Multi-Channel B2C Customer Centricity 69

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. 4] All these examples show major players in their space adjusting the value they provide to customers based on evolving consumer desires and industry trends.

Retail 54

Retail Consumers Brands Trends 54

Second to None

SEPTEMBER 18, 2018

Typically, customers will call these helplines to resolve a specific issue and it is vital that your team is striving to reduce as much effort when completing these requests. An organization’s Customer Effort Score (CES) is a metric that is used to measure the customer support effectiveness within these interactions.

Call Center 48

Call Center Effort Score Net Promoter Score Voice of Customer 48

Second to None

AUGUST 23, 2018

The modern market is constantly shifting thanks to the highly connected world in which we live,and rebranding is an excellent way to stay on top of this changing market. In fact, rebranding is usually a slow process because it’s a safer way to ensure that customers don’t get confused.

Brands 59

Brands How To Voice of Customer Consulting 59

Second to None

JUNE 7, 2018

If your brand is not actively updating its accounts and connecting with fans via these social platforms, it is likely that your target customer has already established a relationship like this with one of your competitors. There are a few different approaches to reaching these new audiences. 1,2,3,4 [link].

Social Media 59

Social Media Voice of Customer Brands Advertising 59

Second to None

MAY 1, 2018

However, without the correct training program and reliable employees manning the helm, it can have a potentially negative impact on your brand’s ability to connect with consumers. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. 1,2,3,4 [link].

Customer Service 63

Customer Service Ecommerce Chatbots Fashion 63

Second to None

FEBRUARY 8, 2019

Those with the same issue will receive second-hand assistance, saving both the customer and business time and effort. It creates a personal connection with customers. Social media gives businesses the opportunity to provide personalized service to customers. 1-4] [link]. [5] 5] [link]. [6]

Social Media 67

Social Media Customer Service Strategies Strategy Customer Service 67

Second to None

APRIL 16, 2018

But we often can’t measure what counts: Are customers using those various touch points for different but specific purposes? Are they connected? It’s often impossible to see the customer through these scattered pieces of siloed data. How, for instance, were online ads connected to what happened in stores?

Data 54

Data Call Center Measurement Brands 54

Second to None

FEBRUARY 4, 2020

1] Aggregators are the more traditional strategy, and they take shape as online portals that make it easy for customers to connect with a variety of different restaurants. In this model, brands are simply a bridge between customers and restaurants, meaning they do not handle any of the delivery infrastructure themselves.

Customer Experience 48

Customer Experience Fashion Wait Times Customer Centricity 48

Second to None

APRIL 5, 2018

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. While there is a connected relationship between these two channels, brands will not find consistent success by investing solely in either direction. 1,2 [link].

Ecommerce 59

Ecommerce Retail Self Service Omni-Channel 59

Second to None

APRIL 4, 2019

By taking the time to connect on a more personal level, it incentivizes employees to continue their hard work. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. Simply being visible to employees will exhibit accessibility and openness. 1,2] [link].

Culture 83

Culture Engagement Leadership Customer Centricity 83

Second to None

APRIL 6, 2018

Customers are essential to every company’s success. Despite this, some organizations that claim to be customer-centric take their customers for granted. Eventually, that attitude seeps into management decisions and customer service interactions, driving away the customers that once kept the business afloat.

Brands 61

Brands Customer Centricity Voice of Customer Consumers 61

Second to None

FEBRUARY 6, 2019

Customer service employees are the face of the brand, but more often than not there is a break in the connection between executives and front-line employees. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. 1] [link]. [2] 2] [link]. [3]

Customer Experience 67

Customer Experience Voice of Customer Innovation Course 67

Second to None

MARCH 19, 2018

.” Here are four ways that IoT can help improve the customer experience in your business, according to Forrester: 1. Customers increasingly expect that their IoT devices will connect with pertinent locations and customer support, the report noted. Monitor and improve experiences with company offerings. ” 2.

Voice of Customer 59

Voice of Customer Report Brands Customer Journeys 59

Second to None

MARCH 12, 2018

How will advancements in machine learning and artificial intelligence help my customer? My Connection. Today’s technology connects humans to information and each other every minute of every day. People who are used to always being connected has made them more sophisticated in their digital interactions.

Brands 54

Brands Voice of Customer Connections Customers 54

Second to None

MAY 3, 2018

Every industry has been forced to adjust to this new reality, and as these changes have occurred, so too have the expectations of customers. The goal of any Customer Experience platform is to inspire a mutual connection between your brand the consumers you serve. 1] [link]. [2] 2] [link]. [3] 3] [link].

Interaction 59

Interaction Strategy Voice of Customer Brands 59

Second to None

JULY 31, 2018

Sam is an experienced writer and marketing consultant. Certain features, like mobile application support, allow your customer support agents to instantly connect with your customers or website visitors from any mobile device or vice versa. The following article is a guest submission written by Sam Makad.

Study 59

Study Voice of Customer Consulting Brands 59

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

Wootric CX Blog

FEBRUARY 14, 2019

Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers. Why we love Angus: He’s the Customer Experience Manager at Sendoso and prides himself in “helping people connect the old fashion way.” Angus Yang.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Second to None

MAY 9, 2019

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. 1,3] [link]. [2][link]. 2][link]. [4] 4] [link]. [5][link].

Data 86

Data Social Media Study Consumers 86

Second to None

FEBRUARY 19, 2019

Private brands allow stores to provide a unique experience while curating an emotional connection between the brand and shoppers. 3] Offering a sense of familiarity and consistency, private brands have proven to increase trust and loyalty in customers. Private Brand (PB). 3] [link]. [5] 5] [link]. [6]

Industry 73

Industry Brands Rewards Programs Loyalty 73

Second to None

MARCH 8, 2019

The internal health of the body is directly connected to its performance and ability to grow. In several studies looking at Glassdoor reviews, research found a significant connection between workplace satisfaction and financial performance. If organs are to the body, employees are to the business. in its market value. 2,4] [link]. [3]

Study 48

Study Financial Customer Centricity Employee Experience 48

Second to None

APRIL 26, 2019

Otherwise, we might end relationships prematurely and miss out on the many benefits of social connection. [1]. At the end of the day, customers are human and they understand that companies are comprised of humans as well. 2,3] [link]. Our solutions are developed on the basis of solid research and statistical science.

Loyalty 81

Loyalty B2C Brands Study 81