Second to None

FEBRUARY 15, 2018

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] [link]. [2]

Brands 69

Brands Leadership Customer Centricity Voice of Customer 69

Lumoa

NOVEMBER 7, 2022

. #2 Companies are using CX to create a competitive advantage Customers have more options than ever before. In 2018, two-thirds of companies were competing solely on CX and that number is only expected to grow. However, some firms have been selling consumer data to third parties, prompting regulators to intervene.”

Trends 195

Trends Customer Experience Competitive Advantage Feedback 195

Lumoa

APRIL 3, 2018

How do you make important or day-to-day consumer decisions in your life? 83% of customers would trust recommendations from the people they know : colleagues, family, friends, etc. At the same time a NPS survey is simple and short enough for consumers to respond regularly. Net Promoter in a nutshell [infographic].

Net Promoter Score 316

Net Promoter Score NPS Touchpoint Feedback 316

Kayako

SEPTEMBER 20, 2018

Increasingly, customers are demanding some form of real-time communication to be available to them, allowing for instant responses to questions, queries and complaints. Indeed, according to research from Salesforce , 64 percent of consumers expect this kind of offering to be in place. Make Use of Voice of Customer Data.

B2B 203

B2B Sales Customer Experience Customer Journeys 203

Second to None

MARCH 13, 2019

While a screen interaction may seem less personal, data shows that personalization is only increasing with the integration of mobile consumer services. Consumers want an effortless experience that is tailored to their needs and interests. 72 percent of customers are willing to share their email address.

Customer Experience 82

Customer Experience Multi-Channel Consumers Customer Centricity 82

Second to None

APRIL 11, 2018

Like other fields, organizations get gain the upper-hand by monitoring and responding to popular trends in the Customer Experience field. Consumer preferences are continually shifting, and brands that manage to update their CX platform to meet this moving target are positioning themselves to provide a great value to customers.

Trends 54

Trends Customer Experience Self Service Voice of Customer 54

Second to None

MARCH 9, 2018

Customer expectations within the social media space are changing as the technology platforms become more integrated in society. Specifically, the ability to provide a high level of customer service can help improve the way that online consumers perceive your brand. Brands have a lot of work to do to meet these expectations.

Social Media 69

Social Media Chatbots Customer Service Brands 69

Second to None

OCTOBER 16, 2018

The holiday season is approaching and it can help determine whether 2018 was a year of growth or stagnation for your retail brand. New technologies have shifted consumer expectations, changing the necessary preparatory work that a brand must complete to ensure a bountiful holiday season. 1,2,3 [link].

Customer Engagement 67

Customer Engagement Engagement Ecommerce Retail 67

Lumoa

OCTOBER 31, 2018

It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. We asked 15 experts these three questions to figure out what direction industry is taking: How do you see the future of customer experience? 2018 will be the year of CX and AI.?

Customer Experience 150

Customer Experience Customer Centricity Culture Consulting 150

Second to None

MAY 9, 2019

The fact is, customers’ information allows for companies to create a more personalized , low-effort customer experience that ultimately leads to higher satisfaction. Though over the years, customers have grown to be skeptical towards the collection of consumer data. Keep your Data Safe. 1,3] [link]. [2][link]. 2][link].

Data 86

Data Social Media Study Consumers 86

Second to None

FEBRUARY 6, 2019

Research revealed little to no improvement in customer experience over the course of 2018 [1]. Shaw argues that in order to see tangible improvements in customer experience, companies must be willing to disrupt the status quo of their organization. You have to know what the customer wants before you can give it to them.

Customer Experience 67

Customer Experience Voice of Customer Innovation Course 67

Second to None

AUGUST 2, 2018

From unclean environments to terrible examples of customer service, these moments can have a permanent and poisonous impact on the perception that consumers have of your organization. In this instance, a customer who refused to give up his seat after the airline overbooked his flight was violently removed from the aircraft.

