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

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. In this post, I will present some of the results of that study, focusing on the adoption of research practices (e.g.,

Competitive Advantage 101

Competitive Advantage Customer Experience White Paper Download 101

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. In this post, I will present some of the results of that study, focusing on the adoption of research practices (e.g.,

Competitive Advantage 94

Competitive Advantage Customer Experience White Paper Download 94

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. Access: Is the technology easy for customers to access? Reduces operating costs. Empowers agents and lowers attrition. Shortens staff training.

Contact Center 141

Contact Center Financial Document 2025 141

CSM Magazine

FEBRUARY 16, 2016

“The traditional roles of partners, vendors and customers are being disrupted,” said Bruce Rogers, Chief Insights Officer and head of the CMO Practice at Forbes Media. Yet this presents opportunities, and a focus on RLM can help maximize those.” Mature market leaders balance investments across technology, analytics and process.

Competitive Advantage 40

Competitive Advantage B2B Customer Engagement Engagement 40

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. 2) Turn your agents into natural sellers. 4) Make Processing Payments Easy.

Contact Center 118

Contact Center Competitive Advantage Article Customer Service 118

BirdEye

DECEMBER 26, 2023

Strong brands with high brand salience become the preferred choice for consumers when presented with alternatives. Brand salience helps businesses measure customer loyalty and understand their purchase preferences. Brand salience boosts brand loyalty The more customers remember and use a product, the more attached they become.

Brands 105

Brands Social Media Competitive Advantage Measurement 105

TechSee

FEBRUARY 1, 2021

Today’s communications service providers (CSPs) face increasing customer demands for higher quality services and better customer experiences (CX). Telecoms are addressing these opportunities by leveraging the vast amounts of data collected over the years from their massive customer base.

2021 107

2021 Telecommunications 2025 Average Handle Time 107

delighted

JUNE 21, 2024

When your internal team members save time on manual tasks, they can spend more time on the projects that build your business and grow your customer base. Another benefit of integrating customer data across various sales channels (e.g. Jump into Delighted’s SMS marketing tool survey integrations: Klaviyo Gorgias 3.

Customer Relationship Management 77

Customer Relationship Management Omnichannel Retail Competitive Advantage 77

SurveySensum

DECEMBER 18, 2024

It focuses solely on the raw score derived from the NPS survey responses within a specific timeframe or among a particular customer base. It helps businesses understand how they stack up against others in the market and identify areas for improvement or competitive advantage.

Net Promoter Score 52

Net Promoter Score NPS Insurance Metrics 52

TechSee

NOVEMBER 6, 2018

Apps must be downloaded and installed, presenting a barrier to customers and slowing down the resolution process. Do your due diligence when checking for a relevant customer base, proven capabilities, and recent relevant success stories?. The vendor should have proven track record!

Call Center 104

Call Center Insurance Customer Satisfaction Document 104

BirdEye

NOVEMBER 30, 2023

Here are key reasons why social media reputation is essential for brands: First impressions matter Building trust and credibility Influencing consumer decision-making Word-of-mouth marketing Competitive advantage Customer engagement and loyalty Crisis mitigation Recruitment and partnerships Global reach and impact 1.

Social Media 116

Social Media Management Brands Communication 116

Solvvy

SEPTEMBER 10, 2020

There are a several reasons why a fast-growing consumer fin-tech company and their customers would both benefit from a tool like Solvvy’s customer support chatbot and automation platform. Fin-tech’s core competitive advantage over classic brick-and-mortar is availability and convenience offered by the internet.

Multi-Channel 62

Multi-Channel Competitive Advantage Banking Consumers 62

Optimove

OCTOBER 21, 2021

In other words, compiling a fantastic tech stack can easily become a competitive advantage for brands. Because you don’t want your competition to have this advantage over you, we present you with a list of smart marketers’ questions and what they look for when evaluating marketing technology vendors.

