CSM Magazine

APRIL 18, 2025

Empower Your Employees : A customer-focused culture starts internally. Building a Strong Customer-Centric Foundation in Your Company A companys cultural values are ultimately a reflection of its leadership. Customers are more likely to stay loyal when they feel seen and understood.

Customer Centricity 52

Customer Centricity Culture 2025 Competitive Advantage 52

InMoment XI

JULY 13, 2023

Furthermore, the concept of “substantive compliance” was emphasized as a means to exceed expectations and gain a competitive advantage. There was also emphasis on fostering a culture of ongoing learning and improvement. What Have Been Your Biggest Challenges in Getting Ready for Consumer Duty?

Consumers 369

Consumers Financial Competitive Advantage Customer Centricity 369

Integrity Solutions

APRIL 16, 2021

Building a customer-centric culture is more challenging than you might initially think. But every organization has the ability to build a strong customer-centric culture- and it doesn’t have to be complex. And that one thing is something they absolutely can control: building and maintaining a customer-centric, mission-driven culture.

Customer Centricity 117

Customer Centricity Culture Competitive Advantage Customers 117

Lumoa

OCTOBER 24, 2023

One surefire way to deliver happiness to customers is to create a culture of happiness within the company. This article addresses the importance of happiness in customer experience, explains how happiness can drive growth and become a competitive advantage, and is inspired by the fireside chat “How can we use the science of happiness in CX?”

Competitive Advantage 78

Competitive Advantage Customer Experience Net Promoter Score Culture 78

InMoment XI

MAY 14, 2022

Step #4: Create a Congruent Culture. Creating products, processes, and a culture aligned with your brand’s identity is infectious. Experiences that are unique to your brand’s culture, are meaningful to guests, and show you care about your customers are worth their weight in CX gold. Of course you have. Wrapping Things Up.

Brands 370

Brands Loyalty Retail Competitive Advantage 370

eglobalis

SEPTEMBER 19, 2024

Fostering a Culture of Commitment When employees feel their work contributes to a greater purpose, they are more likely to engage fully with the company’s goals. This direct alignment between purpose and performance fosters a culture where employees take ownership of both internal transformation and customer outcomes.

Customer Experience 299

Customer Experience Leadership Innovation Workshop 299

InMoment XI

OCTOBER 23, 2024

Here are a few reasons why customer experience in banking is an even bigger competitive advantage than ever before: It helps build trust during uncertain times. This created a customer-centric culture that increased its revenue by 5%. Focus on employee training to create a customer-obsessed culture.

Banking 195

Banking Customer Experience Financial Touchpoint 195

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. This not only enhances skills but also fosters a culture that prioritizes customer experience.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

InMoment XI

MAY 31, 2022

. “When a manager takes the lead to form a cohesive, customer-centric, interdepartmental team, it not only facilitates learning and accountability throughout the whole company, it can even change company culture for the better.” ” – Jessica Pfeifer, VP & General Manager, InMoment. Define Customer Segments.

Customer Journey Mapping 396

Customer Journey Mapping Customer Journey Net Promoter Score Touchpoint 396

InMoment XI

NOVEMBER 30, 2023

A positive internal culture translates into positive external perceptions. Competitive Advantage By staying ahead of industry trends and monitoring competitor activities, reputation management software provides a competitive advantage.

Brands 284

Brands Management Multi-Channel Social Media 284

Interactions

NOVEMBER 11, 2024

A Culture of Care: Insights from Shutterstock Chloe shared some fascinating insights from Shutterstock’s journey as a highly digital enterprise. For them, it’s all about fostering a “culture of care.” Ultimately, CX is more than just a feature—it’s a competitive advantage.

Retail 62

Retail Competitive Advantage Contact Center Innovation 62

Win the Customer

NOVEMBER 20, 2024

Encourage Open Communication: Foster a culture of open and honest communication within your organization. In a world of automation, human empathy remains a competitive advantage. By prioritizing empathy, businesses can differentiate themselves from the competition and create a truly exceptional customer experience.

Interaction 59

Interaction Net Promoter Score Competitive Advantage Social Media 59

ShepHyken

MAY 25, 2021

The Competitive Advantage of Amazing Customer Service. How to Out-service Your Competition. Leaders need to participate in the onboarding process and set the tone of the business’ culture. Teach your employees about your own culture of service. What is the leader’s role in establishing work culture?

