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? Additionally, two thirds of customers expect brands to implement their feedback into improving the experience. [6]

Loyalty 83

Loyalty Touchpoint Brands Voice of Customer 83

Second to None

MARCH 29, 2019

In this case, you might choose between either Customer Effort Score (CES) or Customer Satisfaction (CSAT). Customer effort will look at the level of difficulty of interacting with the service whereas customer satisfaction examines the customer’s sentiment towards said interaction.

ROI 86

ROI Measurement Effort Score How To 86

Beyond Philosophy

AUGUST 9, 2019

With 11 books on marketing and Customer Experience, he had much to add to our discussion about the best way to handle Customer Experience measurement. <!–more–> Listen to the podcast in its entirety to learn more about Are You Using the Right Measures for your Customer Experience.

Measurement 104

Measurement Airlines Survey Voice of Customer 104

Second to None

FEBRUARY 4, 2020

Better businesses are those that take into account the voice of their customer, and make concerted efforts to improve the interactions between the two. Better customer service, higher quality products, and improved customer experiences are beneficial to everybody that spends money in America.

Customer Centricity 118

Customer Centricity Report Voice of Customer Retail 118

Second to None

MAY 17, 2018

Creating a system that collects voice of customer feedback in perpetuity is essential to understanding your brand’s place in the minds of consumers. Another area where customer communication plays a major role is through an organization’s call-center or phoneline.

Communication 86

Communication Voice of Customer Call Center Ecommerce 86

Lumoa

OCTOBER 31, 2018

Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Second to None

MARCH 20, 2018

Interactions between brands and consumers are changing across virtually every industry, making it more important than ever that your organization is striving to encourage consistency within every moment of the customer journey. Our solutions are developed on the basis of solid research and statistical science.

Brands 85

Brands Social Media Voice of Customer Consumers 85

Beyond Philosophy

MAY 1, 2021

The Verint Customer Engagement Cloud Platform draws on the latest advancements in AI and analytics, an open cloud architecture, and The Science of Customer Engagement to meet ever-increasing, ever-shifting consumer interactions and demands. A massive gap exists. Follow Colin on Linkedin and Twitter.

Customer Expectations 60

Customer Expectations Consulting Conference Analytics 60

Beyond Philosophy

AUGUST 15, 2019

Is it to reward people who interact with customers? Peppers says there are two different types of data that feed your metrics: Voice of Customer (VOC) Data: Peppers calls these metrics interactive data, meaning your customer interacts with you through a poll. The Types of Data for Your Metrics.

Measurement 125

Measurement Net Promoter Score NPS Effort Score 125

Second to None

SEPTEMBER 18, 2018

Implement mystery shopping and voice of customer survey programs to ensure that your call-center customer support staff is reducing consumer effort within each individual request. 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

SEPTEMBER 7, 2018

Another digital interaction that can have a large impact on the way customers perceive your brand experience is social media interactions. These messages are also important because it is a public display that is accessible to everyone, not just the individual within the interaction.

Brands 63

Brands Social Media Retail Voice of Customer 63

Second to None

MARCH 13, 2018

Capturing the right data is a key step in providing an appropriate value to the unique customer base served by your brand. In most instances, brands will hire a third-party to collect this information, specifically via programs like mystery shopping , voice of customer survey , or brand reputation monitoring to name a few.

Measurement 59

Measurement Voice of Customer Customer Centricity Analytics 59

Second to None

AUGUST 16, 2018

One aspect of the financial services Customer Experience that has evolved is the necessity of providing a great digital banking experience. It has now become commonplace for consumers to complete almost all the necessary interactions with your brand without even speaking to or seeing one of your employees.

Financial 59

Financial Measurement Brands Self Service 59

Second to None

MAY 31, 2018

Brands should strive to be as receptive to customer feedback as possible, collecting a trove of information that can then be converted into tangible changes to the way your team interacts with consumers. This feedback can be acquired in several different fashions, including voice of customer survey and mystery shopping programs.

Feedback 70

Feedback Net Promoter Score Voice of Customer Leadership 70

Second to None

SEPTEMBER 27, 2018

This omnichannel approach to aligning the brand experience at each of your different branch locations can help lock down long-term customer relationships, increase the profitability of each individual interaction and raise the percentage of brand ambassadors that are walking out of your stores.

Retail 69

Retail Measurement Brands Omni-Channel 69

Second to None

FEBRUARY 8, 2018

In the past, to have a leading Customer Experience platform in the fast-casual restaurant industry, employees needed to be able to deliver your brand message via great service in every individual interaction. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Omni-Channel 63

Omni-Channel Customer Experience Voice of Customer Social Media 63

Second to None

JUNE 12, 2018

The best brands prioritize implementing positivity and personalization into every interaction that a customer has along their path-to-purchase, because 93% of consumers are more likely to purchase something if they receive a positive experience.[1] 1,2,3 [link].

Brands 72

Brands Leadership Voice of Customer Omni-Channel 72

Second to None

APRIL 17, 2018

Creating a program that captures quantitative data about the performance of these employees can unlock key insights about your brand’s Customer Experience, helping brands retain the customers they interact with, rather than losing them to the increasing number of competitors.

Measurement 59

Measurement Customer Service Leadership Ecommerce 59

Second to None

OCTOBER 23, 2018

PMQ determined that half of every dollar spent on food is at restaurants[3] and when people venture into the world for a meal, it is vital that your team consistently meets consumer needs by offering a high-quality product and experience within every interaction.