Brands 59

Brands Roadmap Competitive Advantage Measurement 59

SurveySparrow

APRIL 11, 2021

It puts them in a difficult situation where they have to say ‘No’ at the end of a long drawn presentation or demo. The nurture marketing definition says- “Marketing by constantly engaging with the clients” It is considered to be an extremely effective strategy if you want to convert your leads into customers. .

Social Media 98

Social Media Metrics Webinar White Paper 98

Solvvy

AUGUST 2, 2018

We all have burning questions around AI and the new business opportunities it presents. I believe that companies that adopt AI earlier will have a strong competitive advantage. This can be identifying areas of automation or trends across your customer base that you can use to take strategic action.

Competitive Advantage 48

Competitive Advantage Reference Books Insights 48

ProProfs Chat

JULY 21, 2020

He believes, “ Your brand is a story unfolding across all customer touchpoints. It is your responsibility to ensure that you are present wherever your customer is. ”. However, not every customer that comes face-to-face with your brand or even purchases from you initially, reaches the final stage due to abandonment and attrition.

Management 52

Management Loyalty Programs Loyalty Competitive Advantage 52

Natalie Petouhof

APRIL 7, 2016

In addition, nearly one-quarter of Gen Y customers say they would be likely to buy insurance from non-traditional technology-led providers, highlighting the threat from emerging competitors to the customer base of traditional insurers. The report will be presented at the Insurance Summit in Milan on June 9-10, 2016.

Insurance 49

Insurance 2016 Competitive Advantage Technology 49

BirdEye

AUGUST 22, 2023

Your company will better understand the customer’s needs and preferences and create products catering to a diverse customer base. Ideally, product survey questions should help you answer all questions you have about your customer base. This highlights your product’s competitive advantage.

2023 52

2023 Net Promoter Score User Experience Customer Satisfaction 52

BirdEye

OCTOBER 5, 2023

Positive brand perception provides several benefits, such as creating brand advocates, providing a competitive advantage, allowing premium pricing , attracting good talent, etc. Supports premium pricing: Customers will pay more to shop from brands they know and trust. A positive image adds to your brand equity.

Measurement 64

Measurement Brands Social Media Net Promoter Score 64

SurveySensum

JUNE 24, 2023

By regularly monitoring customer satisfaction metrics and paying heed to the changing customer feedback trends, businesses can track progress, set improvement targets, and implement changes to enhance overall customer experiences. Therefore, gaining a competitive advantage over your rivals becomes a crucial goal.

Customer Satisfaction 52

Customer Satisfaction Measurement Net Promoter Score Metrics 52

ProProfs Chat

JULY 30, 2021

At present, Amazon offers an interesting set of more than 12 million items across all its categories( source ). Also, its customer centric strategies include prime membership, that offers special privileges for loyal customers like quick delivery, low pricing, and so on. How to Measure Your Brand Perception?

Brands 111

Brands Net Promoter Score Social Media E Commerce 111

Thematic

MARCH 27, 2024

By analyzing the data and identifying the factors that contribute to customer churn, you can: Prioritize product or experience improvements that address the root causes of dissatisfaction Evaluate the effectiveness of retention campaigns and adjust strategies based on insights Reduce operational and service costs for managing upset customers 5.

Feedback 62

Feedback Customer Centricity Net Promoter Score Customers 62

SurveySparrow

NOVEMBER 26, 2023

Positive customer feedback, efficient production processes, and increasing brand recognition contribute to this growth. Companies expand their market reach, attracting a broader customer base. This phase is marked by intensified competition and evolving consumer preferences. But hey, it’s not the end.

Innovation 52

Innovation Loyalty Loyalty Programs Consumers 52

Magellan Solutions

MAY 3, 2020

Not until a tremendous amount of inaccurate entries wreak havoc on your brand and customer base. . If you are stranger to keeping your data entry work accurate, then you may come across these challenges: Price-driven competition. Customers tend to gravitate towards online stores with presentable product information.

