We work with brands who wish to thrive through creating intentional and authentic customer experiences.

We work with brands who wish to thrive through creating intentional and authentic customer experiences.

We work with brands who wish to thrive through creating intentional and authentic customer experiences.

A compelling Customer Experience strategy, supported by clear initiatives, effective tactics and adaptive expertise is paramount to every customer-centric brand with a desire to remain relevant in today’s marketplace.

Customer Experience Strategy & Design

The most successful brands have a relentless, strategic focus on customer experience measurement and continual improvement.

 

Today’s consumers are overwhelmed by the choices they have for products and services of every kind. In the minds of most, there is a sea of sameness in the marketplace, and to a large degree, product and price parity. The most forward-thinking brands are now focusing on Customer Experience as the most effective way to differentiate, drive customer satisfaction and nurture customer advocacy. The delivery of customer experiences has become multi-faceted, and today crosses the boundaries of in-store, online, mobile, social and call center.

Customer Experience Strategy & Design Roadmap

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Journey Mapping

Uncover and act on the behavioral drivers of the customer experience.

 

Journey mapping is a tool customer-centric brands use to help them see what their customers truly want – the real moments of truth and the ways in which customers go about achieving their needs. Second To None believes it is critical to understand customers’ experiences throughout the full cycle of interactions. Customer journey mapping provides the intelligence that will form the foundation of a company’s customer experience strategy. While the customer journey map needs to be developed from the point of view of the customer, it is equally important to understand how that experience aligns with internal organizational structures, service delivery models, and metrics.

Elements of Effective Journey Mapping

Create Optimal Listening

By identifying what customers care about most, the map will guide customer metrics in place and also identify gaps where customer surveys or other channels can focus.

Affirm Action Plans, Reveal Obstacles

Maps do this by revealing where the risks and value are from the customer viewpoint. Effective journey mapping enables everyone to focus on those areas across the customer experience delivery chain where material impacts are expected to occur – enabling organizations to minimize and resolve less desired experiences and optimize positive experiences.

Right People Engaged

Journey mapping creates opportunities for a large team to work together, creates new champions for your programs and looks to get the right people engaged around your CX strategy. With cross-functional teams involved, silo conflicts can be revealed, with those conversations identifying opportunities to enhance the customer experience across channels and touchpoints.

Program Management

We deliver on our promises with superior and memorable service.

 

The Second To None program management model has been carefully refined over three decades.  Every aspect is thoughtful, intentional and designed to support client-side stakeholders every day through giving you our undivided attention.

Highlights of Program Management Expertise

Dedicated Program Directors

We’re consciously human-scale, by design.  In being dedicated to quality of client relationships over quantity, every engagement is assured of having a talented, responsive and senior director at the helm of your project, responsively available as a single point-of-contact.

Seasoned Support Team

Your Client Service Director is supported by a cross-functional team of seasoned associates, bringing a depth of survey and assessment tool design, information systems, quality assurance and analytics expertise to each client engagement.

Vertically Integrated Systems

In a time when many customer experience firms look to subcontract and outsource key components of their offerings, Second To None believes in the importance of being fully vertically integrated.  From program design through account management, analytics and cloud-based reporting, we own and managed the entire virtuous cycle of success.

Data Collection

Drive improved brand performance with sales, operations + marketing audits.

 

Unified performance metrics enable you to thrive. Our data collection platform is built on the premise that advanced insights allow your team to make more informed decisions leading to more powerful actions. We also believe that improving the customer experience has an economic value that can be calculated and illustrated. Through linking customer experience data streams to upstream and downstream business outcomes, Second To None is able to highlight the underlying performance drivers that will ultimately improve your company’s financial and operational results through highly targeted customer experience improvements.

Data Collection expertise to drive program success:

Mobile Data Collection
IVR Data Collection
Quality Control
Data Security
Fraud Detection & Monitoring
Real-Time Reporting
Data Lake Integrations

Highlights of Data Collection Expertise

Durable and Secure

Our platform provides durable infrastructure to store important data and is designed for durability of 99.999999999% of objects. Your data is redundantly stored across multiple facilities and multiple devices in each facility. We support data transfer over SSL and automatic encryption of your data once it is uploaded.

