Second to None

FEBRUARY 8, 2018

The best brands invest both time and energy into both their online and brick-and-mortar channels, so that regardless of where or how a customer finds you, they are provided with a consistent experience that requires as little effort as possible.

Omni-Channel 63

Omni-Channel Customer Experience Voice of Customer Social Media 63

RapportBoost

DECEMBER 10, 2018

So, on the webinar today we are going to go over a few industry trends, at present two-third of contact centers are multi-channel and one-six are Omni-channel, where does your company fit in? Multi-channel usually includes voice, email, chat, SMS and even fax interactions. Tony: Yeah, thanks Nicholas.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

Lumoa

FEBRUARY 6, 2018

Short termism is mostly the result of a product-centric and “numbers focused” culture, which inevitably results in a “race to the bottom”. Customer centricity is the answer, backed with a credible customer profitability lens that gives an alternative view to traditional product sales/market share KPIs.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

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. We’re moving towards a personalized omnichannel experience in B2B customer journeys.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Lumoa

JANUARY 9, 2018

That’s what we asked each of them: How do you see the future of customer experience?? What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018?? Some hints: big data, omnichannel, personalisation, AI and organizational culture. Let’s think in customer touchpoints instead.

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

Clarabridge

MAY 2, 2017

Clarabridge is powering this revolution by enabling brands to harness valuable customer data through new and existing features like text analytics , voice of customer , omni-channel case management and beyond. American Family Insurance Unpacks the Importance of a Customer-Centric Culture.

Omni-Channel 40

Omni-Channel Insurance CEM Touchpoint 40

Lumoa

OCTOBER 31, 2018

Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Some hints: big data, omnichannel, personalisation, AI and organizational culture. Let’s think in customer touchpoints instead.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Second to None

SEPTEMBER 27, 2018

Brands that place an emphasis on establishing a system that generates consistency across these growing locations are positioning themselves as a Customer Experience industry leader. Once you have an established brand identity, customers have a baseline set of expectations that need to be matched at each store. 1] [link]. [2]

Retail 69

Retail Measurement Brands Omni-Channel 69

Second to None

APRIL 12, 2019

In order to reach the customer in that manner, you must know them to their core. Customer data is the foundation of a successful customer-centric model. Customer data allows for a personalized experience that speaks to the customer’s expectations and emotions. Create an Omnichannel Experience.

Omni-Channel 69

Omni-Channel Multi-Channel B2C Customer Centricity 69

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. 1] [link]. [2] 2] [link].

Financial 59

Financial Measurement Brands Self Service 59

Second to None

SEPTEMBER 11, 2018

Developing an omnichannel brand identity has become more challenging as digital technologies have advanced. More channels in which interactions with consumers takes place means there are more opportunities to convert a consumer into a customer. 1,2 [link].

Retail 59

Retail Brands Omni-Channel Touchpoint 59

Second to None

AUGUST 21, 2018

As a result, organizations are always coming up with new ideas to provide optimized value to customers across every channel. This customer-centric, omnichannel approach requires a significant investment of time and energy, but the corresponding customer relationships formed serve as a foundation for continued growth and success.

Measurement 54

Measurement Net Promoter Score Customer Centricity Leadership 54

Second to None

JUNE 26, 2018

Your team can use the information provided by these programs to encourage lifelong relationships with customers, which is important considering that it is five times cheaper to retain a customer than it is to acquire a new one.[1]

Retail 63

Retail Brands Omni-Channel Fashion 63

Second to None

APRIL 19, 2018

Another area to focus your online mystery shopping program on is omnichannel consistency. Advanced technology has adjusted customer expectations to the point where they desire a seamless transition between all channels provided by your organization. 1,2 [link].

Customer Experience 54

Customer Experience Omni-Channel Ecommerce Voice of Customer 54

Second to None

APRIL 5, 2018

Turning your brick-and-mortar store into an experiential destination is a great step towards omnichannel success, and ultimately creating life-long relationships with customers. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. 1,2 [link].

Ecommerce 59

Ecommerce Retail Self Service Omni-Channel 59

Second to None

JUNE 12, 2018

The best brands prioritize implementing positivity and personalization into every interaction that a customer has along their path-to-purchase, because 93% of consumers are more likely to purchase something if they receive a positive experience.[1] 1,2,3 [link].

Brands 72

Brands Leadership Voice of Customer Omni-Channel 72

SurveySensum

JULY 27, 2023

These events create a sense of exclusivity and make customers feel like they are part of an elite community, strengthening their bond with the brand. By understanding the voice of customers , the brand continuously evolves to offer unforgettable retail experiences that leave a lasting impression on its customers.

Retail 52

Retail Examples Feedback Customer Experience 52

Second to None

OCTOBER 16, 2018

By engaging customers where their attention is already focused, your brand is positioning itself to increase the likelihood of that customer going through with the purchase. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. 1,2,3 [link].

