Second to None

FEBRUARY 13, 2018

Implement mystery shopping programs to monitor the way these third-party retailers are selling your product within their different store locations. When entering into this partnership, it is important to understand how the third-party retailer plans on displaying your product.

Retail 79

Retail Voice of Customer Brands Sales 79

Second to None

SEPTEMBER 13, 2018

1] Amazon provides its customers with unprecedented convenience, product selection, all matched with above-average customer service and a beloved Prime loyalty program. How is your retail brand positioning itself to compete within these rapidly-shifting parameters?

Retail 54

Retail Brands Fashion Voice of Customer 54

Second to None

APRIL 5, 2018

Creating a Customer Experience that encourages consistent satisfaction within every channel is the ultimate challenge of brands in any industry. This is especially true for those in retail due to the necessity to balance in-store and online resources. 1,2 [link].

Ecommerce 59

Ecommerce Retail Self Service Omni-Channel 59

Second to None

JULY 22, 2020

Customers are increasingly embracing the notion of not stepping foot inside their local store, which means lost opportunity for connection. Mindful grocery retailers are thoughtfully adjusting to deliver an exceptional curbside customer experience. Second To None exists to help you activate customer joy.

Retail 114

Retail Guidelines Consumers Wait Times 114

Second to None

SEPTEMBER 5, 2018

A large-scale mystery shopping program is typically thought of as a tool for large national restaurant chains or retail brands because there are so many different locations all operating under the same brand umbrella. The data provided by Customer Experience measurement has driven huge changes in the retail and restaurant industry.

Retail 59

Retail Brands Guidelines Leadership 59

Second to None

MARCH 22, 2018

The ongoing battle between brick-and-mortar stores and online retail is now on more even ground than ever before. While it is certainly being pushed more to the side, brick-and-mortar retail still has immense value in the marketplace. 1,2,3: [link].

How To 81

How To Retail Leadership Guidelines 81

Second to None

FEBRUARY 4, 2020

Mystery shoppers give valuable data and feedback to some of the biggest brands in America, which will then be analyzed to refine store designs, employee training, and products. To us, mystery shoppers are like the credit card-wielding superheroes of the customer service world. Exciting Experiences. So, what are you waiting for?

Customer Centricity 118

Customer Centricity Report Voice of Customer Retail 118

Customer Bliss

NOVEMBER 23, 2018

How do you build the right onboarding process that’s built around your core values and that customer centricity? When you're doing this CX work, you need to be passionate and you need to build your internal network so that you have people that you trust to give you the right feedback and guidance. #CX

Employee Experience 143

Employee Experience Loyalty Programs Chief Customer Officer Loyalty 143

Second to None

SEPTEMBER 7, 2018

This is especially true for large national or regional retail organizations that have different franchise or independent locations representing their brand in different locations across the country. In the modern business-to-customer retail relationship, the first point of contact is typically made online.

Brands 63

Brands Social Media Retail Voice of Customer 63

SuiteCX

OCTOBER 22, 2015

While research has proven that a focus on improving customer experience directly impacts the bottom line, achieving the organizational and cultural change required to become fully customer-centric is not an easy process. It is critical to get all key departments aligned on your customer experience strategy.

Customer Journeys 100

Customer Journeys Company Customer Centricity Exercises 100

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. Beyond mystery shopping programs, another great way to improve employee performance is to implement employee feedback programs.

Brand Values 59

Brand Values Brands Leadership Voice of Customer 59

Customer Guru

JANUARY 30, 2018

We hope to inspire and guide more professionals in adopting and inculcating a customer-centric approach in their organizations. Mr. Verma has an experience of 17 years in the Marketing domain across multiple industries such as entertainment, hospitality, and retail.

Brands 95

Brands Customer Experience Marketing Entertainment 95

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Long-term actions are based on the analytics results of customer feedback.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

InMoment XI

SEPTEMBER 13, 2022

We at InMoment have had the pleasure of working with some of the world’s greatest brands—and one brand that definitely stands out on that list is global footwear retailer, Foot Locker. Foot Locker considers every possible opportunity for the customer to leave feedback. Innovation Tip #2: Integrate Flexible Innovation.

Innovation 493

Innovation Sports Tips Video 493

Second to None

APRIL 4, 2018

You can access the piece by clicking here , or by reading below: This piece was originally published by Oracle on April 3, 2018: “Customers are a business’ most valuable asset, which is why they spend a lot of money to acquire new ones and work hard to retain the ones they have. Here is where email marketing comes into play.

How To 54

How To Retail Effort Score Voice of Customer 54

Second to None

APRIL 9, 2018

Recently, Sephora has made news by merging their digital and physical retail departments into one omnichannel approach. As a result, Sephora has managed to provide the unique value that their customers want, and provide this value at every point along the customer journey. The decision was a sign of the times, said Laughton.

