Perspective
Customer Experience Management Articles, Case Studies, and White Papers
We have an extensive library of cases, white papers and other materials to help
you understand and evaluate the merits of different customer experience research
programs. If you don't see what you're looking for, check the
archive, or contact
us.
Customer Feedback
Using
Customer Intercept Surveys to Understand Need State across Store Formats
In the recent past, the consumer electronics product category has shown unnerving
results for this retailer. A plethora of competitive alternatives including erosion
of in-line sales in favor of online formats pushed this retailer to evaluate conversion
factors across store formats. The challenge was to develop a research program that
could speak to the relative importance of several competing conversion factors at
both free-standing and in-line formats.
Top 3 Customer Experience Measurement Mistakes
Over the past two decades, Second To None has worked with dozens of brands who've
asked us to take a fresh look at their legacy customer experience/satisfaction programs.
Whether you come from the retail, restaurant, banking, healthcare or other industry,
most programs struggle for the same reasons.
5 Ways to Mess Up Perfectly Good Customer Feedback
Perfectly good customer feedback comes in many shapes and sizes. Customer satisfaction
survey instruments take many forms, most of them somewhere between adequate and
exceptional. Focus groups, one-on-one interviews, social media. Even 3x5 mailers
all do the trick. Yet, whichever collection mechanism you choose, there's a decent
chance you (or your organization) won't capitalize on that data.
Customer Experience
Brand
Authenticity: A New Way Forward in Customer Experience Management
Brand AuthenticitySM is a new way forward for customer satisfaction management
programs. Brand Authenticity is a term that can be used to describe the customer
experience when it is designed, executed and perceived in a consistent, predictable
and intentional manner. When used effectively, this tool helps companies measure
and manage the complete customer experience.
Gauging
organizational alignment from missing data
A national entertainment retailer contacted Second To None several years ago for
assistance measuring the comprehensive experience. Insight gathered from customer
satisfaction surveys and mystery shop evaluations details satisfaction against purchase
behavior, employee product knowledge, and store compliance with brand standards.
Customer Experience Execs: Are Your Mystery Shops 'Constructively Negative'?
Are shoppers who expect to evaluate service delivery inclined toward "constructively
negative" evaluations regardless of the actual experience?
Mystery Shoppping
Start
with Quality Data and Actionable Insights Will Follow
Mystery shopping programs can get stale quickly when the quality of the data is
called into question. Whether lack of reliable and actionable insights result from
program design challenges, questionnaire problems, or implementation, once a program
loses momentum it can be tough to bring it back to life. A Fortune 500 retailer—operating
more than 1500 stores nationally with sales in excess of $20 billion—contacted Second
To None to breathe new life into their stagnant customer experience measurement
program.
Strengthen
your brand with targeted employee training programs
A national high-end retailer asked Second To None to help it improve the personalized
customer experience in-store and in its call center. Operating more than 500 locations—125
company-owned, this retailer sought to strengthen employee training programs and
increase customer satisfaction ratings and engagement.
Getting
Specific Mystery Shopping Data Improves the Bottom Line
An international quick-serve concept chain operating more than 10,000 locations
was looking for a provider to administer a complex, comprehensive evaluation program
to measure and compare customer experience standards across a subset of locations.
The chain wanted to transition an existing quarterly program from several providers
to one.
Compliance Audits
Real-time
Customer Service Compliance Leads to 50% Revenue Gains
A super-regional retailer with 200 locations sought to understand the customer experience
across multiple departments. After implementing new customer service standards,
the retailer asked Second To None to help evaluate how well different components
of the service standard were implemented.
National
Health Insurance provider monitors compliance with CMS regulations
A large health insurance provider contacted Second To None needing a formal, real-time
tool to track the performance of independent sales agents against both CMS and corporate
guidelines. With more than 75,000 employees across the US, instilling a culture
of compliance is essential to long-term success.