CSM Magazine

DECEMBER 14, 2017

Allianz Global Assistance USA has been named a winner in the sixth annual Customer Experience Excellence Awards. The annual awards program, managed by Temkin Group, recognizes companies that are being innovative in their efforts to become more customer-centric.

Customer Experience 40

Customer Experience Social Media Voice of Customer Groups 40

Alida

OCTOBER 18, 2018

Our flagship customer intelligence event in London was a great opportunity to discuss the latest innovations and product updates in the industry, the constantly evolving expectations of today’s consumer, and how to deliver a superior customer experience in 2018. Kate : Response rates from ad hoc research are going down.

How To 113

How To Groups Customers Innovation 113

Lumoa

FEBRUARY 6, 2018

Technology advances will continue to inspire new innovations in customer experience. Matt Dixon, Keynote Speaker and Author, Global Head of Sales Force Effectiveness Solutions at Korn Ferry Hay Group @matthewxdixon | blog “I see the end of the traditional customer survey as we know it. CX is a tough business.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

ClearAction

AUGUST 22, 2020

Proven winners both during and after a down cycle are those that embrace a slowdown as an opportunity to strengthen innovation and business processes. This strengthening better aligns offerings and ways of doing business in ways that matter to customers and are hard for competitors to copy. Voice-of-Customer Almost-Free.

Customer Experience 77

Customer Experience Customer Centricity Policies Innovation 77

Pink Guava

APRIL 28, 2021

Why do organizations yet have to wake up to this underrated tool to organize, scale up, innovate, and enhance customer engagement, including internal and external customers? If feedback is such an essential ingredient to becoming better both from an individual and business point of view, then why is it not that utilized?

Social Media 93

Social Media Customer Satisfaction Feedback NPS 93

Second to None

MARCH 20, 2018

Possessing the ability to group all the reviews that are submitted across these sites into one reporting portal can greatly reduce the amount of time and effort it takes to respond and provide service to customers. Our solutions are developed on the basis of solid research and statistical science.

Brands 85

Brands Social Media Voice of Customer Consumers 85

Second to None

FEBRUARY 20, 2018

While an advertising campaign may seem successful, it is important to monitor the online reaction to your products to truly understand the impact they may be having on customers. Second To None completed a study of a select group of people who have purchased from a variety of major brands.

Industry 69

Industry Net Promoter Score How To Ecommerce 69

Second to None

FEBRUARY 1, 2019

The customer will be at the forefront of every operation, guiding your business towards a higher satisfaction rate amongst your audience. At the same time, you will strengthen the existing group of satisfied customers. As the saying goes, a happy customer is a repeat customer. The Power of Referrals.

Net Promoter Score 82

Net Promoter Score NPS Effort Score Metrics 82

CSM Magazine

NOVEMBER 18, 2022

Start by listening to the voices of your customers. Establish a Voice of Customer (VoC) program or improve the one you have. Voice of customer (VoC) means that an organization listens to its customers’ feedback across experiences to understand and then address their needs. What is VoC?

ROI 52

ROI Touchpoint Voice of Customer Consumers 52

OpinionLab

OCTOBER 25, 2016

As Forrester notes: while almost three-quarters of companies aim to be CX leaders in their industry or across all industries and 63% map customer experiences, only 25% of CX professionals say that their companies’ CX programs actually improve CX. That most customer journey maps are not currently achieving their intended results.

Customer Journeys 60

Customer Journeys Trends Touchpoint Voice of Customer 60

OpinionLab

OCTOBER 25, 2016

As Forrester notes: while almost three-quarters of companies aim to be CX leaders in their industry or across all industries and 63% map customer experiences, only 25% of CX professionals say that their companies’ CX programs actually improve CX. That most customer journey maps are not currently achieving their intended results.

Customer Journeys 60

Customer Journeys Trends Touchpoint Voice of Customer 60

Second to None

AUGUST 26, 2019

Whether this means building a team internally or starting from scratch, it is key to band together a group whose sole focus is CX. Additionally, it allows for the consolidation of customer data. Failure to Innovate and Not Designed for Change. Establish responsibility and accountability behind the program.