Customer Engagement 67

Customer Engagement Engagement Ecommerce Retail 67

Second to None

APRIL 2, 2018

Twenty percent of clients generate 80 percent of revenue and profits, so those are the customers you want to invest in. It’s more lucrative to market to existing customers than to focus solely on recruiting new ones. Be Everywhere With Omnichannel. And when it comes to digital touchpoints, they could be anywhere.

Omni-Channel 54

Omni-Channel Brands Voice of Customer Customers 54

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

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

OpinionLab

SEPTEMBER 16, 2016

Your customers are coming at you from all angles – be this at one of your locations or online from a plethora of devices. Often, you will have different teams and divisions overseeing each of these different operations, which makes providing a consistent and rewarding omnichannel customer experience difficult.

Voice of Customer 60

Voice of Customer Omni-Channel Touchpoint Customer Centricity 60

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.

Brands 54

Brands Retail Loyalty Fashion 54

CSM Magazine

AUGUST 22, 2019

The meeting strives to equip support leaders with the tools and strategies they need to overcome these challenges and deliver the ultimate customer experience. External Customer Facing Strategy : How can we thrive in the age of exceptional experiences and develop an innovative 2020 strategy to surpass our competition?

Customer Service Strategies 40

Customer Service Strategies Meeting Strategy Customer Service 40

SurveySensum

JULY 6, 2023

And, here’re the 7 best practices that you can use to embrace customer satisfaction in retail. So, get ready to shift your perspective from a transaction-focused mindset to a customer-centric approach. 7 Best Practices to Improve Customer Satisfaction in Retail Let’s dive into these 7 tips to improve customer satisfaction: 1.

Customer Satisfaction 52

Customer Satisfaction Retail Tips Marketing 52

SurveySensum

JULY 6, 2023

And, here’re the 7 best practices that you can use to embrace customer satisfaction in retail. So, get ready to shift your perspective from a transaction-focused mindset to a customer-centric approach. 7 Best Practices to Improve Customer Satisfaction in Retail Let’s dive into these 7 tips to improve customer satisfaction: 1.

Customer Satisfaction 52

Customer Satisfaction Retail Tips Marketing 52

Second to None

MARCH 14, 2018

According to Aspect, businesses with omnichannel strategies enjoy customer retention rates 91 percent higher than their competitors. Experiences provide unique opportunities to collect customer data, increase brand visibility, and boost the effectiveness of other campaigns.”

Strategy 54

Strategy ROI Social Media Return on Investment 54

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

Second to None

FEBRUARY 4, 2020

To deliver on the new digital imperative, drive brand engagement and win in today’s digital, omnichannel marketplace, consumer products companies should consider transforming how they operate day to day to become faster, more granular and more connected within a digital-first world. Delivering on the new digital imperative. SOURCE: Deloitte.

Customer Journeys 48

Customer Journeys Retail Apparel Consumers 48

Second to None

MARCH 18, 2019

Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights. 1] [2] [link].

Retail 59

Retail Fashion Guidelines Customer Centricity 59

SurveySensum

NOVEMBER 11, 2021

It assists everyone from the frontline to the C-Suite to become customer-centric with actionable insights that improve customer retention and bring more lead conversion rates. They allow them to collect, integrate, and analyze customer feedback data. Digital-first Omnichannel Feedback. User-friendly and flexible.

Multi-Channel 52

Multi-Channel Analytics Analysis Touchpoint 52

Second to None

MARCH 18, 2019

Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights. 1] [2] [link].

Retail 48

Retail Fashion Guidelines Customer Centricity 48

Second to None

APRIL 18, 2019

Traffic from social media influencers can only take you so far unless you have the product and customer experience that further drives loyalty and transactions. [1] Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. 2,3] [link]. 4,5] [link].

Marketing 76

Marketing Customer Experience Social Media Fashion 76

Wootric CX Blog

FEBRUARY 14, 2019

She has held chief positions in customer success, services, account management and support at companies such as: Oracle, Eloqua, Day Software (Adobe), Intelex Technologies, and Blueprint Software Systems. Kia has pioneered the art of Customer Experience by leading businesses through the transition to customer-centric organizations.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Comm100

APRIL 26, 2020

When we bring structured and unstructured data together inside of an effective Customer Experience Management platform, it’s amazing the story that can be told! Omni-channel unstructured customer feedback makes things even more challenging. I believe most companies truly want to be customer-centric.

Omni-Channel 130

Omni-Channel Culture Customer Centricity Self Service 130

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. Jaakko Männistö is an entrepreneur, Founder, and Omnichannel Customer Experience Professional.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Beyond Philosophy

DECEMBER 23, 2015

Reflective of the escalating focus on customer data, experiences, and relationships across all methods of communication and access, the role is rapidly evolving and morphing; however, there is general agreement regarding its significance in building and sustaining true value, planning capability, and enterprise customer-centricity.

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60