Scalable High Performance

With the Second To None platform, you can store as much data as you want and access it when needed. You can stop guessing your future storage needs and scale up and down as required, dramatically increasing business agility. Our content delivery applications distribute content to end users with low latency and high data transfer speeds.

PCI and HIPAA Compliant

Second To None’s cloud-based technology systems and supporting infrastructures are PCI DSS compliant. This compliance has been validated by an authorized independent Qualified Security Assessor.  AWS enables covered entities and their business associates subject to the U.S. Health Insurance Portability and Accountability Act (HIPAA) to leverage the secure AWS environment to process, maintain, and store protected health information.

Analytics

Practical data analytics deliver transformational insights.

 

Fact-based data analysis tools to inform your strategic decisions and day-to-day actions. True fact-based insights worthy of further investments and taking action are best developed on the basis of solid science, and not merely guesswork. We employ a wide variety of quantitative and econometric analytical tools and models to guide our fact-based deliverables. Our promise to you: To integrate and translate continually refreshed, singular or multiple data streams, into actionable priorities and insights.

Anayltics expertise to drive program success:

Customer Experience Mapping
Key Drivers Analysis
Sales Linkage Insights
Net Promoter Scores
Sentiment Analysis
Text Analytics
Segmentation
Data Mining & Predictive Analytics

Frequently Asked Questions

What if we don't have an in-house analyst to interpret your findings?

We work to design your analytics, reporting and presentations in such a way that an in-house analyst isn’t necessary.  Our focus is placed on delivering insights, priorities and recommendations in such a way that your stakeholders can readily interpret and understand the results, supporting them in making decisions and taking action.

How do you manage needs for advanced analytics?

The right set of analytics can be transformative to your CX strategy. A full set of analytical tools are available as needed, from customer experience mapping and key drivers to sales linkage analysis and predictive modeling. Best of all, you don’t have to be an expert; we’ll deliver the results in a practical, actionable format.

Can you analyze unstructured, open-ended customer comments?

Customer survey responses very often include a rich set of verbatim free-flow commentary.  Mining such comments for key themes and sentiment often results in the surfacing of rich insights and customer-driven priorities.  The Second To None analytics platform offers text and sentiment analysis.

Consulting

We move brand leaders from being data-informed to insight-driven.

 

In every organization, customer-experience data is often prolific. However, it generally comes from several fragmented and siloed sources, across departments and functional areas. The common result is that while the data points are numerous, analytic efforts to derive meaningful insights and act upon them are cumbersome. We believe customer experience optimization isn’t about collecting an ever-expanding universe of data. Instead, we believe in the transformational power of fact-based and role-specific insights, and have developed a robust set of tools for distilling meaningful insights from the right data across the right channels, and getting these insights into the hands of the right person, at the right time.

Highlights of CX Expertise

Dedicated Team

Dedicated Team

Every client engagement benefits from a cross-disciplinary team of talented associates representing program management, quality control, information systems, analytics and consulting. We are deeply committed to giving you our complete and undivided attention.

Integrated Design

Integrated Design

Client solutions are developed on the basis of solid research, statistical science, quality and innovation. Clients choose us for our ability to consistently deliver strategic relevance, data integrity and practical, actionable insights.

Advanced Analytics

Advanced Analytics

We employ a variety of transparent and best-in-class quantitative and qualitative analytical tools easily understood by client stakeholders. Our analytics quickly transform organizations from being data-driven to data-informed, supporting you in making key decisions and driving business performance.

We offer complete flexibility in choosing the individual or integrated Tools most appropriate to your Customer Experience needs.  Platform and Expertise elements are then included with every program – designed, managed and hosted by Second To None. The resulting solution is nimble, responsive, cost-effective and substantially hands-free for you and your brand stakeholders.
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