Strategy 72

Strategy Chatbots Innovation Metrics 72

Second to None

APRIL 3, 2018

Capturing new customers is a foundational pillar of a successful fast-casual restaurant brand, but the ability to retain these first-time patrons is the true signifier of a leading Customer Experience. This group has a growing influence in the modern market, with an estimated $200 billion purchasing power at restaurants alone.

Brands 63

Brands Consumers Rewards Programs Loyalty 63

Second to None

AUGUST 14, 2018

This reporting phase is an often-underrepresented aspect of a mystery shopping or other Customer Experience measurement program, because without an effective reporting methodology, the information provided will quickly become stale. Our solutions are developed on the basis of solid research and statistical science.

Brands 59

Brands Customer Centricity Fashion Voice of Customer 59

Second to None

MARCH 22, 2019

Companies often assume that Millennials and Gen Zers are similar enough to apply the same engagement tactics across both groups. Connecting with a customer begins with understanding their behavioral characteristics and deeper values. Yet the thing is, they bear little resemblance to their predecessors. Why are they different?

Connections 63

Connections Brands Social Media Voice of Customer 63

Second to None

APRIL 11, 2018

Many organizations are still doing customer experience right , according to customer experience research firm Temkin Group. With all this in mind, let’s take a look at the important customer experience trends you should be watching over the rest of 2018 and beyond. Ties Between Employee and Customer Experience.

Trends 54

Trends Customer Experience Self Service Voice of Customer 54

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

MARCH 8, 2018

Customers are still attracted by the high-quality menu items compared to traditional fast-food establishments and adding this enhanced level of convenience has further contributed to a positive satisfaction rates among consumers, rather than grouping it together with the slimy reputation of the typical fast-food restaurant.

Customer Satisfaction 67

Customer Satisfaction Voice of Customer Brands System 67

Second to None

MAY 22, 2018

In practice, a lot of retail brands do not make these efforts to optimize their customer interactions. Second To None recently conducted a benchmarking study that monitored employee performance for a select group of casual apparel stores. Our solutions are developed on the basis of solid research and statistical science.

Apparel 54

Apparel Voice of Customer Brands Sales 54

Second to None

APRIL 26, 2018

Understanding the way that employees are performing on the frontlines can serve as a difference maker for brands hoping to create a leading Customer Experience platform. We achieve success through a relentless focus on quality and innovation, consultative relationships and a talented team of professional associates.

Brand Values 59

Brand Values Brands Leadership Voice of Customer 59

Second to None

MARCH 7, 2018

How can you logically approach understanding and engaging customers? This is the widespread practice of dividing your customer base into groups of individuals/companies that share similar traits and variables. Limit your customer segments to an easy-to-manage number. A good first step is to segment them.

Customer Engagement 54

Customer Engagement Engagement Effort Score Groups 54

ijgolding

JANUARY 15, 2016

It is possible that different groups of people are all trying to do CX related activities that are not aligned. Since 2012, the Customer Experience Professionals Association (CXPA) has been flying the flag for all those who work in the field of CX. Customer Experience Strategy. Experience Design, Improvement and Innovation.

Customer Experience 120

Customer Experience Customer Experience Professionals Customer Centricity Government 120

CX Journey

SEPTEMBER 27, 2017

But listening programs are not just about surveys, and even if you continue to use surveys, there are much more innovative approaches to surveying than a year or two ago. Don't assume you know what's important to your customers. If you're using the same survey you did a year ago, it's time to check that.

Survey 114

Survey Social Media Feedback Trends 114

Second to None

MARCH 22, 2019

Companies often assume that Millennials and Gen Zers are similar enough to apply the same engagement tactics across both groups. Connecting with a customer begins with understanding their behavioral characteristics and deeper values. Yet the thing is, they bear little resemblance to their predecessors. Why are they different?

Connections 75

Connections Brands Social Media Loyalty Programs 75

Second to None

APRIL 12, 2019

It comes down to creating a personalized customer experience that caters to each individuals’ priorities and needs. For companies with demographically diverse audiences, it is imperative that customers are segmented into specialized groups based upon their differentiating characteristics. The Human Factor.

