Second to None

OCTOBER 9, 2018

If customers are consistently making it to the stage in the customer journey where they are selecting products to checkout, but not completing the purchase, there is something that is dissuading them from making that final decision. It is impossible to eliminate cart abandonment completely. 1,2,3,4 [link].

Abandon Rate 67

Abandon Rate Online Experience Ecommerce Customer Centricity 67

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

Second to None

JULY 26, 2018

The same way that your organization strives to provide service throughout the customer journey, so too should the vendors that your organization partners with. It is common for vendors to offer programs like mystery shopping or voice of customer survey collection at a relatively low rate, but like in any industry, you get what you pay for.

Data 54

Data Voice of Customer Analytics Brands 54

Second to None

MARCH 20, 2018

Possessing the ability to group all the reviews that are submitted across these sites into one reporting portal can greatly reduce the amount of time and effort it takes to respond and provide service to customers. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Brands 85

Brands Social Media Voice of Customer Consumers 85

Second to None

JULY 17, 2018

If the vendor you work with cannot guarantee the quality of each shopper that submits a report, then the overall value of the program is diminished greatly. At Second To None , we use a five-star rating system that grades the quality of reports submitted and percentage of assignment completion, among other factors.

Customer Centricity 67

Customer Centricity Voice of Customer Report Brands 67

Second to None

MARCH 19, 2018

Businesses can capitalize on data collected by IoT devices to deliver personalized experiences to customers in the physical world, according to the report. ” Here are four ways that IoT can help improve the customer experience in your business, according to Forrester: 1. Reinvent product access and purchas.

Voice of Customer 59

Voice of Customer Report Brands Customer Journeys 59

Second to None

FEBRUARY 4, 2020

Now, customers can learn about as many brands as they choose all without leaving their couch. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. Get ahead of the competition by initializing a direct-to-consumer strategy in your sales program. 1,2 [link].

Consumers 67

Consumers Strategy How To Hospitality 67

Second to None

FEBRUARY 4, 2020

Glassdoor reports that 79% of employees would rather receive enhanced benefits to additional salary [2] , meaning organizations with the resources to provide this increase can immediately improve the satisfaction levels of their employees by granting employees more PTO hours, increased 401k match, or other kinds of benefits. 1] [link]. [2]

Customer Satisfaction 74

Customer Satisfaction Leadership Touchpoint Customer Centricity 74

Second to None

SEPTEMBER 27, 2018

2] Some customers may be willing to give employees the benefit of the doubt once or twice, but if these problems persist they will quickly be unwilling to return to any of the locations in your store network. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Retail 69

Retail Measurement Brands Omni-Channel 69

Second to None

FEBRUARY 4, 2020

It is easy to design a great Customer Experience program from the office on the sixtieth floor, but mystery shopping allows your brand to make sure that employees are performing the way your brand desires during interactions with real customers. Our solutions are developed on the basis of solid research and statistical science.

Healthcare 75

Healthcare Brands Training Customer Centricity 75

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

APRIL 4, 2018

The resulting report analyzes communication tactics between a “purchaser” and a “non-purchaser” email received during this time to determine how retailers interacted with the two audiences. The report also looked at how retailers were performing in other key areas such as Email Frequency, Content and Catalog Exposure.

How To 54

How To Retail Effort Score Voice of Customer 54

Second to None

MARCH 30, 2018

They often use different metrics and methods of reporting, too. With one or two point solutions, the inconvenience is negligible, but an entire ecosystem of point solutions ultimately creates more barriers in between the brand and the customers it’s meant to serve. They require different interfaces, credentials and workflows.

Customer Experience 112

Customer Experience Airlines Brands Voice of Customer 112

Second to None

APRIL 4, 2019

Staying in the loop of the daily happenings may mean simply browsing the company intranet for highlights or requesting weekly reports from department managers. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. Sharing is Caring. 1,2] [link].

Culture 83

Culture Engagement Leadership Customer Centricity 83

Second to None

FEBRUARY 12, 2018

Now comes the third version of the gap, which is the difference between how good a company thinks their service is versus what their customers actually believe they receive. Narrow the gap so that what you want your customers to experience is in fact what they experience.” That is a surprising, almost staggering, statistic.

Brands 59

Brands Leadership Voice of Customer Survey 59

Second to None

FEBRUARY 19, 2019

In Daymon’s ‘Private Brand Intelligence Report’, 69% of respondents claim that typically at least half of their carts are filled by private brand products. [3] 3] Offering a sense of familiarity and consistency, private brands have proven to increase trust and loyalty in customers. 3] [link]. [5] 5] [link]. [6]

Industry 73

Industry Brands Rewards Programs Loyalty 73

Second to None

MARCH 20, 2019

The program works to create a comprehensive overview of a brands online perception through curated reports that detail measurements across specific locations and sites. So do not be deterred by the task of ORM, but instead look at it as an opportunity to improve the character of your brand and grow relationships with customers online. [1-4]

Social Media 86

Social Media Brands Customer Centricity Voice of Customer 86

Second to None

MARCH 9, 2018

Unless a brand replies to 90 percent of queries, and—crucially—does this within 15 minutes (something we at The Social Element have been advising brands to include in their crisis plans for years), it won’t get the coveted fast responder status from Facebook, and it could, potentially, lose customers to those brands that respond quickly.

Social Media 69

Social Media Chatbots Customer Service Brands 69

Second to None

FEBRUARY 4, 2020

One of the best reasons to focus on Customer Experience is the high level of customer loyalty within the industry. McKinsey reports that 80% of customers that sign up and use an online food delivery brand will never or rarely leave for another platform.[4] 1,2,3,4,5 [link].