Competitive Advantage 29

Competitive Advantage Culture Leadership Customer Service 29

GetFeedback

DECEMBER 21, 2018

Great customer experience is a major competitive advantage that drives new sales—and it’s predicted to overtake price and product as the primary brand differentiator for B2B sales by 2020. Customer retention statistics: More than 6 in 10 U.S. American Express ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

InMoment XI

FEBRUARY 8, 2024

Competitive Advantage Organizations that optimize their contact centers are better positioned to differentiate themselves in the market by delivering superior customer service. This can contribute to a competitive advantage and increased customer loyalty.

Contact Center 195

Contact Center Multi-Channel Social Media Competitive Advantage 195

Playvox

NOVEMBER 3, 2021

Teamwork, sharing knowledge and best practices feed company culture. Related Article: How to Maintain Your Company Culture as you Scale. What is a Collaborative Culture? At its core, a collaborative culture embodies the idea that we are better together. What Drives a Collaborative Culture? Transparency. Engagement.

Contact Center 103

Contact Center Culture White Paper Competitive Advantage 103

Alida

JUNE 23, 2017

Contrary to popular belief, Amazon’s biggest competitive advantage is not innovation. If you have a customer-centric culture, that cures a lot of ills,” Bezos said in an interview in 2013. Uncovering insight on what customers truly want and need is the last and only competitive advantage available to retail players today.

Retail 153

Retail Competitive Advantage 2013 Customer Centricity 153

InMoment XI

JULY 23, 2024

Competitive Advantage: Offering a superior customer experience can differentiate your brand from competitors. Putting Customers First: Building a Customer-Centric Culture First and foremost, cultivating a customer-centric culture within your organization is essential.

E Commerce 195

E Commerce Measurement Customer Experience E-support 195

CSM Magazine

FEBRUARY 19, 2025

Language tools should handle various languages seamlessly, capturing nuances and cultural contexts. Cultural Awareness and Adaptability Translation isnt just about converting words from one language to anotherits about adapting to cultural differences. Operational Efficiency : Reduce manual effort through AI-driven tools.

Customer Service 52

Customer Service Connections E Commerce E-support 52

CSM Magazine

NOVEMBER 4, 2024

Supporting the languages ​​spoken in target growth regions provides a major competitive advantage. The really powerful parts of machine translation are not nuanced human insight, and they are not and cannot be put into cultural context. Local cultural consultants help align content.

Customer Experience 52

Customer Experience 2030 Culture Competitive Advantage 52

TechSee

APRIL 10, 2019

In the highly competitive telecom industry, customer experience is a critical factor in building and maintaining a competitive advantage. BT – Customer-centric culture. BT has taken this opportunity seriously, instituting a company-wide customer-centric culture.

Customer Experience 154

Customer Experience Omnichannel Customer Centricity Social Media 154

Customers That Stick

MAY 13, 2015

Cable companies are seeing their competitive advantage reduced to controlling the cable itself, and little else. I would make sure that doing business with my company was such a pleasure that when competitive pressures from rapidly shifting technology arose, my customers would have no incentive to switch.

Customer Service 146

Customer Service Poor Customer Service 2015 Wireless 146

Experience Investigators by 360Connext

JULY 11, 2023

By focusing on these ideals, organizations can nurture a customer-centric culture and achieve desired business outcomes. Foster a culture of collaboration and cross-functional teamwork to ensure a seamless customer journey. Let’s explore each aspect further: 1. Recognize and reward employees who live up to the CX Mission.

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110

ShepHyken

JULY 28, 2020

They discuss strategies for building a culture of amazing customer service and experience. Top Takeaways: Good customer service and experience is a competitive advantage; it sets your company apart from competitors. Empowering Employees to Take Care of the Customer—Always.

Competitive Advantage 113

Competitive Advantage Culture Events Customer Service 113

Think Customers

APRIL 10, 2025

CX can be a competitive advantage When products and pricing are similar, superior customer experience can be the differentiator that wins new business and retains existing clients. Customer expectations are changing Todays B2B customers expect seamless interactions, self-service options, and personalized service just like in B2C.

