Second to None

APRIL 5, 2018

For the latter, brands that curate a digital experience that allows customers to complete their entire purchasing journey, from product research to delivery, all from the comfort of their home can be very attractive. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Ecommerce 59

Ecommerce Retail Self Service Omni-Channel 59

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. Whether customers are reaching your brand via on-site , online or on-the-phone , your brand needs to remain adaptable and open to feedback.

Communication 86

Communication Voice of Customer Call Center Ecommerce 86

OpinionLab

DECEMBER 17, 2018

And, I co-founded a company named OpinionLab that pioneered the idea of empowering customers to provide feedback to companies by enabling them to proactively engage companies in their own words, on their own terms via the digital channel. The idea of customer-initiated, or opt-in, website feedback was born.

Competitive Advantage 95

Competitive Advantage Ecommerce Voice of Customer Social Media 95

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. The best eCommerce brands are completing mobile-first indexing when designing their digital brand experience.

Ecommerce 54

Ecommerce Customer Experience Customer Journeys How To 54

Doing CX Right

JULY 24, 2019

I left my customer experience job at Verizon Wireless to join Schindler in North America. One is acquiring customer feedback and measuring customer satisfaction along the customer journey, which we call key “moments of truth.” Customers end up knowing that. Thank your customers.

NPS 40

NPS Measurement Net Promoter Score Effort Score 40

ProProfs Chat

NOVEMBER 26, 2021

VoC programs incorporate various methods, however, the voice of the customer survey remains the key part among all methods. . Data collected from VoC surveys must be captured from the end-to-end customer journeys at every touchpoint, and portrayed into a single picture denoting customer experience.

Examples 52

Examples Survey Net Promoter Score Social Media 52

Oracle

JANUARY 30, 2020

The knowledge to support a consumer was duplicated on both our knowledge system and ecommerce platform, and as you know, the email and phone channels are very costly for a business. How are you using voice of customer, or feedback, in your service approach? Those are some of the main reasons we did the telephony piece.

Contact Center 40

Contact Center Omni-Channel How To Social Media 40