InMoment XI

MAY 31, 2022

To get a pulse across your entire customer base, consider tracking core CX metrics. These include Customer Satisfaction and Net Promoter Score. As Jake Sorofman, Research VP, Gartner says, “As competition and buyer empowerment compounds, customer experience itself is proving to be the only truly durable competitive advantage.”.

Customer Journey Mapping 396

Customer Journey Mapping Customer Journey Net Promoter Score Touchpoint 396

InMoment XI

MAY 14, 2022

Understanding where you sit in your competitive universe is important, but unless you know the reasons why consumers choose products or brands, a clear and actionable path to meaningful customer experiences will remain a mystery. Step #3: Engineer a Clearly-Defined—and Customer-Aligned—Brand Identity. Wrapping Things Up.

Brands 370

Brands Loyalty Retail Competitive Advantage 370

Kayako

JULY 19, 2016

With Kayako, you can turn customer service into a growth center and actually win new customers. You can improve customer loyalty and retain your current customer base. We are here to help you work better, work faster, get more done, and ultimately, to become heroes to your customers—old and new. .

Competitive Advantage 50

Competitive Advantage Customer Service Loyalty Customer Centricity 50

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. Understanding Customer Experience Management (CEM) Let’s start at the beginning.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

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

CSM Magazine

DECEMBER 24, 2024

Cost-Effective Marketing Acquiring new customers can be an expensive process, often involving significant marketing and advertising costs. In contrast, retaining existing customers is much more cost-effective as it requires less effort and resources. Competitive Advantage Customer retention gives businesses a strong competitive edge.

Customer Retention 52

Customer Retention Financial Competitive Advantage Loyalty 52

Retently

MARCH 11, 2025

But CX isnt just about making things easier its a major competitive advantage. That means a CX Manager isnt just responsible for handling customer concerns; theyre shaping how customers feel about the brand, turning one-time buyers into lifelong fans.

Management 115

Management Customer Experience Roadmap NPS 115

InMoment XI

APRIL 25, 2024

This can be done in a variety of ways, and you are going to need effective strategies that resonate with your customers. Based on data and market research, we’ve pulled together some reputation management strategies that are most likely to land with your customers and improve your brand reputation.

Financial 195

Financial Management Banking Insurance 195

BlueOcean

JULY 12, 2018

This is especially the case in the contact center, where your outsourcer handles critical interactions with your customer base. While this has been our viewpoint for years, it’s a realization that is finally taking the B2B world by storm, as more companies realize the competitive advantage a strategic partnership affords them.

Customer Care 185

Customer Care Contact Center Competitive Advantage B2B 185

Customers That Stick

MAY 13, 2015

Cable companies are seeing their competitive advantage reduced to controlling the cable itself, and little else. Yet, cable companies must dedicate themselves to a customer-centric approach–one that creates a customer base that is happy, that sees no reason to switch. But how long before that is at risk?

Customer Service 146

Customer Service Poor Customer Service 2015 Wireless 146

CSM Magazine

MARCH 19, 2025

Why Businesses Must Act Now The shift toward AI-powered customer support is happening now. Companies that embrace AI translation will gain a competitive edge, while those that delay risk falling behind. Customer-Centric Approach Companies prioritizing multilingual support will attract and retain a diverse global customer base.

E Commerce 59

E Commerce E-support 2030 Competitive Advantage 59

CSM Magazine

NOVEMBER 12, 2024

For those organisations that are looking to carve out a competitive advantage in the publishing industry, developing new ways of building customer loyalty has never been more important. Blanket discounts have long been the go-to method for publishing companies to drive customer retention.

Customer Retention 59

Customer Retention E Commerce Competitive Advantage Travel 59

InMoment XI

FEBRUARY 23, 2024

The main ethos is this: what if we could split our customers into distinct groups—based on specific factors—so we can learn how to market our products to the right people? The 4 Types of Market Segmentation with Examples There are four common types of strategies that businesses use to segment their customer base.