Brands 59

Brands Airlines Social Media Voice of Customer 59

Second to None

JUNE 7, 2018

Creating a lasting impression in the minds of your target customers can be a daunting task for brands across different industries. Creating an online experience that pushes customers further along their path-to-purchase can be a differentiator between growth and stagnation. 1,2,3,4 [link].

Social Media 59

Social Media Voice of Customer Brands Advertising 59

Second to None

MARCH 30, 2018

You can access the article by clicking here , or by reading below: This piece was originally published by AdWeek on March 30, 2018: “In 1997, I was flying out to San Jose, Calif., And this number will only keep growing as consumer behaviors evolve, driving brands to look to new technologies to solve those gaps.

Customer Experience 112

Customer Experience Airlines Brands Voice of Customer 112

Second to None

SEPTEMBER 20, 2018

Mobile devices have become a ubiquitous aspect of American consumer culture. It’s no wonder then that as customer habits transitioned further towards mobile, Google answered. On the March 26th of 2018, Google announced that they were rolling out mobile-first indexing. Things have changed, however. Let’s dive in.

Ecommerce 54

Ecommerce Customer Experience Customer Journeys How To 54

Second to None

SEPTEMBER 13, 2018

Customers can log on to their marketplace and access products across every industry, provided by third-party vendors or Amazon themselves. In fact, Amazon’s 2018 online sales will account for close to 50% of all online sales spent in the United States, up close to 30% of their share from 2017.[2] 1 [link]. 3,4,5 [link].

Retail 54

Retail Brands Fashion Voice of Customer 54

Second to None

MARCH 19, 2018

“Chinese startup Mobike offers dockless bike sharing for consumers to find and ride bikes within their service zone.”” ”” Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Voice of Customer 59

Voice of Customer Report Brands Customer Journeys 59

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.

How To 54

How To Retail Effort Score Voice of Customer 54

Second to None

JANUARY 22, 2019

Rather than focus on the new tech that could be implemented to improve the Customer Experience, check out the following organizational philosophies written by Randy Pennington for the Huffington Post. This piece was originally published by Huffington Post on January 4, 2018. Ease of use will be the driving factor.

Telecommunications 48

Telecommunications Effort Score B2C Voice of Customer 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). They gathered consumer data from 10,000 respondents in the US.

ROI 54

ROI Study Financial Loyalty 54

Second to None

APRIL 6, 2018

Establishing a solid block of your customer’s “mindshare” can be very valuable to establishing long-term customer relationships. Ultimately, to accomplish this your brand needs to provide a great service and be an experiential destination for your target customer segments. Take a controversial stance.

Brands 61

Brands Customer Centricity Voice of Customer Consumers 61

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). They gathered consumer data from 10,000 respondents in the US.

ROI 48

ROI Effort Score Study Financial 48

Second to None

FEBRUARY 19, 2018

Brands, however, are put on the sidelines, as many are not delivering the personalized content, expertise and services consumers expect , informed by a deeper understanding of their needs. It’s all about the consumer in that one moment in time. It’s all about the consumer in that one moment in time. Are you still using personas?

Retail 59

Retail Brands Consumers Guidelines 59

Second to None

APRIL 26, 2019

The more proactive a company is in preparing for mistakes, the quicker they are at finding a solution when they do occur and the less time passes in which the customer’s frustration can increase. Additionally, solving issues shows customers that future mistakes will be addressed and tended to if need be. 2,3] [link].

Loyalty 81

Loyalty B2C Brands Study 81

Second to None

MARCH 14, 2018

You can access the piece by clicking here , or by reading below: This piece was originally published by Chief Marketer on March 8, 2018: “To combat advertising fatigue, more companies are turning to experiential marketing—creating powerful memories for participants while connecting with the people who genuinely want to interact.

Strategy 54

Strategy ROI Social Media Return on Investment 54

Second to None

APRIL 26, 2019

The more proactive a company is in preparing for mistakes, the quicker they are at finding a solution when they do occur and the less time passes in which the customer’s frustration can increase. Additionally, solving issues shows customers that future mistakes will be addressed and tended to if need be. 2,3] [link].

