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. consumers say customer experience at most companies needs Improvement. (

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

CloudCherry

SEPTEMBER 19, 2018

When left unaddressed, you risk losing trust, brand loyalty, and eventually open doors for competitors to lead your customers to their storefronts. . Choosing instead to focus on creating delightful customer experiences gives you: • A competitive advantage over other less customer-focused brands.

ROI 225

ROI Financial CEM Metrics 225

Alida

JUNE 23, 2017

Contrary to popular belief, Amazon’s biggest competitive advantage is not innovation. To truly understand Amazon’s success, you have to go back to its founder, Jeff Bezos, whose obsession with customer-centricity is widely publicized. What grocery players and other retailers can do to fight back.

Retail 153

Retail Competitive Advantage 2013 Customer Centricity 153

CSM Magazine

JANUARY 13, 2016

More and more companies are recognizing just how important a deliberate and intentional customer-focused culture is, but few companies do it well. Here are 12 simple steps to ensure your organization is maximizing this important competitive advantage: 1. Make customer service a key priority.

Customer Focused 56

Customer Focused Culture Competitive Advantage Measurement 56

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

ShepHyken

JULY 20, 2022

It might give you a competitive advantage, and more importantly, it will set you apart from others. And if what makes you different is important to your customers, they will want to be a part of your world. . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Competitive Advantage 142

Competitive Advantage Banking Fashion Contact Center 142

Customer Bliss

MARCH 21, 2019

“Don’t look at yourself, look at your customer. Be sure you have your customer in mind when you create something. Be sure it’s customer-focused, not self-focused,” says Horst Schulze , Founder, Chairman & CEO of the Capella Hotel Group, and Co-founder & Former COO of The Ritz-Carlton Hotel Co.

Hotels 192

Hotels Employee Experience Leadership Magazine 192

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

ShepHyken

SEPTEMBER 11, 2019

When I work with companies, I urge them to find what makes them unique and use it as a competitive advantage. I met Rodney at a conference where I was speaking about customer service. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

Competitive Advantage 132

Competitive Advantage Customer Service Training Customers Customer Service 132

ShepHyken

FEBRUARY 23, 2022

Great customer-focused companies make it easy to get information quickly. It might be a Frequently Asked Questions page on the company’s website or a video tutorial that teaches exactly what the customer needs without having to call customer support. They want to get information quickly and easily.

Competitive Advantage 131

Competitive Advantage Customer Focused Customer Service Training Reference 131

TechSee

SEPTEMBER 29, 2020

This is especially relevant in today’s customer-focused marketplace, where expectations are high, and customer service excellence has become a competitive advantage. The Best Call Center Cost Reduction Strategies.

Call Center 196

Call Center Contact Center Average Handle Time Measurement 196

InMoment XI

FEBRUARY 14, 2024

When customers receive consistent and personalized interactions across all channels, they are more likely to perceive the brand positively and recommend it to others, driving word-of-mouth referrals and organic growth. Building an omnichannel experience requires creating a customer-focused culture, and software to support it.

Omnichannel 195

Omnichannel Customer Experience Social Media E Commerce 195

Beyond Philosophy

FEBRUARY 19, 2019

It also explains how retailers can use Customer Experience to their success. It is built on two fundamental principles: Retail Proposition: You must provide customers with something they value. Superior Competitive Advantage: What you offer must be more valuable than what the competition delivers.

Retail 142

Retail 2011 Competitive Advantage Books 142

ShepHyken

APRIL 12, 2021

When you read it, consider how little breakthroughs can enhance the customer experience. How to Use CX as a Competitive Advantage During Retail Disruption by Russell Haswell. So it stands to reason that the experience, for even our most loyal customers, may have changed. Interesting idea. Follow on Twitter: @Hyken.

Article 84

Article 2021 Competitive Advantage Customer Service 84

ShepHyken

SEPTEMBER 26, 2018

Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty , so I thought it appropriate to share some thoughts on how being easy – or convenient – can give you a competitive advantage over your competition.

