Experience Investigators by 360Connext

FEBRUARY 18, 2025

Related resource: Customer Experience ROI: Tying CX Investments to Business Success Identifying Signs of a CX Problem You can monitor several CX and operational metrics to understand if you have a CX problem. Investigate these areas and create a plan to better address your customer expectations.

Customer Experience 143

Customer Experience Competitive Advantage Metrics Customer Journey 143

InMoment XI

SEPTEMBER 12, 2023

Sales and Marketing Strategy Analysis: Break down competitors’ sales funnels and marketing campaigns. The Importance of CRM Databases in Competitive Analysis Customer Relationship Management (CRM) databases are essential tools for storing and tracking customer information, interactions, and sales history.

Marketing 195

Marketing Competitive Advantage Return on Investment Poor Customer Service 195

Retently

MARCH 11, 2025

Bridging the gap between what customers expect and what businesses deliver is the Customer Experience Manager. But CX isnt just about making things easier its a major competitive advantage. Why CX Managers Focus on Journey Optimization A smoother journey = happier customers = more sales.

Management 115

Management Customer Experience Roadmap NPS 115

Think Customers

APRIL 10, 2025

To avoid this, CX leaders must demonstrate that enhancing customer experience is not just about satisfaction but about achieving tangible business results such as increasing revenue, improving retention, reducing costs, and strengthening competitive differentiation.

B2B 52

B2B Net Promoter Score Effort Score Financial 52

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

CSM Magazine

JANUARY 9, 2025

It’s a scenario that plays out countless times across businesses every day, and it’s costing more than just time it’s eroding the seamless digital experience that today’s customers expect. The burden of compliance transforms from a daily challenge into a natural part of the customer experience.

Customer Experience 52

Customer Experience 2025 Competitive Advantage Webinar 52

GetFeedback

JANUARY 12, 2020

airline industry, is rightly concerned with delivering the value customers expect, and so will not “fix” individual touchpoint issues even when customers request. For example, one tech company was getting complaints that professional service projects were taking much longer than expected. About the guest author.

Customer Journey Mapping 221

Customer Journey Mapping Customer Journey Touchpoint Airlines 221

InMoment XI

FEBRUARY 14, 2024

It’s easy to fall into the trap of thinking that customer expectations are always changing, and you’ll never be able to keep up. However, all your customers want the same thing: to be able to interact with their brand on their terms.

Omnichannel 195

Omnichannel Customer Experience Social Media E Commerce 195

ShepHyken

SEPTEMBER 10, 2021

She writes about what customers expect from companies in 2021 and what they actually get. Consumers today expect speedier access to services than ever before. Estimations show that about 78% of consumers on a transaction did not choose to make an intended sale. . Reality: Customer Service generally feels like sales. .

Customer Experience 106

Customer Experience Advertising Customer Expectations 2011 106

Kayako

SEPTEMBER 14, 2018

But the biggest takeaway from our study isn’t a particular statistic—it’s that live chat (when done right) has the power to drive sales and boost customer loyalty. Why does live chat reign supreme over every other customer support channel, even while 47% of consumers haven’t had a positive live chat experience in the last month?

Loyalty 72

Loyalty Sales Competitive Advantage Consumers 72

CSM Magazine

FEBRUARY 19, 2025

Those who embrace these innovations early can enhance efficiency, improve customer satisfaction, and gain a crucial competitive advantage. Todays customers expect a fast, efficient, and personalized dining experiencean expectation that AI meets through targeted innovations.

Customer Experience 52

Customer Experience Social Media Competitive Advantage Customer Satisfaction 52

GetFeedback

JANUARY 19, 2020

Winning (25%): “outcomes can be quantified” or “created a competitive advantage.”. Customer service agent notes and messages. Text from sales team interactions. . Check out our free Customer Journey Map guide with map examples and a free template! Developing (58%): “seeing some signs of CX improvement.”.

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

Integrity Solutions

JULY 31, 2024

Money and incentives matter, but they are only part of the sales retention story. In any business environment, retaining your best sales producers is a top priority. Today, amid market volatility, changing customer expectations and heightened competition, it’s more important than ever.

