Second to None

OCTOBER 25, 2018

This can also help identify key drivers for change within these ordering avenues that can help improve overall customer satisfaction and retention levels as well as influencing a better consumer perception of your brand. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Brands 63

Brands Measurement Customer Centricity Voice of Customer 63

Second to None

SEPTEMBER 18, 2018

To create an effective overall brand experience employees must strive to reduce consumer effort within every individual touchpoint. One pillar of the brand experience that is especially influenced by employee engagement is customer support, especially within your organizational call-center. 1,2 [link]. 3,4,5 [link].

Call Center 48

Call Center Effort Score Net Promoter Score Voice of Customer 48

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] 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]

Brands 72

Brands Leadership Voice of Customer Omni-Channel 72

Second to None

FEBRUARY 4, 2020

Once data has been collected regarding the value that employees are hoping to gain from the company they work for, organizations will find that once they provide this value, it will directly impact brand perception and customer satisfaction. 1] [link]. [2] 2] [link]. [3] 3] [link].

Customer Satisfaction 74

Customer Satisfaction Leadership Touchpoint Customer Centricity 74

Second to None

JUNE 14, 2018

Each NPS strategy will be unique to every individual organization, but ultimately if your organization is striving to reduce as much customer effort and provide optimized value at each touchpoint, consumers will notice and begin talking to their friends and families. 1] [link]. The post Has Your Brand Adopted The NPS Philosophy?

NPS 66

NPS Brands Net Promoter Score Effort Score 66

Second to None

JUNE 26, 2018

A customer should never feel stressed or taxed when they are moving between in-store or online channels, and mystery shopping can help you unlock information about each of these steps to help retain this desired consistency. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Retail 63

Retail Brands Omni-Channel Fashion 63

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.

Omni-Channel 76

Omni-Channel Customer Centricity Brands Strategy 76

Second to None

JULY 25, 2019

Based on customer surveys deployed throughout the customer journey , businesses are awarded a Customer Effort Score that indicates how enjoyable it is to interact with the brand at various touchpoints. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Innovation 80

Innovation Effort Score Travel Transportation 80

Second to None

MARCH 6, 2018

These measurement programs can help maintain the ideal experience of your brand, especially if there is a third-party that is completing the delivery phase of the customer journey. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. 1,2,3 [link].

How To 67

How To Voice of Customer Brands Measurement 67

Second to None

FEBRUARY 4, 2020

Consumer products companies and retailers who create those digital touchpoints have a much better shot at getting the shopper’s attention and loyalty before competitors, many of whom aren’t even in the game yet.”. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Customer Journeys 48

Customer Journeys Retail Apparel Consumers 48

Beyond Philosophy

DECEMBER 23, 2015

Reflective of the escalating focus on customer data, experiences, and relationships across all methods of communication and access, the role is rapidly evolving and morphing; however, there is general agreement regarding its significance in building and sustaining true value, planning capability, and enterprise customer-centricity.

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

Alida

NOVEMBER 8, 2017

She joins Vision Critical with more than 14 years’ experience in driving customer experience programs, delivering successful initiatives and aligning departmental silos around the voice of customers. Why is it important to have customers at the heart of decision-making at a strategic level?

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Strategy Leadership 50

Second to None

APRIL 9, 2018

“The power of using that data to better appeal to her at every touchpoint and understand her in a deeper way enables us to create these experiences that she cares about across our channels. ” Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Brands 54

Brands Retail Loyalty Fashion 54

SurveySensum

NOVEMBER 11, 2021

Its CX consultants and implementation teams help you run your CX program so you can focus on driving results. Use inbuilt survey templates to build effective and audience-specific surveys for different touchpoints at lightning speed. Moreover, their teams will help you with WHEN to launch WHICH survey at WHICH touchpoint.

Multi-Channel 52

Multi-Channel Analytics Analysis Touchpoint 52

Wootric CX Blog

FEBRUARY 14, 2019

She was tapped to look after the customer experience as a whole as company growth accelerated. 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. A CX Consulting. Angus Yang. Joey Coleman.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Second to None

FEBRUARY 14, 2018

As technology increases, customers are interacting with brands in completely novel ways. Because of these new trends, brands need to constantly measure and update the value they are providing to customers at these different touchpoints. You may be amazed at the number of qualified applicants you find.”

Trends 63

Trends Social Media e-support Chatbots 63

Second to None

MARCH 21, 2018

When I was at American Express, we physically tracked every customer touchpoint for a month and used our real-world discoveries to make empathetic and more personalized changes that improved our client acquisition rates by 46 percent. Be what you say you are.

B2B 59

B2B B2C Transportation Voice of Customer 59

CSM Magazine

AUGUST 22, 2019

.” – Michelle Buckley, Director of Operations, Customer Relations/Rapid Rewards, Southwest Airlines. External Customer Facing Strategy : How can we thrive in the age of exceptional experiences and develop an innovative 2020 strategy to surpass our competition? VP, Customer Success, General Electric, GE Digital.

Customer Service Strategies 40

Customer Service Strategies Meeting Strategy Customer Service 40

Second to None

APRIL 2, 2018

To nurture your existing customer relationships, you need to meet your audience members where they are. And when it comes to digital touchpoints, they could be anywhere. Omnichannel means delivering a strong brand experience wherever your customers find you.

Omni-Channel 54

Omni-Channel Brands Voice of Customer Customers 54

ClearAction

AUGUST 2, 2016

That’s according to a series of global B2B customer experience studies that I led. 80% of B2B companies said they track voice-of-the-customer (VoC) as a means to improve business processes and 63% do it to increase customer-centricity. So, are we really setting ourselves up for success in these objectives?

B2B 48

B2B Customer Experience Customer Centricity Customer Experience Management 48

Second to None

OCTOBER 2, 2018

Brands can still reach their audiences through traditional mediums, such as print publications and direct mail, but now they can also access their target market within a wide range of digital touchpoints. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

How To 59

How To Social Media Employee Engagement Brands 59

Second to None

FEBRUARY 23, 2018

The statistics support adopting more personalized communications when it comes to creating touchpoints between customers and business personnel. A survey from Verint polled 25,000 respondents across 12 countries and found that 79 percent of customers desire a direct a direct, personal, human interaction with a business.

Technology 54

Technology Brands Voice of Customer Communication 54

Experience Matters

APRIL 7, 2015

The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), Our services team has helped with over 1,000 customer experience management initiatives.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Storyminers

JULY 29, 2016

With a clearer picture of your customers, you’ll know how to become best at retaining them. Principal, Spencer X Smith Consulting. The most effective customer retention strategy – use your social media accounts to engage with what your customers are sharing online. Content Marketing Consultant, Honigman Media.

B2C 124

B2C Customer Retention Strategy Brands 124

ClearAction

FEBRUARY 23, 2015

Capture the customers' actual experience: not a series of steps, and not a series of ratings about your company's performance! For B2B in particular, find out who cares about what and why for each step of the customer experience journey. Comments are Customer Experience Gold.

Customer Journeys 48

Customer Journeys Customer Experience ROI Customers 48