Retail 52

Retail Competitive Advantage Information Sales 52

BirdEye

MARCH 24, 2023

Network with the people in your target market to nurture leads and acquire new customers. These events present ample opportunities to meet potential customers up and close and interact with them. Advertising Advertising can increase brand visibility and grow your customer base.

2023 98

2023 Return on Investment Social Media Sales 98

SurveySensum

JULY 11, 2023

Finally, your burger arrives, perfectly cooked and beautifully presented. This delightful experience, my friend, is what we call customer experience (CX). Here’s how you can do it – Collect relevant customer data to understand their preferences and needs. So, how can you gain a competitive edge?

Brands 83

Brands Customer Experience Rewards Programs Touchpoint 83

ChurnZero

FEBRUARY 15, 2022

What do you think your customers need to know? What aspects of your product or services do you customers need more guidance on? Based on your customer base, what information will be the most helpful for them to increase the value they get from your product?

Customers 52

Customers Webinar Competitive Advantage Sales 52

ChurnZero

FEBRUARY 15, 2022

What do you think your customers need to know? What aspects of your product or services do you customers need more guidance on? Based on your customer base, what information will be the most helpful for them to increase the value they get from your product? Invest in automation for your Customer Success managers.

Customers 52

Customers Webinar Competitive Advantage Sales 52

CSM Magazine

FEBRUARY 7, 2024

Companies that fail to develop data-driven recruiting strategies in 2024 will face challenges in attracting top talent, while those that leverage analytics will have a competitive advantage. Hiring based on skills Hiring based on skills, rather than past experience, is becoming increasingly important in 2024.

2024 52

2024 Competitive Advantage Leadership 2023 52

Lumoa

OCTOBER 31, 2018

For larger organizations, the top customer experience challenge will be figuring out how to strategically invest for the present while staying nimble for the future. You don’t need to worry about being left behind in five years if you can’t keep your customers for the next five weeks. Let’s think in customer touchpoints instead.

Customer Experience 60

Customer Experience Customer Centricity Culture 2018 60

SurveySparrow

DECEMBER 29, 2023

Delving Deeper into Customer Understanding After gathering sufficient data, it’s time to analyze it and discern meaningful insights. Look for patterns, trends, and commonalities among your customer base. Use visual tools like dashboards or presentations to make the data accessible and understandable.

Roadmap 52

Roadmap Net Promoter Score Customer Experience Customer Journey Mapping 52

Experience Matters

APRIL 7, 2015

With the power to listen to the Voice of the Customer, integrate it with business data to generate powerful insight, and take action, we deliver effective business change and create a competitive advantage for clients. We are inspired by their innovative work and amazing results!

2015 97

2015 Multi-Channel 2014 CEM 97

Happy or Not

AUGUST 28, 2023

These tools offer valuable insights into past and present performance, enabling businesses to make informed decisions about pricing, product assortment, and business processes. Historical sales data and correlation with in-store customer analytics help identify emerging trends and customer preferences.

Retail 36

Retail Customer Satisfaction Competitive Advantage Loyalty 36

SurveySparrow

NOVEMBER 30, 2020

Here’s a customer experience survey created using SurveySparow to help strengthen customer relationships, this improving customer experiences. Isn’t that a good enough reason to realize the importance of customer experience? Why should you level up your customer relationship management with surveys?

Customer Experience 52

Customer Experience Customer Journey Mapping E Commerce Multi-Channel 52

West Monroe

JANUARY 24, 2022

Part and parcel with data strategy are ever-present concerns about cyberthreats and privacy. This presents significant obstacles to capturing and recognizing revenue as quickly as needed to meet financial targets. Our advice for the year ahead?

2022 40

2022 B2B Chief Customer Officer 2021 40

Currency Alliance

OCTOBER 11, 2018

Mobile check-in can also be deployed to upsell room selection, to offer customized key collection, or can be integrated with a loyalty program to confirm benefits such as lounge-access or free Wi-Fi. Mobile keys, though not yet widespread, present similar opportunities.

Hotels 40

Hotels Hospitality Loyalty Travel 40