Second to None

JULY 25, 2019

Customer effort is a measure of how easy it is for your customer to travel through the customer journey. 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. Use your Strengths.

Innovation 80

Innovation Effort Score Travel Transportation 80

Thematic

NOVEMBER 13, 2018

In this blog, we’ll discuss how to u nderstand your Voice of Customer (VOC) insights and why this is important. What are your customers actually telling you and how do you analyze this information to get to meaningful insights? A new take on Voice of Customer: driven by insights. Better products and services.

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101

CX Journey

JUNE 22, 2017

In Part 1 of this two-part series, I left off with Step 3: Outline the Customer Lifecycle. In today's post, I'll pick up with the next step, mapping the customer journey, an important tool that helps put the customer front and center. They become the backbone of your customer experience management efforts.

Customer Journeys 146

Customer Journeys Communication Customer Centricity Social Media 146

CX Accelerator

OCTOBER 3, 2019

Make CX mandatory, not optional right from the start For those companies serious about a customer-centric culture, this must be introduced and ingrained from day one. Failure to do so is disrespecting the customer and the business." If we’re doing it right, we are creating companies full of employees focused on CX.

Tips 296

Tips Culture Exercises Feedback 296

Second to None

MAY 8, 2018

Emphasizing the customer journey is key to planning an email marketing strategy that yields similar results. There’s a lot of distracting content online, and sustaining a customer’s attention long enough that they make a purchase is difficult. How an Email Marketing Strategy Enhances the Customer Journey.

Ecommerce 59

Ecommerce Customer Journeys Brands Marketing 59

Second to None

FEBRUARY 4, 2020

This leaves ample opportunity for brands to innovate through digital technologies and deliver compelling grocery experiences. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. SOURCE: Deloitte. RELATED LINKS.

Customer Journeys 48

Customer Journeys Retail Apparel Consumers 48

Lumoa

JANUARY 9, 2018

Much of the improvement has been driven by advancements in product innovation and digital technology. HOWEVER, I also argue that despite that, too many consumers continue to endure ‘random’ or ‘unexpected’ experiences as a result of the inconsistent delivery of the end-to-end customer journey. Three words: voice of customer.

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

CX Accelerator

OCTOBER 3, 2019

Make CX mandatory, not optional right from the start For those companies serious about a customer-centric culture, this must be introduced and ingrained from day one. Failure to do so is disrespecting the customer and the business.". If we’re doing it right, we are creating companies full of employees focused on CX.

Tips 182

Tips Culture Exercises Feedback 182

CX Accelerator

OCTOBER 3, 2019

Make CX mandatory, not optional right from the start For those companies serious about a customer-centric culture, this must be introduced and ingrained from day one. Failure to do so is disrespecting the customer and the business.". ,,, 4. If we’re doing it right, we are creating companies full of employees focused on CX.

Tips 182

Tips Culture Exercises Feedback 182

Second to None

JUNE 5, 2018

A B2B company can only make a significant transformation in service delivery by improving their customer experience platform. This can be done successfully by using CX tools, like journey mapping, which can be applied on a day-to-day basis for solving the obvious business challenges posed by the B2B CX strategy in 2018.

B2B 63

B2B Strategy Customer Journeys Voice of Customer 63

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]. 1,2,3,4 [link].

Abandon Rate 67

Abandon Rate Online Experience Ecommerce Customer Centricity 67

Second to None

SEPTEMBER 25, 2018

Retaining your desired brand identity requires a diligent approach to self-measurement and an active ear listening to customer feedback. In addition to major moments of mistrust like what plagued the aforementioned brands, smaller betrayals throughout the customer journey can have a similar impact on your brand reputation.

Consumers 109

Consumers Brands Social Media Voice of Customer 109

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Barry Dalton. Bob Thompson.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Lumoa

OCTOBER 31, 2018

Much of the improvement has been driven by advancements in product innovation and digital technology. HOWEVER, I also argue that despite that, too many consumers continue to endure ‘random’ or ‘unexpected’ experiences as a result of the inconsistent delivery of the end-to-end customer journey. Three words: voice of customer.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Second to None

JULY 22, 2020

A way you can test your programs’ strength and commitment to customers is through voice of consumer surveys. These surveys will allow you to collect data across the entire customer journey from when customers place their order to receiving their delivery.

Retail 114

Retail Guidelines Consumers Wait Times 114

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Barry Dalton. Bob Thompson.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Second to None

AUGUST 9, 2018

Complete extensive Customer Experience research initiatives to get an accurate depiction of whether or not you are producing consistently satisfied customers and compare that data to industry benchmarks. An organization’s NPS is a quantifiable way to measure customer satisfaction rates. appeared first on Second To None.

Net Promoter Score 63

Net Promoter Score Telecommunications Voice of Customer NPS 63

RapportBoost

DECEMBER 10, 2018

With enterprise class performance and consumer-like ease of use, Talkdesk easily adapts to the evolving needs of sales and support teams and their end-customers resulting in increased customer satisfaction, productivity and cost savings. Learn more and request a demo at talkdesk.com. Tony: Absolutely. Any other memorable keystone?