Omni-Channel 69

Omni-Channel Multi-Channel B2C Customer Centricity 69

Second to None

JANUARY 22, 2019

Only 50 percent of that group has access to the internet while 75 percent have access to text according to Aled Miles, CEO of TeleSign. Here are three lessons you can learn from TeleSign about the importance of how you think in enhancing the customer experience: 1. Use technology to enhance customer’s experience not yours.

Telecommunications 48

Telecommunications Effort Score Voice of Customer B2C 48

CSM Magazine

AUGUST 22, 2019

In order to stay relevant, there are two crucial discussions that leaders must prioritize: Internal Customer-Centric Team Strategy : How can we evolve internal structures, optimize our workforce, and close the feedback loop to meet new customer demands? The board includes: EVP, Global Customer Care, Mastercard. About the Author.

Customer Service Strategies 40

Customer Service Strategies Meeting Strategy Customer Service 40

Waypoint Group

APRIL 21, 2015

Those who wish to become accredited can go through Customer Success University on Monday, May 11, and CS teams who would like hands-on applications and templates for enhancing voice of customer feedback can do so in our workshop on Thursday, May 14. Traveling with colleagues? Bring them too!

Customer Success 40

Customer Success Conference Fashion Voice of Customer 40

Second to None

MARCH 27, 2018

If your brand is sending any group of independent contractors to monitor the compliance rate of your employees, there is an inherent risk of a negative interaction taking place. We achieve success through a relentless focus on quality and innovation, consultative relationships and a talented team of professional associates.

Leadership 63

Leadership Culture Brands Customer Centricity 63

Second to None

APRIL 9, 2018

At Sephora, Laughton said that all sales and metrics are tracked within her department, while a subset of the group focuses on experiences that link the two channels together. We achieve success through a relentless focus on quality and innovation, consultative relationships and a talented team of professional associates.

Brands 54

Brands Retail Loyalty Fashion 54

Waypoint Group

MAY 25, 2018

Waypoint Group, as a recent partner addition to the Medallia Ecosystem to consult enterprise customers on how to engage and incorporate feedback into their customer experience processes, had the pleasure of attending this tremendous event and there were a few key learning points that resonated we felt were worth sharing.

Conference 66

Conference Customer Centricity B2C B2B 66

ijgolding

JUNE 9, 2015

If you have followed my writing for a while, you will be very much aware that I am very proud and passionate Customer Experience Professional (CXP). One of a growing number of ‘specialists’ in the newly recognised professional field, this group of skilled, experienced practitioners is growing in number on a weekly basis.

Customer Experience Professionals 120

Customer Experience Professionals Leadership Customer Experience Effort Score 120

Second to None

FEBRUARY 28, 2019

Looking at why customers are terminating the relationship is an important step in increasing retention and, in-turn, increasing your returns. Tempkin Group’s ROI of Customer Experience, Aug 2018 Study [3]. Tempkin Group examined over 300 companies across 20 industries to illustrate the relationship between ROI and CX.

ROI 54

ROI Study Financial Loyalty 54

Second to None

MARCH 28, 2018

So before we offer new ones, we send surveys and engage with our most loyal customers in our private Facebook group to get their feedback on class format offerings, days and times. We then listen to what the customer wants and decide if that is the direction we can go.

Net Promoter Score 59

Net Promoter Score Effort Score NPS Voice of Customer 59

Second to None

FEBRUARY 28, 2019

Looking at why customers are terminating the relationship is an important step in increasing retention and, in-turn, increasing return. Tempkin Group’s ROI of Customer Experience, Aug 2018 Study [3]. Tempkin Group examined over 300 companies across 20 industries to illustrate the relationship between ROI and CX.

ROI 48

ROI Effort Score Study Financial 48

ERDM

JULY 24, 2017

They must ensure that the actual brand experience and products align with BtoB and BtoC customer’s voices. The company uses this insight group to test copy, print ad concepts, promotional offerings, product claims, model photography, and branding and new product ideas. Elizabeth Arden Goes Inside to Get Insights.

Customer Voice 40

Customer Voice Brands Customer Experience ROI 40

Second to None

APRIL 18, 2019

Working with an influencer gains you direct access to a niche audience while mitigating the margin of error that comes with targeting a group of potential customers. We achieve success through a relentless focus on quality and innovation, consultative relationships and a talented team of professional associates.

Marketing 76

Marketing Customer Experience Social Media Fashion 76