ShepHyken

SEPTEMBER 18, 2017

(Collective Campus) Establishing a detailed understanding of your customers is essential in achieving business goals and creating a customer experience that is a key competitive advantage today. The post 5 Top Customer Service Articles for the Week of September 18, 2017 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

2017 83

2017 Article Customer Service Hospitality 83

Clarabridge

JANUARY 4, 2017

Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. 48% of CX pros believe this focus gives them a competitive advantage 5. Most brands have not increased their CX budget from 2016 to 2017. As a discipline, customer experience is growing up. 1 Accenture.

2017 40

2017 Customer Experience Return on Investment Competitive Advantage 40

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals. Start here.

2017 40

2017 Customer Engagement Engagement Contact Center 40

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals. Start here.

2017 40

2017 Customer Engagement Engagement Contact Center 40

ShepHyken

SEPTEMBER 4, 2017

Not only is it a competitive advantage for your business development team, it also is a great way to keep current customers happy. The post 5 Top Customer Service Articles for the Week of September 4, 2017 appeared first on Shep Hyken. Why Visual Support is the Future of Customer Service by Robert C. Follow on Twitter: @Hyken.

2017 65

2017 Article Customer Service Net Promoter Score 65

Alida

SEPTEMBER 6, 2018

between 2017 and 2022. Meanwhile, IHL Group recorded a net increase of 4,000 new store openings in 2017—a far cry from a collapse. Understanding what customers really want is what will provide competitive advantage. Finally, consumers are feeling pretty good about the economy with 59.5%

Retail 243

Retail E Commerce 2017 2018 243

Alida

OCTOBER 15, 2017

Vision Critical (@visioncritical) October 11, 2017. As organisations increasingly compete on customer experience, the ability to capture authentic, actionable customer feedback is an unparalleled competitive advantage. Your customers are your competitive advantage. Brittany Wong (@brittanywong) October 11, 2017.

Competitive Advantage 100

Competitive Advantage 2025 2017 Customer Journey 100

Bob Hayes

DECEMBER 17, 2017

All of my top blog posts of 2017 (most reads) are all related to analytics, with posts that address data science, artificial intelligence and machine learning. I did my part this year to spread interest in analytics to more people.

2017 46

2017 White Paper Blog Competitive Advantage 46

Customer Bliss

JUNE 15, 2017

So they key to competitive advantage is no longer to optimize value chains, but to extend capabilities through collaboration , either directly or through platforms. But “value chain,” while still a focused term that makes sense in 2017, isn’t the way you should necessarily think about business.

Competitive Advantage 187

Competitive Advantage 2017 Leadership Books 187

Bob Hayes

DECEMBER 17, 2017

All of my top blog posts of 2017 (most reads) are all related to analytics, with posts that address data science, artificial intelligence and machine learning. I did my part this year to spread interest in analytics to more people.

2017 40

2017 White Paper Blog Competitive Advantage 40

iPerceptions

AUGUST 15, 2017

Customer Experience is now one of the main competitive advantages that companies strive to obtain over their competitors, and is only gaining steam in recent years.

Customer Experience 89

Customer Experience Competitive Advantage 2017 Customers 89

Provide Support

APRIL 26, 2019

Customer service now becomes a competitive advantage for many companies during the sales process. © 2003 - 2017 Provide Support LLC. Though 2019 year will not become the year if AI in customer service, the impact of technology and customer demand on it cannot remain unnoticed. Read more. Published in Provide Support Blog , 2019.

2019 63

2019 Customer Service 2003 Competitive Advantage 63

Customer Bliss

JUNE 28, 2018

Airlines that take this information and embrace the standards in my newest book, Would You Do that to Your Mother , can gain a competitive advantage by finding ways to boost customer loyalty and raise overall customer experience. Not only did airlines register improvements in 2017, they’ve done so for the six years before that.

Airlines 135

Airlines Competitive Advantage Travel Customer Satisfaction 135

Bob Hayes

SEPTEMBER 18, 2017

Only 32% of respondents are satisfied with their company's use of analytics to create a competitive advantage. Data were collected from January to March 2017. Creating a Competitive Advantage with Analytics. The use of multiple survey methods is the most common practice across companies (80% of companies).