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

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. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. 1] [link]. [2]

Communication 86

Communication Voice of Customer Call Center Ecommerce 86

Second to None

AUGUST 16, 2018

Nowadays, creating a great experience requires more than training employees to provide exceptional customer service. To truly separate your banking brand from the competition requires a customer-centric , omnichannel approach. The post Is Your Financial Services Brand Measuring Its Customer Experience? 1] [link]. [2]

Financial 59

Financial Measurement Brands Self Service 59

Second to None

AUGUST 9, 2019

In recent years, as the concept of customer experience has gained more relevance, research has exemplified the compelling influence of customer emotion. Naturally, humans experience emotional responses at all touchpoints of the customer journey, making it an essential part of the discussion. 1-4, 6] [link]. [5]

Loyalty 83

Loyalty Touchpoint Brands Voice of Customer 83

SurveySensum

JULY 14, 2020

James Dodkins – Customer Experience Influencer, Keynote Speaker, Author, CX Trainer. International Keynote Speaker, Trainer, and Content Creator, James Dodkins is named as the UK’s #1 CX Influencer by Customer Experience Magazine. LinkedIn : [link]. Website : [link]. LinkedIn : [link]. Website : [link]. LinkedIn : [link] /.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Second to None

OCTOBER 23, 2018

Attracting and retaining customers requires paying attention to your brand’s online presence as well as your team’s ability to provide a consistent value at each phase along the customer journey. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Brands 74

Brands Measurement Customer Centricity Poor Customer Service 74

ClearAction

APRIL 18, 2020

Preventing occurrence of customer issues is known as “ embedding customer-centricity DNA ” throughout your company’s culture. Thorough understanding of customers’ expectations and realities is a prerequisite to preventing issues that bother customers. Customer Experience Innovation Actions.

Customer Experience 62

Customer Experience Net Promoter Score Innovation Customer Centricity 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

ijgolding

JUNE 9, 2015

You must absolutely believe that enabling an organisation to be more customer centric is the ‘right thing to do’ – right for the customer; right for the employee; and right for the shareholder. Not only that, the Customer Experience is not the responsibility of a CXP – it is the responsibility of the WHOLE ORGANISATION.

Customer Experience Professionals 120

Customer Experience Professionals Leadership Customer Experience Effort Score 120

Second to None

AUGUST 21, 2018

This approach requires asking the NPS question multiple times throughout the customer journey, granting your team with influential information regarding each of these steps. As a result, organizations are always coming up with new ideas to provide optimized value to customers across every channel.

Measurement 54

Measurement Net Promoter Score Customer Centricity Leadership 54

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

JUNE 14, 2018

Creating a customer journey that encourages high levels of word-of-mouth recommendations is better known as the Net Promoter Score philosophy. In fact, brands that have embraced the NPS philosophy have experienced a 50% increase in customers over six months at a 98% retention rate.[1] 1] [link].

NPS 66

NPS Brands Net Promoter Score Effort Score 66

Second to None

OCTOBER 25, 2018

Measurement programs like mystery shopping can be used to ensure that customers can easily access all necessary product information, contact your team members, find a store near them and place an order within every available channel in your customer journey. 1,2,3 [link]. 1,2,3 [link].

Brands 63

Brands Measurement Customer Centricity Voice of Customer 63

ClearAction

DECEMBER 14, 2017

Customer lifecycle management (CLM) — achieving customer lifetime value by using customer relationship management over time. Customer experience journey map — pictorial representation of a customer’s thoughts and actions while shopping or using a product or service.

Customer Care 66

Customer Care CRM Customer Experience CEM 66

Second to None

AUGUST 28, 2018

Additionally, these programs can help flag moments along the customer journey that are flawed or underperforming. Reporting is an often-overlooked aspect of a mystery shopping , voice of customer survey or other CX research program. Our solutions are developed on the basis of solid research and statistical science.

Report 59

Report Measurement Voice of Customer Leadership 59

Second to None

SEPTEMBER 20, 2018

Google’s changes mean that customer journey mapping is vital to understanding behavioural patterns that eventually lead to conversion. The move to mobile is an integral part of these journeys. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Ecommerce 54

Ecommerce Customer Experience Customer Journeys How To 54

OpinionLab

DECEMBER 17, 2018

OpinionLab’s fundamental value proposition was to quickly diagnose and resolve CX issues on websites by combining Voice of Customer with operational data that made that VoC actionable. A couple years later, a new player emerged in the digital feedback space that sought to extract value from digital Voice of Customer a bit differently.

Competitive Advantage 95

Competitive Advantage Ecommerce Voice of Customer Social Media 95

Customer Alignment

DECEMBER 18, 2017

This action of taking feedback from customers and ‘fixing’ what appears not to be working there and then, and upgrading the customer journey has been a step in the right direction; the fixing has often been in the absence of the overall picture and context of what experience the organisation wants to deliver to its customer now, and in the future.

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer NPS 45

Second to None

JUNE 12, 2018

This granulized information can help leadership identify areas along the customer journey that may be underperforming, as well as point out areas of success that should be replicated. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. 1,2,3 [link].

Brands 72

Brands Leadership Voice of Customer Omni-Channel 72

ClearAction

DECEMBER 14, 2017

Customer lifecycle management (CLM) — achieving customer lifetime value by using customer relationship management over time. Customer experience journey map — pictorial representation of a customer’s thoughts and actions while shopping or using a product or service.

Customer Care 59

Customer Care CRM Customer Experience CEM 59