Customer Experience 48

Customer Experience Fashion Wait Times Customer Centricity 48

Second to None

JULY 31, 2018

Sam is an experienced writer and marketing consultant. This feature makes it easier to monitor key metrics, optimize the process for both your website visitors and agents, and allows for daily, weekly, and/or monthly reporting of all conversations, issues, and visitors that arrive at your website. Faster Resolution with Offline Forms.

Study 59

Study Voice of Customer Consulting Brands 59

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

APRIL 11, 2018

Customer experience requires a difficult, ongoing, organizational-wide change to fully meet the demands of customers beyond traditional programs like lead generation and outbound marketing. Get employee experience right and they will in turn create a better experience for your customers, and keep them coming back.”

Trends 54

Trends Customer Experience Self Service Voice of Customer 54

Second to None

AUGUST 26, 2019

Gartner research revealed that while 48 percent of leaders claim their CX efforts exceed management’s expectations, only 22 percent of them report the same efforts exceed customer’s expectations. [3] 3] Simply because your measurements reveal a positive trend does not mean your customers feel the same. .

Strategy 72

Strategy Chatbots Innovation Metrics 72

Second to None

FEBRUARY 16, 2018

Sometimes the research firms have more connection with the customers than the company does! Ask to see the raw data alongside the reports to deter any temptation to sanitize it. ” Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Healthcare 54

Healthcare Leadership Innovation Voice of Customer 54

Second to None

MARCH 8, 2019

A study by Social Market Foundation reported that happy employees are up to 20 percent more productive than unhappy employees. [1] Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. A happy worker is a productive worker. 2,4] [link]. [3]

Study 48

Study Financial Customer Centricity Employee Experience 48

Second to None

FEBRUARY 4, 2020

More than half (51 percent) of grocery sales are digitally-influenced, according to a new survey report from Deloitte, “ The Grocery Digital Divide: How Consumer Products Companies Can Deliver on the New Digital Imperative.”. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Customer Journeys 48

Customer Journeys Retail Apparel Consumers 48

Second to None

FEBRUARY 19, 2019

In Daymon’s ‘Private Brand Intelligence Report’, 69% of respondents claim that typically at least half of their carts are filled by private brand products. [3] 3] Offering a sense of familiarity and consistency, private brands have proven to increase trust and loyalty in customers. 1,2,4] (2018). PYMNTS.com. [3]

Industry 48

Industry Brands Rewards Programs Loyalty 48

SurveySensum

NOVEMBER 11, 2021

It is common for an acquisition to cause practical issues for the existing customers, especially since they are most sensitive to the uncertainties caused by a merger. . According to reports, Qualtrics had the highest percentage of negative reviews that described “user experience.” Reports feature to analyze and improve business.

Multi-Channel 52

Multi-Channel Analytics Analysis Touchpoint 52

Second to None

MARCH 12, 2018

By understanding the interconnected and constantly shifting decision-making framework buyer’s use, it makes it easier to get our heads around how 21 st -century customers make choices with their money. KPMG’s Global Customer Insights report, Me, My Life, My Wallet, gets into the nitty gritty of why this is the case.

Brands 54

Brands Voice of Customer Connections Customers 54

Second to None

FEBRUARY 28, 2019

The results revealed increased returns as a result of improved customer experience. Results for transaction-based models: The transaction-model data focused on the annual revenue increase per customer in relation to the CX score that the individual reported. 1] [link]. [2] 2] [link]. [3]

ROI 54

ROI Study Financial Loyalty 54

Second to None

FEBRUARY 28, 2019

The results revealed increased returns as a result of improved customer experience. Results for transaction-based models: The transaction-model data focused on the annual revenue increase per customer in relation to the CX score that the individual reported. 1] [link]. [2] 2] [link]. [3]

ROI 48

ROI Effort Score Study Financial 48

Second to None

MARCH 21, 2018

According to reports generated by Heinz Marketing and SnapApp , 41 percent of corporate buyers or purchase influencers comes from the under-40 crowd. ” Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

B2B 59

B2B B2C Transportation Voice of Customer 59

Second to None

APRIL 2, 2018

Sebastian Bryer, Ora Organic’s CTO and head of growth, reported that the company collected tens of thousands of prospects’ emails during the episode’s airing and generated hundreds of Amazon reviews within three months. The post Start Selling To Your Existing Customers appeared first on Second To None.

Omni-Channel 54

Omni-Channel Brands Voice of Customer Customers 54

Amity

APRIL 25, 2016

Alex curates the Customer Success Newsletter which is a weekly curated collection of 4 helpful articles from around the Customer Success community. The Customer Success Newsletter. Customer Success Expert - Glide Consulting. The Glide Consulting Blog. Director of Customer Success Education - CSM Practice.

Customer Success 48

Customer Success Chief Customer Officer Consulting Customer Centricity 48

SmartKarrot

MARCH 8, 2022

Anita leads a team that dives into the customer insights of B2B SaaS clients and extracts actionable information from it. They then help the clients develop a customer-centric business strategy that increases customer loyalty and retention. Annette Franz. Annette Franz is the Founder and CEO of CX Journey Inc.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

Qualtrics

FEBRUARY 17, 2021

This input allows teams of product, technical, operations, and business leaders to make sound decisions together, turning that dragster into a high-performance sports car that can handle those curves customers throw at us. She then introduced session replay and VoC tools to infuse direct customer feedback into the culture.

Metrics 26

Metrics e-support Culture Customer Centricity 26

Second to None

FEBRUARY 19, 2018

Many brands worry about being too personal, yet new data from Accenture Interactive’s personalization research indicates that 80 percent of customers report they’ve never received a communication that was too personal or invasive. Are you being creepy? As loyalty improves, revenue goes up.”

Retail 59

Retail Brands Consumers Guidelines 59