Loyalty 113

Loyalty Competitive Advantage White Paper Social Media 113

Eptica

NOVEMBER 8, 2017

Date: Wednesday, November 8, 2017 How to make your organization truly customer centric. Published on: November 08, 2017. You might also be interested in these posts: Turning customer experience into competitive advantage. Share this page on: Tweet. The importance of security and GDPR to the digital customer experience.

Customer Centricity 96

Customer Centricity Chief Customer Officer 2017 Competitive Advantage 96

Alida

NOVEMBER 28, 2017

At the 2017 Customer Intelligence Summit , Red Bull and two other innovative brands outlined how they made the most of their insight communities in their early days by scoring massive wins that benefitted their brand and their customers. Insight communities can deliver significant benefits in their early days.

Insights 100

Insights Competitive Advantage Innovation 2017 100

ShepHyken

NOVEMBER 20, 2017

A customer service rep’s or salesperson’s memory, sometimes supported by data and technology, can be a competitive advantage. The post 5 Top Customer Service Articles For the Week of November 20, 2017 appeared first on Shep Hyken. My Comment: Personalization is a hot topic. Memory” can be a big part of that. Great article.

2017 38

2017 Article Customer Service Competitive Advantage 38

Alida

JULY 13, 2017

The key to survival in the age of Amazon is customer experience, but few are doing it well enough to gain the necessary competitive advantage and are leaving their customers indifferent, according to the recent 2017 Global Customer Experience Trends report by Forrester Research.

Retail 100

Retail Webinar Competitive Advantage 2017 100

Beyond Philosophy

MAY 3, 2018

Fewer choices means providers require less attention to fostering a competitive advantage by providing an excellent, customer-centered experience. 16 January 2017. What CEOs want to Hear in 2017.” 1 November 2017. When you are the only game in town, people can play with you or miss the game. Sources: Mortiz, Bob.

Wireless 114

Wireless 2018 2017 2002 114

Beyond Philosophy

FEBRUARY 19, 2019

Baker Retailing Center from 2011 to 2017, where she witnessed retail chaos firsthand. Superior Competitive Advantage: What you offer must be more valuable than what the competition delivers. The bottom line is that if you’ve got a customer-focused mindset, then that becomes the competitive advantage.

Retail 142

Retail 2011 Competitive Advantage Books 142

Retently

MARCH 29, 2023

With 805 Supercharger stations in 2017, Tesla’s interactive map illustrated its plan to expand them over the next few years. You can use a simple outlet or find a Tesla charging station that will charge it even faster – in about 30 minutes. The charging time would only improve in later updates.

Net Promoter Score 198

Net Promoter Score NPS Automotive Customer Satisfaction 198

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX In my opinion, three things that are essential for CX in 2018 include: Restoring trust – 2017 has seen more examples of organizations continuing to fail to meet basic customer expectations.

2018 133

2018 Customer Experience Competitive Advantage 2017 133

Talkdesk

FEBRUARY 27, 2020

between 2017 and 2018. Leveraging data to identify which areas of your customer experience need to be improved and understanding the impact of those improvements is essential for maintaining a competitive advantage and adapting to shifts in industry trends.

Contact Center 80

Contact Center Competitive Advantage Social Media 2017 80

TechSee

APRIL 10, 2019

In the highly competitive telecom industry, customer experience is a critical factor in building and maintaining a competitive advantage. Drive Revenue with Great Customer Experience 2017 indicates that after the auto industry and upscale hotels, telecoms has the third highest potential for increasing revenue by improving CX.

Customer Experience 154

Customer Experience Omnichannel Customer Centricity Social Media 154

Kustomer

AUGUST 11, 2022

According to a 2017 Microsoft State of Global Customer Service Report, 95% of customers surveyed across the globe consider effective customer service to be one of the most important factors in determining their loyalty to a brand. Competitive Advantage. Customer Loyalty and Retention.

Customer Service 88

Customer Service Social Media Loyalty Competitive Advantage 88

Thematic

DECEMBER 5, 2018

Interestingly, according to a study by Broadway Business , only 32% of respondents are satisfied with their company’s use of analytics to create a competitive advantage. One way many companies are finding a competitive advantage is through customer retention analytics. Reduces cost to acquire customers. Keen to know more?

