Second to None

APRIL 3, 2018

Online ordering for both takeout and delivery is wildly popular, with food delivery estimated to grow by almost 200% between 2016 and 2021.[2] 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. 1] [link]. [2] 2] [link]. [3]

Brands 63

Brands Consumers Rewards Programs Loyalty 63

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. She is a Speaker, Author, and Customer Success Influencer. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

OpinionLab

SEPTEMBER 16, 2016

Along with every piece of customer feedback, an effective VoC program collects reported context (at the most basic level, what your customers feel about their customer experience) and touchpoint context (i.e.

Voice of Customer 60

Voice of Customer Omni-Channel Touchpoint Customer Centricity 60

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

CX Journey

MAY 3, 2016

This is a modified version of that post, which appeared on their blog on March 30, 2016. The Customer Experience Professionals Association (CXPA) was established in 2011 to support and to advance the customer experience profession, to set standards for the profession, and to increase the visibility of these long-unsung heroes.

Customer Experience 80

Customer Experience Customer Experience Professionals ROI Metrics 80

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ChurnZero

JANUARY 13, 2023

Customers scrutinizing expenditures will not have the luxury of sticking around with vendors where value is not returned multiple fold. Customer Success and a customer-centric framework are the key elements in this equation. CX and CS finally get recognized as a team sport.

Trends 98

Trends Customer Success Chief Customer Officer Customer Journeys 98

Retently

AUGUST 9, 2018

Customers’ desires are usually classified in a hierarchical structure, and each desire or need is assigned a certain level of priority depending on your business’ goals. Voice of Customer also represents your existing and target customers’ opinions regarding your products and services.

Feedback 87

Feedback CEM Net Promoter Score Social Media 87

Second to None

FEBRUARY 28, 2019

Watermark Consulting’s 2019 Customer Experience ROI study examined the cumulative total stock return of the L eaders and L aggards in CX over the span of eleven years (Forrester Research’s CX Index from 2007-2015 & Temkin Group’s Experience Ratings from 2016-2018). 1] [link]. [2] 2] [link]. [3]

ROI 54

ROI Study Financial Loyalty 54

Second to None

JANUARY 22, 2019

They stop asking two crucial questions: What else can we do to enhance the customer experience, and what’s next on the horizon that will be important for our customers tomorrow? In 2016, 62.9 ” Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Telecommunications 48

Telecommunications B2C Voice of Customer Effort Score 48

Second to None

FEBRUARY 4, 2020

Alongside overall digital influence growth, mobile’s in-store influence has also expanded from 5 percent in 2013 to more than one-third (37 percent) in 2016. 3-18, 2016. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. About the survey. RELATED LINKS.

Customer Journeys 48

Customer Journeys Retail Apparel Consumers 48

Second to None

FEBRUARY 28, 2019

Watermark Consulting’s 2019 Customer Experience ROI study examined the cumulative total stock return of the L eaders and L aggards in CX over the span of eleven years (Forrester Research’s CX Index from 2007-2015 & Temkin Group’s Experience Ratings from 2016-2018). 1] [link]. [2] 2] [link]. [3]

ROI 48

ROI Effort Score Study Financial 48

Experience Matters

APRIL 7, 2015

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.), Watch this blog and my Twitter feed for an announcement about the 2016 CX Vendor Excellence Awards in January 2016.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

ClearAction

MAY 18, 2017

Most VoC managers grapple with those at the expense of VoC’s purpose, according to ClearAction’s 5-year benchmarking of B2B customer experience practices. They are twice as likely to identify and solve product issues and to make strategic decisions more customer-centric.

ROI 54

ROI Feedback Survey Financial 54

CX Journey

APRIL 5, 2017

It was published on their blog on June 7, 2016. Are you following the 10 Commandments of Customer Experiences? In May 2016, I spoke at CallidusCloud Connections (C3); if you've never been to this event, be sure to check it out this year! When that happens, the customer wins. I've made slight modifications.

Customer Experience 144

Customer Experience Policies Employee Experience Innovation 144

Second to None

MARCH 16, 2018

A report by McKinsey (2014) found that companies focusing on maximising satisfaction of the entire customer journey can potentially increase customer satisfaction by 20%. And again, Forrester (2016) showed that superior CX drives superior revenue growth.

Trends 63

Trends Omni-Channel Customer Experience Chatbots 63