Second to None

JUNE 12, 2018

Fostering a consistently authentic Customer Experience is a challenge for brands of all different sizes. However, as your brand expands to different locations across your region or country, it becomes increasingly challenging to retain the authenticity that led to past profits. 1,2,3 [link].

Brands 72

Brands Leadership Voice of Customer Omnichannel 72

Second to None

SEPTEMBER 27, 2018

The goal for most major retail brands is to expand their brick-and-mortar locations so that they reach as many consumers as possible. As these organizations widen their geographic reach, there can be a dip in customer service and satisfaction levels.

Retail 69

Retail Measurement Brands Omnichannel 69

Second to None

JUNE 14, 2018

Word-of-mouth marketing is a massive tool that is utilized by the best brands in most industries, but how can you set up your Customer Experience to encourage a consistent stream of promoters? In fact, brands that have embraced the NPS philosophy have experienced a 50% increase in customers over six months at a 98% retention rate.[1]

NPS 66

NPS Brands Net Promoter Score Voice of Customer 66

Second to None

MARCH 22, 2019

1] That being said, you must allocate efforts towards creating a positive reputation of your brand online. Influence is a major factor for Gen Z when it comes to making a purchase and connecting with a brand. 4] Due to this shift, younger people are connecting with brands in different ways. Online Influence.

Connections 63

Connections Brands 2008 Social Media 63

Second to None

FEBRUARY 19, 2019

[2] So, while it is important to stay on top of the increasing digital trend, it is equally as important to maintain a strong brand experience for in-store customers. Big change in any industry is slow; in the meantime think about these ideas to improve your grocery store’s brand experience. Private Brand (PB).

Brands 73

Brands Rewards Programs Loyalty Fashion 73

Second to None

MARCH 22, 2019

1] That being said, you must allocate efforts towards creating a positive reputation of your brand online. Influence is a major factor for Gen Z when it comes to making a purchase and connecting with a brand. 4] Due to this shift, younger people are connecting with brands in unique ways. Online Influence.

Connections 75

Connections Brands 2008 Social Media 75

Second to None

AUGUST 16, 2018

Creating an excellent Customer Experience has become a major differentiator across most industries, but is especially impactful in the financial services space. Nowadays, creating a great experience requires more than training employees to provide exceptional customer service. 1] [link]. [2] 2] [link]. 1] [link]. [2] 2] [link].

Financial 59

Financial Measurement Brands Customer Experience 59

Second to None

AUGUST 23, 2018

Successfully implementing your desired brand image is incredibly important. Industry leaders spend a lot of time, money, and managerial bandwidth to make sure that their brand is well received and well recognized. A good reason to give your brand a visual makeover is to shake off an outdated image. Outdated Image.

Brands 59

Brands Voice of Customer Consulting Sales 59

Second to None

JULY 10, 2018

Growing brands are in a unique position in the marketplace because they are occupying a space between two poles. In virtually every industry, your brand will be required to team up with third-party organizations to complete various aspects of your infrastructure. 1] [link].

Brands 63

Brands Competitive Advantage Document Voice of Customer 63

Second to None

JUNE 26, 2018

Luxury retail is a space dominated by brands with consistently great reputations, because trust serves a foundational pillar in the relationships formed between consumers and brands. While in the past interactions between luxury brands and their consumers were dominated by the in-store associate.

Retail 63

Retail Brands Omnichannel Fashion 63

Second to None

AUGUST 14, 2018

Brand perception rests on a constantly changing spectrum. Understanding how consumers view your organizations plays a huge role in your employees’ ability to establish beneficial relationships with customers. In the modern landscape, customers will quickly move on from brands in which they had a poor experience.

Brands 59

Brands Fashion Customer Centricity Voice of Customer 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.

