Point of View

Technology and Business: The Future of Commerce

Technology and Business: The Future of Commerce

It is no secret that technology is becoming increasingly relevant in every facet of modern life. More and more business strategies are centered around implementing technology into the everyday customer experience. Presenting an updated and current brand image is important, but increasing efficiency and improving overall customer experience are where businesses hope to grow.

As the economy races to utilize technology, business trends continue to emerge across industries. Though there are seemingly infinite ways to mesh tech with business, a few key ...

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Customer Engagement Basics: Language

Customer Engagement Basics: Language

In today’s always-on environment, customers are constantly engaged with companies. In many ways, this can be great for business, as consumers have greater access to information to educate their decisions. However, because companies are always connected to their customers, it is important to recognize how to engage with these individuals. The information a company puts out must be accessible and relevant to what buyers want.

The customer engagement lesson here is something your mother has probably told you at some point ...

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Mystery Shopping and “Undercover Boss”

Mystery Shopping and “Undercover Boss”

Mystery Shopping and “Undercover Boss”

Mystery shopping is one of the most useful ways to capture the voice of customer for a particular industry or business. By going undercover and engaging in an authentic customer experience, mystery shoppers give a unique perspective to interested companies that are looking to improve their services. By conducting follow-up customer feedback surveys, these shoppers provide the data necessary for valuable insights that serve as the basis for actionable goals. In short, mystery shoppers ...

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Social Media, Customer Service, and Marketing

Social Media, Customer Service, and Marketing
Social Media, Customer Service, and Marketing

Providing exceptional customer service is key for any business. In fact, great customer service can be a company’s best form of marketing. From having great ratings on Facebook reviews to social media word-of-mouth, focusing on customer centricity should be a large part of any company’s marketing strategy. The goal of marketeers is to find ways to increase market shares, but maintaining a great relationship with existing customers can be just as effective.

Social media ...

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Mystery Shopping 101: Shop With Second To None

Mystery Shopping 101: Shop With Second To None

So you want to be a mystery shopper? You have come to the right place.

Second To None is one of the most respected and dependable companies for mystery shopping and voice of customer solutions, thanks in large part to the amazing team of mystery shoppers that power our data. Quality shoppers that provide us with authentic and accurate reports are what make our services exceed expectation.

Where do you fit into this? We are always looking for new shoppers, as our ...

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CX Basics: Delivering On Your Brand Promise

CX Basics: Delivering On Your Brand Promise

Authentic brands deliver better customer experience.

The phrase “brand promise” is thrown around a lot in the customer experience industry these days. Delivering on a brand promise is the goal of seemingly every company.

But, wait: what does it mean to deliver on your brand promise? How do you achieve this goal? What even is a brand promise?

We’re glad you asked.

What is a brand promise?

To begin, we need to define the term everybody is talking about. A brand promise is a statement ...

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Improving Employee Engagement

Improving Employee Engagement

Improving Employee Engagement

Successful businesses begin with happy and motivated employees. Without a fully engaged staff, your business goals cannot align with your business practices, resulting in an inauthentic company trajectory.  Happiness, enthusiasm, and workplace morale are important for every business and worthy of prioritizing in both the long term and short term.

Industry leaders in employee engagement, such as Google and Quicken Loans, succeed at creating an authentic culture that sparks innovation, creativity, and unified employee bases. Employees ...

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Benefits of Cloud-Based Data

Benefits of Cloud-Based Data

Cloud-Based Data

In today’s technology-driven society, much talk has surrounded the “cloud.” Though it is often referenced, few realize the benefits (or even definition) of the cloud, especially in regards to data management. The cloud, in this context, is the online and always accessible storage of data and information. In short, storing information in the cloud allows for businesses and individuals to have greater access and control of their data.

A primary example of cloud-based data and storage ...

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Steps To Map Out Customer Touchpoints

Steps To Map Out Customer Touchpoints
Steps To Map Out Customer Touchpoints

Keeping track of communication with customers is often a very difficult task. There are several touchpoints with which customers can come in contact, including online and in person. Thus, keeping track of such touchpoints and how they engage with each other can become quite tedious. So why do it?

Understanding the interactions between your company and consumers can directly affect the longevity and loyalty of your customers. Communication strategies can ...

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Infographic: Website Customer Service Prevails

Infographic: Website Customer Service Prevails

Infographic: Customer Service Starts on Your Website

Improving the online shopping experience of your customers is vital to a successful business. Even as mobile apps become more commonplace, the use of standardized websites that have been optimized for personal computers (not tablets or cell phones) continues to grow. Surprisingly, mobile app use trails behind PC use when it comes to preferred customer service channels. 

The following infographic displays these enlightening statistics which reinforce the importance of a ...

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