Marketing 195

Marketing Customer Experience Return on Investment Consumers 195

Bob Hayes

NOVEMBER 5, 2017

A study of 80+ companies showed that analytical leading companies (those who use analytics to gain a competitive advantage), more so than analytical lagging companies, leverage their data differently. primarily customer experience or customer success programs). Download the free 22-page white paper by clicking the image.

Competitive Advantage 101

Competitive Advantage Customer Experience White Paper Download 101

InMoment XI

SEPTEMBER 5, 2024

When companies do offer personalized experiences, 78% of those customers who receive that level of personalization are likely to make repeat purchases. With these statistics in mind, it is clear that delivering consistent, memorable experiences is a must for any organization looking to build and sustain a loyal customer base.

Net Promoter Score 195

Net Promoter Score Metrics Voice of Customer Touchpoint 195

Bob Hayes

NOVEMBER 5, 2017

A study of 80+ companies showed that analytical leading companies (those who use analytics to gain a competitive advantage), more so than analytical lagging companies, leverage their data differently. primarily customer experience or customer success programs). Download the free 22-page white paper by clicking the image.

Competitive Advantage 94

Competitive Advantage Customer Experience White Paper Download 94

InMoment XI

JULY 23, 2024

Positive Word-of-Mouth: Happy customers are more likely to recommend your brand to others, expanding your customer base. Competitive Advantage: Offering a superior customer experience can differentiate your brand from competitors.

E Commerce 195

E Commerce Measurement Customer Experience E-support 195

CSM Magazine

OCTOBER 30, 2024

Before we jump into funding options, let’s briefly discuss why investing in customer service is essential: Customer Retention : Great customer service leads to increased customer retention, reducing churn rates and increasing lifetime value. Strategic guidance from seasoned professionals.

Customer Service 52

Customer Service Government Competitive Advantage Financial 52

TechSee

DECEMBER 17, 2019

Customer churn is a fact of life for every business in every industry, including the utilities sector. No longer dominated by monopolies, utilities have largely become commoditized, with very few competitive advantages to differentiate themselves in the marketplace. Utilities must reduce customer effort.

Customer Experience 136

Customer Experience Competitive Advantage Social Media 2019 136

InMoment XI

JANUARY 2, 2023

As competition and buyer empowerment compounds, customer experience (CX), is proving to be the only truly durable competitive advantage. Not only does exceptional customer experience make customers happier, it drives desirable customer behavior. Customers who are promoters score 9 or 10.

Net Promoter Score 221

Net Promoter Score NPS Metrics Effort Score 221

CSM Magazine

FEBRUARY 16, 2016

Of the executives interviewed with mature RLM processes, 34 percent believe that the future of customer engagement is most likely to be shaped by an increasingly educated and demanding customer base. Mature market leaders balance investments across technology, analytics and process.

Competitive Advantage 40

Competitive Advantage B2B Customer Engagement Engagement 40

SurveySensum

NOVEMBER 1, 2024

Over time, loyal customers keep coming back; you don’t have to spend a fortune to find new customers. Competitive Advantage Customers who stick with your brand support your position in the market and reduce price sensitivity. If these customers see a better offer somewhere else, they may switch.

Loyalty 52

Loyalty Customer Relationships Brands Sales 52

Talkdesk

SEPTEMBER 4, 2020

Through the use of APIs, an entire ecosystem of pre-vetted banks and third-party providers is integrated, allowing a company to serve its customer base better and faster. Today, the competitive advantage in CX lies with the enablement of business agility through a secure, flexible and customizable cloud contact center platform.

Banking 114

Banking Contact Center Omnichannel Financial 114

BirdEye

DECEMBER 28, 2024

Restaurants must continuously update their digital strategies to maintain a competitive advantage in local search results. However, a multi-location restaurant chain focusing on providing a great customer experience on the ground may not have the bandwidth to analyze, track, and develop cutting-edge SEO strategies.

Social Media 97

Social Media Books Demo Events 97

InMoment XI

NOVEMBER 15, 2023

For example, a retail company can use analytics to identify which products are most popular during specific seasons, allowing them to optimize inventory and marketing efforts to meet customer demands accurately. Competitive Advantage : Companies that prioritize customer experience often outperform their competitors.