Brands 74

Brands Measurement Customer Centricity Poor Customer Service 74

Second to None

MAY 22, 2018

Regardless of the industry, the best organizations are striving to optimize each individual interaction that a consumer has with your brand. This is a more generic version, that can be applied in addition to almost every interaction. In practice, a lot of retail brands do not make these efforts to optimize their customer interactions.

Apparel 54

Apparel Voice of Customer Brands Sales 54

Second to None

JUNE 26, 2018

Typically, due to the increased price point of dealing with a luxury brand, your team must handle inflated customer expectations, because even one sub-par interaction can quickly permeate and infect a vast pool of potential customers with a negative perception of your brand.

Retail 63

Retail Brands Omni-Channel Fashion 63

Second to None

APRIL 19, 2018

The data provided by these programs can serve as an essential building block to any leading Customer Experience program because it comes directly from the mouth of the consumer. In fact, in the next two years, it is estimated that 85% of a customer’s interactions with a brand will occur without any other humans.[1]Thus,

Customer Experience 54

Customer Experience Omni-Channel Ecommerce Voice of Customer 54

Second to None

OCTOBER 5, 2018

Live chat is the practice of assigning support team members to interact with consumers online, typically completing support requests or answering any other sort of question. In practice, these live chat representatives can help customers in a variety of different ways.

Chatbots 59

Chatbots Ecommerce Voice of Customer Retail 59

Second to None

MAY 1, 2018

29% of customers become annoyed by scripted employee responses,[2] meaning that those associates that handle these chat requests need to effectively empathize and personalize the interactions they have during each and every individual interaction. But even staffing your live chats to be answered by real employees is not enough.

Customer Service 63

Customer Service Ecommerce Chatbots Fashion 63

Second to None

APRIL 26, 2018

This group of service employees has a huge impact on consumers’ perception of your organization, and can either help create more brand ambassadors , or leave a toxic taste in the mouths of your customers. 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

Second to None

FEBRUARY 1, 2019

Consumers are faced with the daunting task of determining the relevance and legitimacy of the endless stream of data that constantly floods their daily interactions. We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights.

Net Promoter Score 82

Net Promoter Score NPS Effort Score Metrics 82

Second to None

FEBRUARY 4, 2020

When it comes to reducing the amount of effort it takes for customers to complete a purchase, direct-to-consumer selling strategies can serve as a vital tool. In fact, 25% of Hilton’s most loyal guests interact with the brand through these direct channels.[2]

Consumers 67

Consumers Strategy How To Hospitality 67

Second to None

MARCH 30, 2018

Creating a great Customer Experience can serve as a huge differentiator between your brand and the rest of the competition, but it can be very challenging to establish this level of service. The onus is on us, as brands, to listen up and to turn these various conversations into meaningful decisions that improve the customer’s experience.

Customer Experience 112

Customer Experience Airlines Brands Voice of Customer 112

Second to None

MARCH 19, 2018

Regardless of the many differences that make up our society, brands need to strive to treat every individual interaction with a customer the same. We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights.

Banking 81

Banking Customer Centricity Voice of Customer Brands 81

Customer Bliss

NOVEMBER 23, 2018

With the advent of self-checkout lines, mobile phones, and apps — and let’s face it, sometimes less than stellar customer service, many customers will opt out of human interaction and handle the checkout themselves; this is something Eric and his team had to solve for. CX Click To Tweet. About Eric Smuda.

Employee Experience 143

Employee Experience Loyalty Programs Chief Customer Officer Loyalty 143

Second to None

JUNE 7, 2018

There are two main types of interactions that need to be managed to curate a social media brand reputation that maintains a positive impact on your overall digital reputation. Segmenting your customer support training to adjust to the different channels they interact with customers is a good first step to establishing this value.

Social Media 59

Social Media Voice of Customer Brands Advertising 59

Second to None

FEBRUARY 22, 2019

[2] They identify five layers of emotional context that affect the customer’s experience. (1) 1) Customer temperament refers to the individual’s general personality and the ways in which they regularly react to certain situations. (2) 5) Immediate goal refers to the customer’s objective in the interaction. [3]

Customer Experience 54

Customer Experience Voice of Customer Exercises Loyalty 54

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

FEBRUARY 13, 2018

While this is a partially good scenario, because it means that you have sold out of all available products, it can also negatively impact individual interactions which can have a domino effect ultimately resulting in a trove of dissatisfied customers. This is especially true if that product is listed online.

Retail 79

Retail Voice of Customer Brands Sales 79

Second to None

JULY 25, 2019

Whether it may be interacting with employees or making a return, customers are looking for a frictionless transaction in which minimal effort is exhausted. . Measuring Customer Effort. Businesses must think beyond the measurement itself and examine all the moving parts that create the larger customer journey as a whole. .

Innovation 80

Innovation Effort Score Travel Transportation 80

Lumoa

JANUARY 9, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018?? Read the full answers: Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution. Three words: voice of customer. How to overcome those challenges?

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

Second to None

OCTOBER 16, 2018

The first step to encouraging customer engagement this holiday season is to understand where customers are finding and interacting with your brand. Meeting customers where they already are reduces the effort it takes to find your brand. Our solutions are developed on the basis of solid research and statistical science.

Customer Engagement 67

Customer Engagement Engagement Ecommerce Retail 67