Second to None

JULY 22, 2020

As consumers follow social distancing guidelines, curbside pickup is becoming the channel of choice. According to Accenture , one in five of consumers who recently placed a grocery order online, did so for the first time. Consumers in grocery stores are continually embracing this new normal of purchasing to meet their everyday needs.

Retail 114

Retail Guidelines Consumers Wait Times 114

CSM Magazine

MAY 16, 2023

Additionally, due to the sensitivity of the fintech ecosystem – talking about money and handling financial information – strong relationships between fintechs and their customer base are imperative. Providing an outstanding customer support experience can strengthen these relationships.

B2B 52

B2B Financial Customer Centricity B2C 52

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. Voice of Customer Maturity Today 2. So, what does it mean? Outline: 1.

Voice of Customer 62

Voice of Customer B2B Leadership Effort Score 62

Thematic

APRIL 12, 2023

When is the right time to establish a customer experience - or voice of customer - programme for your company? Whether your company is just getting started, or already well established, a voice of customer programme is essential. Even more claim they’re customer first. This is always the expectation.

Customer Centricity 62

Customer Centricity Culture Company Omni-Channel 62

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

SurveySparrow

MARCH 21, 2022

Did you know that according to Dimensional Research , 39% of customers will avoid a company for over two years after a bad customer service experience? If you thought that was bad enough, wait until you learn that four out of ten consumers will recommend others not to frequent your business if they have had a poor experience with you.

Survey 52

Survey Net Promoter Score Voice of Customer Effort Score 52

Second to None

FEBRUARY 1, 2019

Referrals play a crucial role in the growth of a company’s customer base. Unlike traditional methods of advertisement, the referral system is fueled by the circulation of information by reliable sources (Promoters) whom your potential customers already trust. Trust is critical in this age of information overload. 1,2 [link].

Net Promoter Score 82

Net Promoter Score NPS Effort Score Metrics 82

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

CustomerSuccessBox

MAY 9, 2022

Customer data may reside in the following categories, depending on your organization: Customer engagement CRM Support Tickets Surveys Product Financial Contract terms Customer Success Tool. Voice of Customer. Customer service.

Customer Success 52

Customer Success Net Promoter Score How To Metrics 52

ShepHyken

FEBRUARY 16, 2018

This week we feature an article by Daniel Bakst who explains why competitive benchmarking is key to better serving your customer base. – Shep Hyken. Contextualizing your brand’s place amongst competitors in the industry you encompass is vital to creating a leading Customer Experience.

Measurement 86

Measurement Ecommerce Analysis Industry 86

Second to None

APRIL 4, 2018

Retailers work relentlessly for that initial purchase, with carefully timed emails, curated content and maintaining the right frequency of communication, but what happens after the retailer succeeds and that customer makes that long-awaited first purchase? How are retailers working to retain customers and maintain a loyal customer base?

How To 54

How To Retail Effort Score Voice of Customer 54

Lumoa

OCTOBER 31, 2018

It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. We asked 15 experts these three questions to figure out what direction industry is taking: How do you see the future of customer experience? Three words: voice of customer.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Second to None

APRIL 18, 2019

Influencer marketing is a marketing strategy in which brands leverage the clout, or following, of popular social media presences to market their product or service through consumer-relevant channels. 2] So how does influencer marketing tie into the customer experience and the ultimate quest to better understand the consumer?

Marketing 76

Marketing Customer Experience Social Media Fashion 76

SurveySensum

DECEMBER 22, 2022

And yet, it has the most loyal customer base. . – Well, one thing that Zara does is, it knows what to focus on and how to make its customers happy. That’s why they take customer feedback SERIOUSLY. . Voice of Customer (VOC) – Brief. Customer feedback is crucial for any business’ growth.

Customer Retention 52

Customer Retention Customer Success Loyalty Programs Social Media 52

Beyond Philosophy

AUGUST 15, 2019

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. Some examples are Net Promoter Score ® (NPS) or Customer Satisfaction surveys. The Types of Data for Your Metrics.

Measurement 125

Measurement Net Promoter Score NPS Effort Score 125

Second to None

AUGUST 23, 2018

It’s important that your company and brand appeals to the existing market and customer base. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. They can give you an idea of how long your branding will last before becoming stale within your industry.

Brands 59

Brands How To Voice of Customer Consulting 59

Kitewheel

AUGUST 10, 2020

For a journey practitioner, both means of reaching consumers are valuable in their own ways. For example, a company with a mostly young female customer base may want to target women between the ages of 18 and 24, and a brand based in California would want to market towards people in that state. Organic Has Limited Reach.

Social Media 52

Social Media Customer Journeys Advertising Brands 52

Alida

OCTOBER 18, 2018

Our flagship customer intelligence event in London was a great opportunity to discuss the latest innovations and product updates in the industry, the constantly evolving expectations of today’s consumer, and how to deliver a superior customer experience in 2018. What does consumer trust mean?

How To 113

How To Groups Customers Innovation 113

ShepHyken

JULY 20, 2018

Interactions between brands and consumers are changing across virtually every industry, making it more important than ever that your organization strives to encourage consistency within every moment of the customer journey. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Social Media 47

Social Media Brands Consumers Customer Centricity 47

Second to None

MARCH 7, 2018

Segment and score customers. How can you logically approach understanding and engaging customers? This is the widespread practice of dividing your customer base into groups of individuals/companies that share similar traits and variables. Ad-hoc engagement involves calls to customers based on data-driven outreach.

Customer Engagement 54

Customer Engagement Engagement Effort Score Groups 54

ClearAction

JANUARY 6, 2021

2) Start picturing customer experience holistically. You are a customer of many companies as an individual consumer: you know that your experience begins far before an interaction and ends when you no longer have the need for a type of solution. 14) Start making voice-of-customer relevant and vital to every role in your company.