Sales 68

Sales Culture 2025 Competitive Advantage 68

Steve DiGioia

MARCH 9, 2020

What happens when your competition down the street, who also upgraded their equipment or has similar procedures in place, routinely delivers the same dish within 6 minutes? You’ve lost a valuable competitive advantage because you fail to maintain the highest performance standards possible. Costs and Customer Interaction.

Competitive Advantage 124

Competitive Advantage User Experience Social Media Sales 124

InMoment XI

FEBRUARY 2, 2024

Brands that master the art of personalization significantly enhance loyalty and a competitive edge. In the context of high-value transactions, it can be the deciding factor that tilts the scales in a brand’s favor, with a higher probability of both a sale and a lifelong customer.

Hospitality 195

Hospitality Call Center Retail NPS 195

InMoment XI

JUNE 13, 2024

Enhancing Customer Experience: By analyzing customer feedback and sentiment, companies can better understand their customers’ needs, preferences, and pain points. Consider a company analyzing customer reviews to improve its products.

Social Media 195

Social Media Document Contact Center Insights 195

Talkdesk

SEPTEMBER 4, 2020

The reimagining of business places the customer at its forefront and affects every aspect of the banking industry — from human resources and security to sales and marketing. Omnichannel banking: Customer expectations towards digital service are growing fast. Superior service that wows customers happens in the cloud.

Banking 114

Banking Contact Center Omnichannel Financial 114

CX Journey

MARCH 7, 2019

That said, what do businesses need to do to not only make their customers happy but also ensure customers stick with them? Here are some pointers: #1 Find out what customers want To successfully meet customer expectations, first research what customers actually want from your services.

Competitive Advantage 42

Competitive Advantage Customer Experience Social Media Omnichannel 42

ChurnZero

FEBRUARY 21, 2025

When customers subscribe to services that help them succeed, theyre invested in using them. The cons: internal resistance and customer expectations. Internally, sales teams are the most likely to object to introducing paid CS services, due to concerns about slowing down new deals. And time kills all deals.

Customer Success 52

Customer Success Net Promoter Score Webinar Competitive Advantage 52

BirdEye

MARCH 6, 2025

Did you know that 90% of customers expect an immediate response from businesses, and for most of them, immediate means less than 10 minutes? Thats why businesses strive to deliver on these fronts to stay relevant in this increasingly competitive digital era. The result? For CMOs and marketing leaders, the time to act is now.

Customer Engagement 52

Customer Engagement Engagement Marketing Banking 52

Thematic

JANUARY 16, 2025

Also, companies using AI have improved conversion rates and sales productivity by 10-30%. In fact, 81% of agents and 73% of mobile workers say customers expect a personal touch more now than they did previously. Customers want to feel understood and valued, and text analytics makes that possible. Today, data is king.

Social Media 62

Social Media Travel Feedback Competitive Advantage 62

GetFeedback

OCTOBER 4, 2019

Product: Survey data also helps your product team create improved product roadmaps since feature requests are now based on customer expectations rather than educated guesses. Sales: Customer feedback can also shed light on your customer segments equipping your salespeople with a deeper understanding of what each value most.

Competitive Advantage 150

Competitive Advantage Touchpoint NPS Feedback 150

Experience Investigators by 360Connext

FEBRUARY 18, 2025

Related resource: Customer Experience ROI: Tying CX Investments to Business Success Identifying Signs of a CX Problem You can monitor several CX and operational metrics to understand if you have a CX problem. Investigate these areas and create a plan to better address your customer expectations.

Customer Experience 143

Customer Experience Competitive Advantage Metrics Customer Journey 143

InteractionMetrics

MARCH 13, 2025

Strengthened brand loyalty , by identifying satisfied customers and encouraging them to become active promoters of your brand. Better alignment of products and services with customer expectations , allowing you to prioritize improvements that directly meet customer needs.

Customer Experience 52

Customer Experience Customer Satisfaction Social Media Metrics 52

Thematic

MARCH 26, 2025

Companies that collect high-quality, actionable feedback are the ones that gain a competitive advantage. Customer support tickets – Complaints, questions, and bugs reported directly by users. Sales and onboarding calls – Reveal early objections, expectations, and product confusion.