Loyalty 76

Loyalty B2C Brands Study 76

Second to None

APRIL 12, 2019

In a recent article , Abhi Yadav, CEO and Co-Founder of customer analytics platform company, Zylotech, shared his hot tip on acquiring and retaining customers: relevancy. Yadav highlights data from a 2018 Accenture study that found that more people are making purchases based upon a brand’s relevancy. [1] 1] [link]. [2]

Omni-Channel 69

Omni-Channel Multi-Channel B2C Customer Centricity 69

Second to None

MARCH 5, 2018

You can access the piece by clicking here , or by reading below: This piece was originally published by Forbes on March 5, 2018: “It is difficult not to roll your eyes when you hear executives talk about “putting their customers first,” especially when their businesses behave like their customers are more of a burden than a blessing.

Brands 54

Brands Retail ROI Metrics 54

Second to None

APRIL 9, 2018

You can access this article by clicking here , or by reading below: This piece was originally published by DIGIDAY on April 6, 2018: “Sephora’s retail teams have been operating differently since the company broke down one of the biggest internal barriers in October of last year, combining its in-store and digital teams.

Brands 54

Brands Retail Loyalty Fashion 54

Second to None

FEBRUARY 19, 2019

1,2,4] (2018). Enterprise Retail Grocery Report October 2018. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. PYMNTS.com. [3] 3] [link]. [5] 5] [link]. [6]

Industry 48

Industry Brands Rewards Programs Loyalty 48

Second to None

MARCH 8, 2019

According to a 2018 Gallup study, 23 percent of employees experience feeling burned out at work very often while 44 percent feel burned out sometimes. In customer experience, we consistently look at consumer data to inform our decisions and initiatives. It is associated with high levels of stress and low levels of ambition.

Study 48

Study Financial Customer Centricity Employee Experience 48

Customer Alignment

DECEMBER 18, 2017

As I was considering ‘what to expect in 2018’, I took a step back and contemplated 2017. From our own work helping organisations deliver experiences that customers will cherish and value, and as consumers ourselves, we have seen streamlining of customer experiences. This is set to change in 2018 – so watch out for that.

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer CEM 45

Second to None

FEBRUARY 19, 2019

1,2,4] PYMNTS.com, Enterprise Retail Grocery Report October 2018. [3] Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. 3] [link]. [5] 5] [link]. [6]

Industry 73

Industry Brands Rewards Programs Loyalty 73

Second to None

APRIL 16, 2018

However, as communication with consumers gets increasingly spread to multiple channels, it is more challenging to make sense of this information. Each of those potential points of interaction creates data every time the customer acts by clicking on a website or performing a search or phoning a call center.

Data 54

Data Call Center Measurement Brands 54

Second to None

FEBRUARY 16, 2018

on February 7, 2018: “When the heads of Berkshire Hathaway, Amazon and JP Morgan Chase announced that they would start a new non-profit initiative to find a better healthcare solution for their employees, stocks across major healthcare and insurance companies fell dramatically.

Healthcare 54

Healthcare Leadership Innovation Voice of Customer 54

Second to None

APRIL 24, 2018

If you feel like 2018 is your time to get into mobile marketing for your business , there are a few common mistakes and faux pas you can easily avoid right from the start. With a little bit of time, planning and effort, you can make sure your mobile marketing efforts are right in line with your consumer base and marketing budget.

Marketing 59

Marketing Advertising Social Media Voice of Customer 59

Stella Connect

OCTOBER 26, 2021

The only way to deliver those positive experiences consistently is to invite your customers to define and measure quality for you as part of the service experience via collecting, and analyzing, customer feedback. 4 Business Benefits of Using Customer Feedback in Call Center Performance Management.

Call Center 52

Call Center Management Contact Center Effort Score 52