Brands 54

Brands Retail Loyalty Fashion 54

Customer Guru

FEBRUARY 20, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Customer Experience 78

Customer Experience Marketing Customer Centricity Metrics 78

Alida

OCTOBER 18, 2018

We are fortunate to work in a customer-centric environment, and our execs inject the voice of the customer into the core of our brand. Paul : Maintaining customer trust is very important to us and we are always completely honest about how we use customer data and insight, and feedback to our members.

How To 113

How To Groups Customers Innovation 113

Storyminers

JULY 29, 2016

By responding to your reviews, you can showcase your excellent customer service, reward your customers for providing feedback and encourage future interactions with your client base. Positive, personal interactions with customers can help increase brand loyalty. Ask customers for help and watch their loyalty climb.

B2C 124

B2C Customer Retention Strategy Brands 124

Second to None

APRIL 11, 2018

. “Focusing on innovation, fostering a corporate culture of empowerment and equipping employees with technology and the information they need to best serve consumers can help close the gap between customers’ expectations and the experience employees deliver,” Clarke added. Voice of the Customer Programs Grow in Importance.

Trends 54

Trends Customer Experience Self Service Voice of Customer 54

Wootric CX Blog

FEBRUARY 14, 2019

Why we love Amy: She’s head of Customer Advocacy at MindTouch. She was tapped to look after the customer experience as a whole as company growth accelerated. Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

SurveySensum

SEPTEMBER 19, 2022

What is the voice of the customer and how can you listen to it? What is the voice of the customer (VOC)? How does the voice of customer help businesses? Integrate insights from customers into decision-making. Reduce customer churn. Celebrate your team with complimenting feedback.

Voice of Customer 52

Voice of Customer Social Media Feedback Analysis 52

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

InMoment XI

NOVEMBER 2, 2021

Customer Acquisition Customer Retention Cross-sell & Upsell Cost Reduction. #1: 1: Customer Acquisition. A well-built voice of customer (VoC) program enables organizations to anticipate what new customers are seeking in a brand and thus be ahead of the curve. 2: Customer Retention.

ROI 260

ROI Customer Retention Infographics eBook 260

ijgolding

NOVEMBER 13, 2018

So understanding the Voice of the Customer and using feedback to inspire meaningful change is paramount. Today, it’s just as important for B2B businesses to be customer-centric. An outdated view would be that retail customers require more consideration when it comes to dealing with complaints and feedback.

B2B 185

B2B B2C Automotive Retail 185

Qualtrics

NOVEMBER 12, 2020

“Our business as a whole is digital.We're continually thinking about how we engage with our customers in a digital way. One of the things that has shifted in the past six months from a customer research point of view is how we get feedback from our customers. We often have customer interviews.

Financial 26

Financial Feedback Customers Automotive 26

SurveySensum

JULY 14, 2020

He carries broad knowledge across Customer Experience, Customer Engagement, Strategic Vendor Management, Relationship Marketing, Product Development, Risk & Partnership Management, and Online & Offline Retail Management. Ian Golding – Customer Experience Consultant, Speaker, Author, Blogger.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Bob Thompson.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Bob Thompson.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Alida

DECEMBER 7, 2018

The retail industry is only set to become more competitive. Yet, most companies are still failing to meet customer expectations and become more customer-centric. According to Accenture , this is because there is a growing disconnect between what customers need and what retailers are providing.

Customer Centricity 201

Customer Centricity Retail Infographics Multi-Channel 201

Experience Matters

APRIL 7, 2015

Nominees are rated based on their capabilities, results, and client feedback. 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.), The result: happy, loyal customers. Confirmit.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Customer Alignment

DECEMBER 18, 2017

From what we can see, most of the efforts and focus in 2017 have been on beginning to ‘listen’ to customers and naturally act upon this information. Ease and efficiency won’t make customers stick around; emotion will and they will pay for a good one. The customer isn’t always at the heart of these programmes, the organisation is.

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer NPS 45

OpinionLab

MARCH 25, 2019

Where digital CX teams were once exclusively focused on finding and fixing issues with the digital experience, they’re now emerging to play a leading role in improving CX across the entire customer journey. In addition to sound, quantitative business analysis, verbatim qualitative customer feedback can help bring the numbers to life.

Omni-Channel 74

Omni-Channel Customer Experience Contact Center Retail 74

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.

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101

OpinionLab

MARCH 25, 2019

Where digital CX teams were once exclusively focused on finding and fixing issues with the digital experience, they’re now emerging to play a leading role in improving CX across the entire customer journey. In addition to sound, quantitative business analysis, verbatim qualitative customer feedback can help bring the numbers to life.

Omni-Channel 60

Omni-Channel Customer Experience Contact Center Retail 60