Thematic

JULY 3, 2018

This is part 3 of our blog series from our webinar “5 practical ways to influence managers for Voice of Customer (VOC) success”, by myself and Dr. Alyona Medelyan. This blog series is all about how to make a strong case internally in your business to get buy-in from your stakeholders for your Voice of Customer (VOC) programme.

Voice of Customer 59

Voice of Customer 2017 NPS Document 59

Thematic

FEBRUARY 24, 2025

After implementing improvements, menu update times dropped from 11 seconds to under 3 seconds, significantly improving satisfaction​ By leveraging real-time Voice of Customer feedback, businesses can detect issues early, optimize customer experience, and prevent churn.

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62

Second to None

MAY 31, 2018

Brands should strive to be as receptive to customer feedback as possible, collecting a trove of information that can then be converted into tangible changes to the way your team interacts with consumers. This feedback can be acquired in several different fashions, including voice of customer survey and mystery shopping programs.

Feedback 70

Feedback Net Promoter Score Voice of Customer Leadership 70

Second to None

APRIL 18, 2019

4] Furthermore, Dealsptr found that in the fashion industry, fashion influencers drive more purchasing decisions that family and friend recommendations. [5] Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Marketing 76

Marketing Customer Experience Social Media Fashion 76

Second to None

JUNE 26, 2018

Ultimately, a mystery shopping program can help luxury retail brands in a similar fashion to other industries. It will unlock key data points that will arm your team with the knowledge to craft a consistent omnichannel experience, and keep customers satisfied as they move along your pipeline.

Retail 63

Retail Brands Omnichannel Fashion 63

Second to None

MAY 1, 2018

To ensure that you keep your customers maintaining a positive perception, a key area to focus on is the response time from when a customer logs-in to a live chat, and the time it takes for your associate to respond. Additionally, if the process is too taxing, it is likely that the customer will move on and try your competitor’s site.

Customer Service 63

Customer Service Fashion Voice of Customer Brands 63

Second to None

AUGUST 14, 2018

Ultimately, Customer Experience optimization is a never-ending process, because relationships with consumers should be viewed with this same dynamic lens. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Brands 59

Brands Fashion Customer Centricity Voice of Customer 59

CX Journey

NOVEMBER 28, 2014

Make it clear you will keep your course in a calm and positive fashion. Be prepared to face dark clouds of negativity in a proactive, positive, productive fashion. customer experience voc voice of customer' It takes strength to stay calm, but don’t squander energy on negativity.

Fashion 63

Fashion Voice of Customer ROI Customer Experience 63

Second to None

SEPTEMBER 13, 2018

Organizations that provide a unique, individualized value to their customers, both within their brick-and-mortar locations and online, will always have a place in this landscape, because the sheer size of Amazon prevents them from reaching individuals in this fashion.

Retail 54

Retail Brands Fashion 2017 54

Second to None

APRIL 5, 2018

This is especially true for sub-categories like fashion and grocery because consumers like to try something on or confirm freshness before purchasing these kinds of products. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Retail 59

Retail Omnichannel Fashion Voice of Customer 59

Second to None

APRIL 8, 2019

[4] Customers want to be heard and tended to, and they want it to be in an appropriate fashion. Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. Get to the point, solve their problem, and be professional while you do it. [1] 1] [link]. [2] 2] [link]. [3]

E Commerce 82

E Commerce Customer Service Representative Fashion Poor Customer Service 82

Second to None

SEPTEMBER 21, 2018

Gap offers the “babyGap Outfit Box” that sends collections of baby fashion to subscribers, Hasbro offers subscribers their “Party Crate” consisting of three brand new games every three months delivered to their homes and Fender offers subscribers an online video lesson curriculum that reacts and responds to their progress instantaneously.[4]

Retail 54

Retail Consumers Brands Fashion 54

Second to None

MARCH 18, 2019

Previously an online option only, Neiman Marcus now offers a place in the store where customers can interact with digital stylists who provide fashion expertise while archiving shopper history and preferences for future purchases. The brand calls the new location a “playground for everyone”. [1]

Retail 59

Retail E Commerce Fashion Customer Centricity 59

Second to None

APRIL 9, 2018

“We end up competing against each other a lot of the time, and that actually means that both departments run promotions just to fluff up sales for a particular quarter,” said the e-commerce manager at a fashion retailer. “If Our solutions are developed on the basis of solid research and statistical science.