Customer Retention 96

Customer Retention Competitive Advantage 2017 2014 96

Oracle

MARCH 6, 2019

percent compared with 2017. “Our stores are our biggest single, competitive advantage. Retailers saw the strongest holiday sales growth in 6 years, with revenue increasing 5.1% to more than $850 billion this year, according to Mastercard Spending Pulse , and online shopping saw extensive gains of 19.1

Omnichannel 69

Omnichannel Retail Competitive Advantage 2017 69

ShepHyken

JANUARY 8, 2018

Retail customer experience gurus, leaders and experts shared their insight with Retail Customer Experience via email as 2017 ebbed to a close. Wired UK) Thanks to machine learning, AI-enabled bots could gain a competitive advantage over human chat exchanges.

2018 0

2018 Article Customer Service Contact Center 0

Talkdesk

FEBRUARY 27, 2020

between 2017 and 2018. Leveraging data to identify which areas of your customer experience need to be improved and understanding the impact of those improvements is essential for maintaining a competitive advantage and adapting to shifts in industry trends.

Contact Center 60

Contact Center Competitive Advantage Social Media 2017 60

AskNicely

MARCH 8, 2018

Dimension Data’s 2017 Global Customer Experience (CX) Benchmarking Report , indicated that: More than 80% of B2B brands view excellent CX as a business differentiator. On March 14th at 11am PST / 2pm EST , we’re co-hosting a new webinar with TMC affectionately titled, “NPS Everywhere: The Competitive Advantage of a Customer-Obsessed Culture.”

Net Promoter Score 60

Net Promoter Score Competitive Advantage Webinar NPS 60

Confirmit

FEBRUARY 14, 2018

And if your goal is to drive competitive advantage, that isn’t good enough. Phil also shared case studies from the winners of the 2017 Confirmit ACE Awards to demonstrate what really can be achieved once you move away from theory and best practice into real programs that deliver results.

Competitive Advantage 40

Competitive Advantage Webinar 2017 Customer Experience Management 40

ReviewTrackers

MARCH 26, 2018

Reputation marketing is a way of thinking about your reputation in the same way you think about your marketing – as a constant and competitive advantage, a cause of growth, and a strategic asset, Olenski writes. Olenski argues that brands should not think of reputation management, but instead, reputation marketing.

Brands 82

Brands Marketing Sports Social Media 82

Optimove

MAY 7, 2020

In 2017, I stood on stage at Optimove’s flagship customer event and forecasted that by 2027, all marketing would become relationship marketing. It is in this reality that relationship marketing will need to take the step forward predicted back in 2017 and be the central strategy for the complete consumer lifecycle.

Advertising 52

Advertising 2027 2017 Competitive Advantage 52

ClearAction

OCTOBER 25, 2018

Marketers put themselves in the customers’ shoes to serve customers better, thus building a long-term, sustainable competitive advantage.” A 2017 CMO Council study 5 reveals that: Less than 10% of Sales leaders and CMOs view themselves as the owner of the customer experience. It’s much more than semantics.

Customer Centricity 59

Customer Centricity Marketing 2017 Consumers 59

Magellan Solutions

MARCH 1, 2018

Despite slightly slowing in 2017, the Philippines maintains its position as the fastest growing country among the emerging economies in the Southeast Asian region. percent target for 2017. However, IBPAP president Rey Untal assured that moving to higher level industries will give Filipino BPO workers a competitive advantage.

2018 63

2018 Call Center 2016 2017 63

Chattermill

JUNE 27, 2017

by Oliver Preece on 28 Jun 2017. Here are the most important factors impacting customer experience in finance and how established banks can gain competitive advantage. Customer experience is the new competitive advantage for banks. customer experience. Banking Insights: Part 1.

Banking 76

Banking Customer Experience Net Promoter Score Competitive Advantage 76

Education Services Group

JUNE 15, 2020

In any line of work, the best in the business are constantly pushing themselves to get better, to evolve and adapt faster, both as a competitive advantage and as a way to anticipate the needs of their marketplace. If you are succeeding, why not just keep going as-is? Virtual Customer Success Managers.

Competitive Advantage 52

Competitive Advantage Customer Success 2017 Management 52