Insights 243

Insights E Commerce Customer Experience E-support 243

CSM Magazine

MARCH 24, 2022

These are important strategies for retailers to build long-term financial viability, which allows them to keep prices low to maintain a competitive advantage, and with customized ads and targeted sales for each customer based on their specific products, retailers can up and cross-sell product enhancements or new models through the technicians who are (..)

Retail 119

Retail Customer Experience 2004 Competitive Advantage 119

Optimove

DECEMBER 18, 2024

Data is highlighted as the cornerstone of competitive advantage. The Guide to Advance Customer Segmentation Go in depth on advanced segmentation with this guide which was written based on analyzing tens of thousands of segments across Optimoves customer base. Download Now 8.

Sports 64

Sports Loyalty Programs Omnichannel ROI 64

Magellan Solutions

APRIL 19, 2023

This guide will help business owners have a better understanding of the importance of customer service and gain a competitive advantage in the market. Increased Efficiency Faster response time is guaranteed when customer service is handled by the outsourcing company which results in increased customer satisfaction.

Insurance 98

Insurance Customer Service Competitive Advantage Exceptional Customer Service 98

Thematic

MARCH 26, 2025

Companies that collect high-quality, actionable feedback are the ones that gain a competitive advantage. Here are few of the places where you can get customer feedback from: Surveys – NPS , CSAT, and CES surveys provide structured, scalable insights across your customer base.

Feedback 62

Feedback Social Media Customers E-support 62

TechSee

JANUARY 24, 2019

Drives competitive advantage. On the most basic level, the solution must efficiently connect the customer service agent and the customer with minimal friction. Some key integration features are single sign-on, integrations with CRM, customer app and knowledge base, and customized call flow support.

Contact Center 141

Contact Center Financial Document 2025 141

CloudCherry

AUGUST 30, 2018

Use your knowledge to move forward with choices in regards to how to use your money, delivering better proactive experiences for your customers, and pivoting quickly from decisions that may be draining or detrimental to your customer base. Predict needed changes to better serve your clients.

NPS 150

NPS E Commerce Financial Contact Center 150

ShepHyken

SEPTEMBER 25, 2020

With Gladly, every communication from a customer—regardless of the channel—is assigned to the same agent. That way, there’s no duplicate work done, and a customer gets all their questions answered in one go, instead of piecemeal. 4) Make Processing Payments Easy.

Contact Center 116

Contact Center Competitive Advantage Article Customer Service 116

BirdEye

DECEMBER 26, 2023

Some other benefits of high brand salience are: Improved brand recall Competitive advantage Influence on purchasing decisions Brand loyalty growth Improved market resilience Long-term brand equity Let us look at these benefits to understand the value of high brand salience.

Brands 105

Brands Social Media Competitive Advantage Measurement 105

Thematic

MARCH 2, 2025

Driving Smarter Business Decisions and Innovations Companies that embrace data-driven customer insights gain a competitive advantage. Customer-obsessed organizations report 41% faster revenue growth than those that are not. This creates an incomplete picture of the overall customer experience.

Customer Insights 62

Customer Insights Insights Social Media Feedback 62

TechSee

FEBRUARY 21, 2022

Practically every business process can be impacted by artificial intelligence, especially repetitive, high-volume, or mainly rule-based processes. There are many ways AI is helping businesses across industries gain a competitive advantage. Enhance Customer Service. 10 Ways AI Can Transform Your Business.

Innovation 109

Innovation Insurance Telecommunications Automotive 109

Totango

JUNE 28, 2022

But during an economic downturn , when companies are cutting costs and putting a halt on investing in new products, the CMO’s focus has to switch from facilitating growth through new customers to promoting growth via the company’s current customer base. . Maximize Your Return on Investments.

Return on Investment 78

Return on Investment Competitive Advantage ROI Communication 78

InMoment XI

DECEMBER 7, 2023

As competition and buyer empowerment compound, customer experience (CX) is proving to be the only truly durable competitive advantage. Regularly tracking and analyzing these metrics can guide your business as you look to make informed decisions that enhance customer satisfaction and loyalty.

Metrics 195

Metrics Net Promoter Score Measurement Customer Experience 195