Tips 77

Tips Customer Experience Net Promoter Score Customer Journeys 77

SurveySensum

JULY 27, 2023

They’re the pioneer at recommending the perfect shows and movies based on your ratings and watching history. That’s also the power of understanding customer feedback and data. Customer feedback is an invaluable tool that empowers retailers to create exceptional, personalized experiences that keep customers coming back for more.

Retail 52

Retail Examples Feedback Customer Experience 52

Doing CX Right

SEPTEMBER 5, 2020

Research Tells Us: In 2016, in what was possibly the most meta consumer survey of all time, a 2016 OpinionLabs study revealed that 72% of consumers didn’t like being surveyed by brands. Below is a summary of our conversations and tips about making VOC surveys more compelling.

Survey 52

Survey Travel Feedback Study 52

OpinionLab

JUNE 8, 2017

In my last blog , I explained why listening to customers can provide greater customer understanding than merely observing their behavior. Many companies seem to agree as evidenced by the number of Voice of the Customer (VoC) programs that exist and increasing amounts of feedback consumers are being asked for.

Customer Experience 68

Customer Experience Social Media Feedback Survey 68

Storyminers

JULY 29, 2016

In today’s competitive marketplace, consumers have an increasing amount of choices- and they aren’t afraid to try them. There always seems to be a new product, service, or experience within reach of a brand’s current customer. And as we all know, replacing an existing customer costs 7 times more than retaining them.

B2C 124

B2C Customer Retention Strategy Brands 124

OpinionLab

AUGUST 29, 2017

For this, you need to know the specifics of how customers behave and what they actually want. This is exactly why we recently surveyed 24,000 consumers and 1,000 businesses globally. This group will inevitably make up an increasingly greater proportion of your customer base as time moves on so this is an extremely important point.

Omni-Channel 166

Omni-Channel Consumers How To Touchpoint 166

Waypoint Group

JANUARY 23, 2015

But with so many options for what is “deemed important” in customer success, a B2B voice-of-customer (VoC) dashboard has a unique set of requirements. These are the six key performance indicators (KPI’s) we’ve determined to be necessary on every customer feedback dashboard: % of Identified Promoters.

B2B 40

B2B NPS Guidelines Metrics 40

ClearAction

JANUARY 16, 2016

has taken on a life of its own, and it's all-consuming. If we adopt the New Wisdom approach, we will certainly see an increase in the percentage of executives who have faith in seeing strong business results from customer experience management. Make it everyone’s goal to prevent recurrence of customer hassles.

Customer Experience Management 48

Customer Experience Management Customer Journeys Policies Customer Centricity 48

OpinionLab

SEPTEMBER 12, 2017

Think of the money they spent on me and then project that across an entire customer base. No matter how much you want to know about me, 50 questions that you design will never give you the answer of who I am as a consumer. That’s a lot of dollars! Listening is the key, regardless of the latest fad in the marketplace.

NPS 94

NPS Effort Score Net Promoter Score Survey 94

Waypoint Group

OCTOBER 17, 2019

But the meaning of verbal feedback received during customer calls was based on the CSM’s interpretation.” That’s why they decided to leverage TopBox TM combined with Waypoint Group’s in-depth understanding of customer feedback. TopBox is “ customer engagement” and enables a feedback program.

Customer Engagement 40

Customer Engagement B2B Engagement NPS 40

Lumoa

NOVEMBER 21, 2023

When it comes to increasing profitability and retaining a loyal customer base, the ability to smartly source, analyze, and use customer feedback data to enhance services and products makes all the difference. But it is one thing to claim that a business values customer feedback and another to sift out the actionable data.

Analysis 208

Analysis Feedback Social Media Chatbots 208

CX Accelerator

JULY 22, 2019

To find out the answers to these questions and more, it’s important to ask customers and listen to what their responses are. Alternatively, a more cost-effective VOC approach is to deliver web-based surveys through email, chat sessions, or text messages. Typically, a form designer creates web-based VOC surveys.

Contact Center 182

Contact Center Analytics Effort Score Net Promoter Score 182

CX Accelerator

JULY 22, 2019

To find out the answers to these questions and more, it’s important to ask customers and listen to what their responses are. Fortunately, tools do exist that collect direct customer feedback, or Voice of Customer (VoC), which can give insight as to the level of service they received so operations can be enhanced.

Contact Center 174

Contact Center Analytics Effort Score Net Promoter Score 174

InMoment XI

JUNE 28, 2022

Online reviews are a great source of unsolicited customer feedback, and they often offer perspective from a different segment of the customer base than surveys or other feedback channels.

Analytics 98

Analytics Feedback Report Industry 98

Hello Customer

OCTOBER 6, 2021

What do we mean by Voice of the Customer? Because the hard truth is that for many customers, it’s not. However, 76% of consumers expect brands to share their values and contribute in some way to their quality of life and well-being. Enter Voice of Customer data.

Touchpoint 76

Touchpoint Voice of Customer Customer Journeys Feedback 76

Retently

AUGUST 9, 2018

Customers’ desires are usually classified in a hierarchical structure, and each desire or need is assigned a certain level of priority depending on your business’ goals. Voice of Customer also represents your existing and target customers’ opinions regarding your products and services.

Feedback 93

Feedback CEM Net Promoter Score Social Media 93

SurveySensum

DECEMBER 14, 2023

NPS has long been a go-to metric for businesses seeking to gauge customer loyalty and satisfaction. However, as businesses adapt to changing consumer behaviors and expectations, a critical question emerges – ‘ Is NPS still relevant in the ever-changing business environment? ’

NPS 52

NPS Customer Experience Effort Score Metrics 52