Retail 59

Retail Brands Omnichannel Touchpoint 59

Second to None

AUGUST 2, 2018

Every brand, across most industries, is trying to simultaneously capture and avoid viral moments on a daily basis. Ideally, these small instances captured by a cell phone camera help galvanize both current and potential patrons so that they get a clear picture of your brand message in a natural setting.

Brands 59

Brands Airlines Social Media Voice of Customer 59

Second to None

SEPTEMBER 21, 2018

As consumer purchasing options widen, it becomes increasingly challenging for retail organizations to foster a brand identity that connects with evolving consumer expectations. Different technologies have shifted the primary channels in which these interactions take place, forcing brands to adjust their experience platform.

Retail 54

Retail Consumers Brands Fashion 54

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. One specific segment that fast-casual brands should be catering their services towards are millennials.

Consumers 63

Consumers Brands Rewards Programs Loyalty 63

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. Organizations with high eNPS scores typically will experience higher levels of customer satisfaction and retention.

Brand Values 59

Brand Values Brands Leadership Voice of Customer 59

Second to None

SEPTEMBER 13, 2018

Recently, Amazon made another huge leap in their brand journey, eclipsing a market value of over $1 trillion. 1] Amazon provides its customers with unprecedented convenience, product selection, all matched with above-average customer service and a beloved Prime loyalty program.

Retail 54

Retail Brands Fashion 2017 54

Second to None

FEBRUARY 12, 2018

Crafting a leading customer service strategy can serve as a differentiator for brands in any industry, because it is this kind of value that truly sticks out to customers in this age of indulgence. This piece was originally published by Hyken : “I’ve written about the customer service gap before.

Brands 59

Brands Leadership Voice of Customer Customer Centricity 59

Second to None

MAY 15, 2018

Brands that want to stand out in today’s saturated and competitive marketplace need to have a carefully developed branding strategy. Still, customers’ perceptions of a brand is an even more important part of the equation. What is brand equity? Types of brand equity. Brand equity can be positive or negative.

Measurement 59

Measurement Brands Social Media Voice of Customer 59

Thematic

AUGUST 29, 2024

According to a recent McKinsey report , improving customer care is the fastest-growing priority for customer care leaders. And Voice of Customer (VoC) programs are among the most effective tools in the box. Voice of Customer (VoC) is all about tuning into what your customers really think.

Voice of Customer 62

Voice of Customer Social Media Feedback Multi-Channel 62

Second to None

FEBRUARY 19, 2019

[2] So, while it is important to stay on top of the increasing digital trend, it is equally as important to maintain a strong brand experience for in-store customers. Big change in any industry is slow; in the meantime think about these ideas to improve your grocery store’s brand experience. Private Brand (PB).

Brands 48

Brands Rewards Programs 2018 Loyalty 48

Beyond Philosophy

MAY 7, 2022

In this episode, we talk with Chief Marketing Officer of Verint, Celia Fleischaker about the third part of the Customer Science fusion formula, data, and how to ensure that you are using all of yours. Verint is an expert in the Voice of Customer and have been for over 25 years. appeared first on CX Consulting.

Customer Insights 78

Customer Insights Insights Voice of Customer Insurance 78

Second to None

FEBRUARY 15, 2018

Brands that stock and sell alcohol and tobacco products have a responsibility to their community to ensure they remain compliant with federal and local regulations. Some of the potential repercussions of brands that are unable to remain compliant can go beyond fiscal punishments. 1] [link]. [2] 2] [link].

2018 69

2018 Brands Document Leadership 69

Customer Bliss

JUNE 6, 2018

Within his role, Eric now owns the VoC programs, CX and brand activation team, and the Gold Plus Rewards loyalty program. How do they feel about the brand? These are questions Eric had to ask when it came to trying to instill pride in the brand so people could be proud of where they work. Hire the Smile Behind the Resume.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

Second to None

APRIL 9, 2018

Measuring what the most successful brands are doing in any industry can serve as a great source of information for your organization. One recent initiative that organizations can learn from was implemented by the luxury brand Sephora. Loyalty is a data-driven ecosystem, so that’s hugely powerful.””