Feedback 62

Feedback Social Media Customers E-support 62

Kayako

MARCH 21, 2022

No matter how much information companies provide before the sale, most customers will still need help. The customer is king” is an old saying, yet it has never been more relevant than it is now. Consumers feel let down when the pre-sale marketing context differs from after the sale.

Customer Service 117

Customer Service Social Media 2010 Competitive Advantage 117

Thematic

FEBRUARY 24, 2025

That’s the power of customer experience insights—real-time feedback and data-driven analysis that help businesses understand what customers want, what frustrates them, and how to improve their journey. Companies that actively apply customer insights boost retention, loyalty, and competitive advantage.

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62

Thematic

NOVEMBER 14, 2024

Organizations need to understand customer sentiment to keep up with ever-evolving customer expectations and outpace competitors. Let’s take a closer look at how customer sentiment data can make a difference. Customer Sentiment Analysis Enables Personalization Customer expectations are always changing and shifting.

Net Promoter Score 62

Net Promoter Score Social Media Customers Feedback 62

Integrity Solutions

JUNE 19, 2023

Since our work focuses on both skill and will — the skillset as well as the mindset necessary for sales success — we often get asked what the specific, core sales skills are that every salespeson today needs to have. We know that sales prospecting is a vital part of sales success.

Sales 16

Sales Communication Roadmap Competitive Advantage 16

Thematic

FEBRUARY 12, 2025

Example: A retail brand uses text analytics to analyze thousands of Instagram comments and discovers that customers want more sustainable packaging. A data-driven approach enhances customer engagement, boosts brand loyalty, and improves sales conversions. This insight directly informs product development.

Social Media 62

Social Media Insights Feedback Brands 62

ClearAction

APRIL 3, 2015

To set the stage, HR should view their role in a customer experience context : who are HR’s customers, and what can HR do to support what external customers expect of the company. It would help chart the course for the org’s competitive advantage. Strategic Contributions. —@Lynn_Teo.

Engagement 121

Engagement Customer Experience Government Culture 121

Happy or Not

NOVEMBER 13, 2024

JACK & JONES: elevating customer satisfaction by 35% JACK & JONES, a renowned menswear retailer, sought to elevate customer experience and boost customer loyalty by implementing HappyOrNot’s real-time feedback system across their Finnish stores. Read the full case study here 2.

Customer Service 36

Customer Service Hospitality Customer Centricity Sports 36

ProProfs Chat

JANUARY 30, 2020

Well, that’s exactly why you need to focus on engaging with your customers regularly. With consistent engagement, you’ll get to figure out: Customer pain points. Customer expectations. Customer loyalty. Successful Customer Engagement. Benefits of Customer Engagement. Customer Engagement Challenges.

Customer Engagement 136

Customer Engagement 2020 Engagement Social Media 136

CX Journey

MARCH 7, 2019

That said, what do businesses need to do to not only make their customers happy but also ensure customers stick with them? Here are some pointers: #1 Find out what customers want To successfully meet customer expectations, first research what customers actually want from your services.

Competitive Advantage 32

Competitive Advantage Customer Experience Social Media Omnichannel 32

Retently

MARCH 10, 2022

You can of course try to stand out with competitive advantages like more features or buy them off with incentives; however, you will be always facing the challenge to lose this customer. Weak relationship building accounts for 16% of the average customer churn.

E-support 147

E-support Poor Customer Service Customer Success Customers 147

Kustomer

OCTOBER 14, 2020

Let’s explore some of the most effective ways to sustain your customer service strategy. 6 Ways to Maintain a Strong Customer Service Strategy. HubSpot recently found that only a 5% increase in customer retention has the potential to increase revenue by 25-95%. Continue to Communicate With Customers.

Customer Service Strategies 94

Customer Service Strategies Customer Service Competitive Advantage 2020 94

Integrity Solutions

MAY 13, 2021

Many sales leaders are grappling with this question as they navigate today’s rapidly evolving selling landscape. Coming into the year, only 6% of Chief Sales Officers said they were extremely confident about their team’s ability to meet or exceed revenue goals. Customer expectations are higher than ever.

Customer Relationships 81

Customer Relationships Sales Customer Centricity 2021 81