B2B 52

B2B Net Promoter Score Effort Score Financial 52

ShepHyken

APRIL 12, 2021

How to Use CX as a Competitive Advantage During Retail Disruption by Russell Haswell. CMSWire) Digital has become the epicenter of activity and the disruption is leading to an unprecedented opportunity to use customer experience as a competitive advantage. Interesting idea.

Article 86

Article 2021 Competitive Advantage Customer Service 86

Forrester's Customer Insights

NOVEMBER 21, 2023

In our 2023 Data Literacy and Culture Survey, we uncovered key insights about the state of data culture in organizations. Don't miss out on gaining a competitive advantage by revitalizing your data culture.

Culture 61

Culture Competitive Advantage 2023 Insights 61

Lumoa

JANUARY 9, 2018

Some hints: big data, omnichannel, personalisation, AI and organizational culture. trillion in assets recently said, “Today’s culture of quarterly earnings hysteria is totally contrary to the long-term approach we need." Don’t underestimate culture. A lean and agile culture will definitely support you in that matter.

2018 133

2018 Customer Experience Competitive Advantage 2017 133

CSM Magazine

MARCH 19, 2025

The High Cost of Human Translation While human translators provide accuracy and cultural context, hiring multilingual support teams is expensive. Companies that embrace AI translation will gain a competitive edge, while those that delay risk falling behind.

E Commerce 59

E Commerce E-support 2030 Competitive Advantage 59

ShepHyken

MARCH 25, 2019

How Blending Brand And Culture Can Impact The Customer Experience by Chris Cancialosi. My Comment: A company that is known for its amazing customer service has it baked into its culture. This article covers three foundations that are the root of a customer-focused culture; purpose, promise and values. by Ricardo Saltz Gulko.

2019 113

2019 Article Customer Service Competitive Advantage 113

ShepHyken

SEPTEMBER 10, 2019

If they don’t, we will have no competitive advantage. Achieving this starts on the inside with the company’s culture. A cultural focus can begin on any level of an organization and needs to happen on every level. We want customers to love our products and services.

Competitive Advantage 112

Competitive Advantage Culture Employee Experience Leadership 112

Integrity Solutions

MARCH 22, 2019

A high-performance coaching culture can separate your firm from the pack and become a powerful differentiator when you’re competing for top players. As the competition for top talent heats up, the need to recruit and retain high performers has become an urgent priority for the insurance and financial services industry.

Culture 76

Culture Financial Insurance Competitive Advantage 76

ClearAction

APRIL 3, 2015

Hope was expressed about HR group’s H2H (human-to-human) skills and aspirations to enable operational excellence and cultural transformation. It would help chart the course for the org’s competitive advantage. Cultural Guidance. Company culture that embraces CX can be a huge selling point.

Engagement 121

Engagement Customer Experience Government Culture 121

InMoment XI

FEBRUARY 14, 2024

Competitive Advantage Offering a seamless and personalized omnichannel experience can differentiate your business from your competitors. Building an omnichannel experience requires creating a customer-focused culture, and software to support it. But, it may not be as hard as you think.

Omnichannel 195

Omnichannel Customer Experience Social Media E Commerce 195

Customer Bliss

DECEMBER 14, 2018

This is such a multi-faceted interview because CX for Microsoft involves numerous partners and employees that span the world, so not only do we discuss CX at a local level, but we talk about how to make an impact with teams that operate in different cultures and speak different languages. CustomerExperience #CX Click To Tweet.

2018 120

2018 Chief Customer Officer Culture Competitive Advantage 120

Bill Quiseng

MARCH 15, 2022

As I was writing my latest book, Built to Win , I wanted to be sure to incorporate the notion that it’s important to design a customer-centric culture because there are clear outcomes to doing so. Culture (and certainly not one that puts the customer at the center of the business) isn’t just fluff. It’s tangible. It’s measurable.

Culture 103

Culture Customer Centricity Books Competitive Advantage 103

Daniel Group

DECEMBER 21, 2023

Unlocking Success in the B2B Industry: The Power of Culture, CX, and EX Customer Experience doesn’t belong to a single department. My two recent blogs focus on connecting culture and Customer Experience (CX) and Employee Experience (EX): B2B Industry Culture: What Should You Do for Business Success? CX and EX go together.

Culture 52

Culture B2B Competitive Advantage Employee Experience 52