Brands 54

Brands E Commerce Retail 2014 54

Second to None

FEBRUARY 4, 2020

These brands earn their profits solely from the restaurants, with no added charge to the customers. The new-delivery model connects customers with restaurants in a similar fashion, but on top of that they also take care of the delivery process, opening the amount and genres of restaurants available to consumers.

Customer Experience 48

Customer Experience Fashion Customer Centricity Brands 48

Thematic

DECEMBER 9, 2022

It seems obvious, but according to Hubspot research , 42% of businesses don’t survey their customers or collect feedback. These companies may say that they ‘put customers first’, but without a voice of customer program in place it seems unlikely!

2008 71

2008 2010 Customer Satisfaction Fashion 71

Storyminers

MAY 21, 2020

Marketers are in a good position in orchestrating this sort of systematic change because they’re good at understanding buyer’s needs, implicit and explicit, Wittenstein continued, adding that CMOs should be responsible for injecting the voice of customer and buyer in technology development. “If

Culture 59

Culture Voice of Customer Fashion 2017 59

Second to None

APRIL 16, 2018

The end result was a true 360-degree look at all the ways a customer could engage with the brand — and an opportunity to trace the customer’s journey across all these different interactions through to the purchase. That seamless, big-picture look yielded unexpected insights.

Call Center 54

Call Center Measurement Brands Customer Centricity 54

Second to None

MARCH 7, 2018

Turn your customers into de facto brand ambassadors by putting in the effort to engage with them in a truly helpful fashion. Now, it is time to prioritize how and when to engage with your customers. Simply broadcasting your products and services is no longer enough. Get after it.

Customer Engagement 54

Customer Engagement Engagement Voice of Customer Brands 54

Second to None

MARCH 18, 2019

Previously an online option only, Neiman Marcus now offers a place in the store where customers can interact with digital stylists who provide fashion expertise while storing shopper history and preferences for future purchases. The brand calls the new location a “playground for everyone”. [1]

Retail 48

Retail E Commerce Fashion Customer Centricity 48

Waypoint Group

APRIL 21, 2015

In just a few weeks, San Francisco will be flooded with customer success professionals as Gainsight’s Pulse conference kicks off May 12. This year will be even grander and doubled in attendance from last year’s 900-person event, in true SF fashion! Plus, I will be speaking on May 13th, so you have that to look forward to as well.

2015 45

2015 Customer Success Workshop Events 45

CX University

JANUARY 20, 2021

Make some good old-fashioned flash cards. If you are new to CX, the term “closed-loop,” for example, may mean something very different from what it means in the voice of customer best practice. Rely on these to guide you to the right answer. Like any established profession, CX has its rhetoric, acronyms, and aphorisms.

Fashion 52

Fashion 2018 ROI NPS 52

SuiteCX

FEBRUARY 18, 2021

We were able to hold entire weeks’ worth of workshops in a collaborative fashion thanks to the virtual whiteboard space Miro provided.

Workshop 59

Workshop Banking 2020 2014 59

Storyminers

JULY 29, 2018

Marketers are in a good position in orchestrating this sort of systematic change because they’re good at understanding buyer’s needs, implicit and explicit, Wittenstein continued, adding that CMOs should be responsible for injecting the voice of customer and buyer in technology development. “If

Culture 45

Culture Voice of Customer Fashion Customer Experience Design 45

SurveySensum

JULY 6, 2023

Knowing these customer preferences, behaviors, and expectations will help you shape your marketing strategies. For instance, Patagonia, a trendy fashion store conducted surveys, and discovered that its target customers are looking for sustainability and eco-friendly fashion choices.