Brands 54

Brands E Commerce Retail 2014 54

Second to None

SEPTEMBER 5, 2018

Interactions with customers are an inevitability for all brands, but the way that these interactions occur varies greatly across different industries. These moments take place every day, online , on-the-phone or in-store , and each individual instance shapes the overall perception that consumers have of your brand.

Retail 59

Retail Brands Leadership Consumers 59

Second to None

MAY 8, 2018

Beyond just using an email verifier tool to ensure clients receive content, here are more ways in which paying attention to your customers can yield big results. How an Email Marketing Strategy Enhances the Customer Journey. When a customer interacts with you, their previous interactions with brands will influence its nature.

Customer Journey 59

Customer Journey Brands Marketing Return on Investment 59

InMoment XI

FEBRUARY 12, 2024

Based on these insights from multiple feedback channels, this retail brand can make sure Sarah’s order reaches her home address, give her product recommendations based on her past reviews, and contact the distribution department to make sure mistakes like this don’t happen in the future. Which customers can we speak to about your services?

NPS 260

NPS Net Promoter Score Effort Score ROI 260

Second to None

MARCH 12, 2018

Customer Experience measurement programs usually share the over-arching goal of capturing an accurate understanding of how, when and why customers purchase a product. To get better at connecting with customers, ask yourself these questions: How do I help customers get smarter about how they engage with my brand?

Brands 54

Brands Voice of Customer Connections Events 54

Second to None

FEBRUARY 23, 2018

Advanced technology has opened up a new world of brand-to-customer communications, but simply upgrading your CX infrastructure is not enough to become an industry leader. Zappos also uses analog personal communications with branded thank-you notes decorated with employee-created doodles.

Technology 54

Technology Brands Voice of Customer Communication 54

Second to None

MARCH 5, 2018

Too often, brands will create an over-arching strategy that places profit as the number one priority. Brands that do manage to place providing value to customers at the center of their strategy will be revealed as leaders in their respective industries. Channel P&Ls Versus Customer P&Ls .

Brands 54

Brands E Commerce Retail ROI 54

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 Brands 86

Second to None

AUGUST 9, 2018

The overarching goal of any brand is to encourage consistent profitability, but sometimes these profits do not tell the whole story. Brands that acted solely on the data provided by these bad profits were not paying attention to what customers were saying.

Net Promoter Score 63

Net Promoter Score Telecommunications Voice of Customer NPS 63

Second to None

AUGUST 9, 2019

Naturally, humans experience emotional responses at all touchpoints of the customer journey, making it an essential part of the discussion. When evaluating your brand’s customer journey , ask yourself: Are you connecting with your customer on a personal and emotional level? Emotion Creates Connections.

Loyalty 83

Loyalty Touchpoint Voice of Customer Brands 83

Second to None

FEBRUARY 4, 2020

One of the most unfiltered ways of observing and analyzing the customer experience within your brand is to employ mystery shopping programs. Mystery shoppers give valuable data and feedback to some of the biggest brands in America, which will then be analyzed to refine store designs, employee training, and products.

Customer Centricity 118

Customer Centricity Voice of Customer Retail Consulting 118

Second to None

MARCH 13, 2018

Capturing the right data is a key step in providing an appropriate value to the unique customer base served by your brand. In most instances, brands will hire a third-party to collect this information, specifically via programs like mystery shopping , voice of customer survey , or brand reputation monitoring to name a few.

Measurement 59

Measurement Voice of Customer Customer Centricity Insurance 59

Second to None

MARCH 30, 2018

Creating a great Customer Experience can serve as a huge differentiator between your brand and the rest of the competition, but it can be very challenging to establish this level of service. I’ve never been able to thank the individual who helped me, but this kind of customer experience is unforgettable.

Customer Experience 112

Customer Experience Airlines Brands Voice of Customer 112