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. 1] If your eCommerce store does not have a prevalent reviews section, it is likely that consumers will not have the required level of trust that helps initiate a purchase.

Communication 86

Communication Voice of Customer Call Center Ecommerce 86

Second to None

MAY 1, 2018

Simply having a system that allows site visitors to get their questions answered is a great step, in fact over 40% of customers favor websites that have a chat function readily available.[1] In fact, 63 percent of consumers who spend between $250-$500 per month online prefer eCommerce brands that offer a chat function.[3]

Customer Service 63

Customer Service Ecommerce Chatbots Fashion 63

OpinionLab

DECEMBER 17, 2018

Pretty soon, our familiar [+] feedback symbol was seemingly ubiquitous as our little company was doing business with a Who’s Who of ecommerce early-adopters who leveraged OpinionLab to guide their growth. The path forward.

Competitive Advantage 95

Competitive Advantage Ecommerce Voice of Customer Social Media 95

Second to None

OCTOBER 5, 2018

In fact, 38% of customers have said that they went through with a purchase directly due to great service in a live chat session.[2] Live chat can have a positive impact on the way customers perceive your brand identity because it shows that your team is willing to invest time, resources and energy into providing service. 1] [link]. [2]

Chatbots 59

Chatbots Ecommerce Voice of Customer Retail 59

Second to None

FEBRUARY 20, 2018

A significant investment in eCommerce optimization, in-store aesthetic, employee training and Customer Experience measurement can help to establish industry leadership. One metric that stood out in the study was customers who were proud to say they have purchased from a specific brand.

Industry 69

Industry Net Promoter Score How To Ecommerce 69

Second to None

APRIL 17, 2018

Online ordering and eCommerce stores have allowed brands to utilize convenience as a tool to separate themselves from the competition. brands that complete this style of service need to make sure that their associates are maintaining the customer experience laid out by brand leadership.

Measurement 59

Measurement Customer Service Leadership Ecommerce 59

ShepHyken

FEBRUARY 16, 2018

One organizational aspect that is a great opportunity for competitive benchmarking is the digital Customer Experience. Whether it is an eCommerce store or just measuring a site experience, gathering quantifiable data about how your competitors’ sites perform can set an easily understandable goal for your website.

Measurement 86

Measurement Ecommerce Analysis Industry 86

Second to None

APRIL 19, 2018

Typically, these programs will measure the eCommerce functions of your online identity, but they can also be granulized to measure more specific aspects like online service ability. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. 1,2 [link].

Customer Experience 54

Customer Experience Omni-Channel Ecommerce Voice of Customer 54

Second to None

APRIL 3, 2018

In the past, convenience was offered via rapid speed of service and enhanced drive-thru technologies, but now this value is being taken care of via eCommerce channels. 2] Fast-casual brands need to make sure they are churning out positive customers via these interactions, because it is an easy source of establishing loyalty.

Brands 63

Brands Consumers Rewards Programs Loyalty 63

Second to None

APRIL 10, 2018

These programs are especially essential for eCommerce stores as well as both full-service and fast-casual restaurants, due to the vast number of options available to consumers in those industries. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Healthcare 54

Healthcare Leadership Ecommerce Guidelines 54

Qualtrics

FEBRUARY 17, 2021

This input allows teams of product, technical, operations, and business leaders to make sound decisions together, turning that dragster into a high-performance sports car that can handle those curves customers throw at us. She then introduced session replay and VoC tools to infuse direct customer feedback into the culture.

Metrics 26

Metrics e-support Culture Customer Centricity 26

Doing CX Right

JULY 24, 2019

And then one day, while working in my eCommerce Marketing role, there was a company reorganization. I recommend everyone, at all companies, no matter what size or industry, focuses on customer experience metrics. That approach did not drive a customer-centric culture or employee accountability.

NPS 40

NPS Measurement Net Promoter Score Effort Score 40