Customer Satisfaction 52

Customer Satisfaction Retail Marketing Social Media 52

SurveySensum

JULY 6, 2023

Knowing these customer preferences, behaviors, and expectations will help you shape your marketing strategies. For instance, Patagonia, a trendy fashion store conducted surveys, and discovered that its target customers are looking for sustainability and eco-friendly fashion choices.

Customer Satisfaction 52

Customer Satisfaction Retail Marketing Social Media 52

Storyminers

JULY 29, 2018

Marketers are in a good position in orchestrating this sort of systematic change because they’re good at understanding buyer’s needs, implicit and explicit, Wittenstein continued, adding that CMOs should be responsible for injecting the voice of customer and buyer in technology development. “If

Culture 40

Culture Voice of Customer Fashion 2017 40

Wootric

FEBRUARY 14, 2019

Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers. Why we love Angus: He’s the Customer Experience Manager at Sendoso and prides himself in “helping people connect the old fashion way.” Angus Yang.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

SuiteCX

OCTOBER 22, 2015

Doing this regularly enables you to walk the walk and help transform your enterprise into a truly customer-‐centric culture.

Customer Journey Mapping 40

Customer Journey Mapping Customer Journey 2015 Customer Centricity 40

Storyminers

JULY 29, 2016

Our most effective customer retention strategy is to be relentless about support. Our support team not only responds to our customers’ needs in a friendly and timely fashion, they work closely with our dev team to make our customers feel like product partners. Answer every complaint and do so in a timely fashion.

B2C 49

B2C Customer Retention Brands Social Media 49

SurveySensum

JULY 27, 2023

These events create a sense of exclusivity and make customers feel like they are part of an elite community, strengthening their bond with the brand. By understanding the voice of customers , the brand continuously evolves to offer unforgettable retail experiences that leave a lasting impression on its customers.

Retail 52

Retail Feedback Travel Loyalty Programs 52

ERDM

JANUARY 22, 2019

Through voice of customer (VoC) research, a six-step circle of value was identified (Figure 1): Figure 1: The six-step circle of value. Trust is the foundation; it opens the customer to reciprocity as a fair exchange of value. iSell puts everything the associate needs to know about her customer at her fingertips.

Customer Experience 53

Customer Experience Sales Customers B2C 53

ERDM

JANUARY 22, 2019

Through voice of customer (VoC) research, a six-step circle of value was identified (Figure 1): Figure 1: The six-step circle of value. Trust is the foundation; it opens the customer to reciprocity as a fair exchange of value. iSell puts everything the associate needs to know about her customer at her fingertips.

Customer Experience 49

Customer Experience Sales Customers B2C 49

Kustomer

JUNE 4, 2020

Everyone can log things, whether it’s an email or in some form or fashion and some software. We started to create a couple of other Slack channels to really highlight strategic customers or stories that we think are more relevant for the specific time. Hillary Curran: (06:13). I think the collection is easy.

Feedback 52

Feedback Customers Customer Experience Customer Service 52

SmartKarrot

JANUARY 27, 2022

Customer education is, in fact, one of the efficient ways to cut down on the support hours for your customer success team. With improved voice of customers (VOCs) and overall customer satisfaction scores, you can expect enhanced referrals, retention, and sales rate.

Customer Success 19

Customer Success E-support Customer Journey Mapping Social Media 19

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Mr. You won’t find Hilary on too many “Customer Service Thought Leaders” lists, but she has one of the most extensive articles on customer service you’ll find on the internet.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

SmartKarrot

MAY 6, 2021

Manage the kick-off meetings & QBRs for their customers. Apply here: [link] Role: Director of Customer Success Location: El Segundo, CA, US Organization: TechStyle Fashion Group As a Director of Customer Success, you will ensure “voice of customer” is heard, understood and advocated for in-regards to service experiences.

Customer Success 10

Customer Success Return on Investment Fashion Healthcare 10