Second to None

SEPTEMBER 27, 2018

By sending evaluators to measure employee performance across your different store locations, your organizational leadership is investing in quantitative data that can be used to document and rank each location under your brand umbrella. Our solutions are developed on the basis of solid research and statistical science.

Retail 69

Retail Measurement Brands Omni-Channel 69

Second to None

MARCH 19, 2018

Every moment along the customer journey can impact the way customer’s perceive your brand, including moments in which there isn’t even a direct interaction with an employee. As the Internet of Things becomes more commonplace than ever before, customers have altered expectations than in the past.

Voice of Customer 59

Voice of Customer Report Brands Customer Journeys 59

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. In a truly customer-focused organization, you might even see the gap reversed. Again, keep it short and you’ll get more customers willing to respond.

Brands 59

Brands Leadership Voice of Customer Survey 59

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, 2019

Culture is outlined by leadership, executed by management and embraced by employees. Staying in the loop of the daily happenings may mean simply browsing the company intranet for highlights or requesting weekly reports from department managers. Company culture is a fluid concept from top to bottom. Sharing is Caring.

Culture 83

Culture Engagement Leadership Customer Centricity 83

Second to None

FEBRUARY 4, 2020

The ideal mystery shopper is unrecognizable, so they should be able to capture the unfiltered behavior of frontline employees, and accurately report on their experience. This gives regional leadership more time to focus on mentoring and training employees.

Healthcare 75

Healthcare Brands Training Customer Centricity 75

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

FEBRUARY 16, 2018

It gets cleaned up and fed back to a small number of people in marketing, then further sanitized and fed back to more senior leadership. 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.

Healthcare 54

Healthcare Leadership Innovation Voice of Customer 54

Second to None

MARCH 13, 2018

However, now that there are more channels for brands to interact with customers than ever before, there is a corresponding massive amount of data that a brand must filter through in order to acquire actionable outcomes from these data-collection programs. Virtually every CX research provider will have the same bare-bones service.

Measurement 59

Measurement Voice of Customer Customer Centricity Analytics 59

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. Our solutions are developed on the basis of solid research and statistical science.

Abandon Rate 67

Abandon Rate Online Experience Ecommerce Customer Centricity 67

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

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

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 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 2, 2018

The best programs are those that provide value to the customer beyond the product or service, and continuously delight customers rather than trying to maximize profit at each step. To reach this level of performance, your entire organization from leadership to cashiers needs to buy-in.

Omni-Channel 54

Omni-Channel Brands Voice of Customer Customers 54

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

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

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

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

Beyond Philosophy

OCTOBER 21, 2021

I am also disappointed in the frequency of bad experiences I have had lately, despite the focus on Customer Experience. One of my leadership and career philosophies is “None of us are as clever as all of us.” It doesn’t connect your CRM with the point of sales to inform agents about the customers.

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

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

SmartKarrot

AUGUST 13, 2021

Thought leadership for best practice and other useful insights into product development and scaling tech start-ups. Operate as the main point of contact and advisor for all client needs including platform support, training, issue escalation, and media strategy consultation.

Customer Success 10

Customer Success Roadmap Consulting Touchpoint 10

SmartKarrot

MARCH 8, 2022

Her portfolio is gilded with leadership roles like board director, investor, COO, and P&L owner. An alumna of Yale and Stanford, Allison has contributed to the Customer Success industry as the COO of Gainsight, a prominent customer success company, and a 1B USD unicorn. Annette Franz. Daphne Lopes. Donna Weber.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

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] We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights.

Study 48

Study Financial Customer Centricity Employee Experience 48

ClearAction

DECEMBER 16, 2017

The executives were to listen, to show the customer that we cared, and to implement holding action as appropriate. Each of their direct reports (>200 executives) was to do the same. “For each Bear Hug visit, I asked that a 1-2 page report be sent to me and anyone else who could solve that customer’s problems.

Customer Centricity 54

Customer Centricity Customers Consumers Culture 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.

ROI 54

ROI Study Financial Loyalty 54

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

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.

ROI 48

ROI Effort Score Study Financial 48

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

Beyond Philosophy

DECEMBER 23, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today.

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

Second to None

JULY 5, 2018

Investing in a Customer Experience measurement program like mystery shopping is a significant albeit necessary cost to achieve success in the modern business landscape. Consumers now have more purchasing options than ever before, making it essential that your organizational leadership is equipped with high quality consumer data.

Data 59

Data Voice of Customer Brands Consumers 59

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

Second to None

SEPTEMBER 20, 2018

According to this report by Statista , web traffic from mobile phones is set to reach 52.2% We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights. Things have changed, however.

Ecommerce 54

Ecommerce Customer Experience Customer Journeys How To 54

Second to None

OCTOBER 25, 2018

The first step to a great digital customer experience is ensuring that your site is optimized functionally and aesthetically across different devices. We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights.

Brands 63

Brands Measurement Customer Centricity Voice of Customer 63

ClearAction

AUGUST 21, 2016

Using this analogy, here’s a picture of organizational adoption of customer experience excellence from Applied Materials, where I led transformation as Voice of Customer Manager, Customer Satisfaction Improvement Manager, Head of Corporate Quality, and Director of Marketing: Let’s talk about that engine.

Customer Experience 48

Customer Experience Financial B2B Trends 48

Qualtrics

FEBRUARY 20, 2019

From his influential thought leadership at Forrester, to founding the Customer Experience Professionals Association (CXPA) in 2011, it’s little wonder he’s known as the ‘Godfather of CX’. I was an internal consultant helping different business units improve their relationships with customers. There was no middle ground.

Groups 30

Groups B2B CRM Culture 30

Second to None

MARCH 26, 2018

The same owner writes articles every week for the community, free reports, hosts webinars, gives members early access to new products and courses, critiques on sales copy, articles and web design. On 5000BC, the user gets extensive 1:1 daily personal Q&As answered four to five times a day by the owner (who is a entrepreneur and owner).

Consumers 54

Consumers How To User Experience Brands 54