Automotive 636

Automotive Competitive Advantage Customer Service Training Customer Service 636

ShepHyken

MARCH 25, 2019

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. My Comment: I’m a big believer in the concept of a convenient and simple customer experience. (I

2019 111

2019 Article Customer Service Competitive Advantage 111

TechSee

APRIL 10, 2019

In the highly competitive telecom industry, customer experience is a critical factor in building and maintaining a competitive advantage. A recent report by Forrester takes this concept one step further by proving that improving customer experience in telecoms delivers a boost to all KPIs.

Customer Experience 154

Customer Experience Omnichannel Customer Centricity Social Media 154

ShepHyken

DECEMBER 28, 2020

I’ll modify it just a bit: CX has been, is and will continue to be the new competitive advantage. 20 important statistics about the B2B customer experience by Mark Bowen. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. And there are nine more after that!

Article 111

Article 2020 Customer Service Loyalty Programs 111

ClearAction

APRIL 3, 2015

Engaging HR professionals with their internal customers and with the company’s strategic intent of CX management is viewed as very important to CX success. It would help chart the course for the org’s competitive advantage. Answering the question "How does our org structure best serve our customers?"

Engagement 121

Engagement Customer Experience Government Culture 121

Help.com

OCTOBER 13, 2014

A customer-centered company culture is overwhelmingly resistant to being knocked off by your competition. This makes it more powerful than almost any other competitive advantage, which will likely be ripped off–sooner rather than later. Micah Solomon guest post: .

Culture 40

Culture Customer Focused Competitive Advantage Hotels 40

Michel Falcon Experience

OCTOBER 23, 2014

Back when I was hustling to become a customer experience consultant and keynote speaker, I spent 1000′s of hours researching how companies become leaders in customer experience. I examined companies like Starbucks and Zappos in awe of how they grew to become a world-renowned, customer focused organization.

2015 154

2015 Competitive Advantage Employee Experience Customer Retention 154

ShepHyken

MAY 30, 2016

Study: What CEOs Really Think About Customer Experience by Tom Hoffman. My Comment: One of the sentences in the first paragraph of this excellent article read: “…a recent survey of CEOs finds that many chief executives view customer experience as the most effective opportunity for obtaining a competitive advantage.”

2016 72

2016 Article Customer Service Competitive Advantage 72

ShepHyken

NOVEMBER 9, 2022

Bezos was so focused on customer service that he wanted everyone to keep the customer in mind, and having a chair at the table to represent the customer was his way of doing so. That’s truly customer-focused! . Even though Price eventually left Amazon, he continued to focus on the customer experience.

Competitive Advantage 72

Competitive Advantage Books Customer Focused Customer Service Training 72

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. My Comment: This article is about the importance of a customer-centric culture. Follow on Twitter: @Hyken.

2017 83

2017 Article Customer Service Hospitality 83

ShepHyken

AUGUST 17, 2020

How to create a great customer experience strategy in 6 steps by Albert McKeon. Tech Target) In today’s business landscape, a powerful CX strategy is key to gaining customer loyalty and a competitive advantage. Here’s how to deliver a great customer experience, plus a template.

Article 93

Article 2020 Customer Service Retail 93

ShepHyken

SEPTEMBER 25, 2020

Gladly powers some of the most innovative consumer companies like Crate and Barrel, Warby Parker, JetBlue, TUMI, and more, to deliver exceptional customer experiences and makes customer service a competitive advantage. F or more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Contact Center 115

Contact Center Competitive Advantage Article Customer Service 115

ShepHyken

SEPTEMBER 10, 2021

Personalized customer experiences drive up customer loyalty. It also enables businesses to differentiate themselves and gain a sustainable competitive advantage. . The following five-step plan will help you build a personalized customer experience: . Create a customer-focused vision statement. .

Customer Experience 103

Customer Experience Advertising Customer Expectations 2011 103

ShepHyken

JULY 26, 2019

5 Ways to Enhance Customer Experience. Get more insight into creating competitive advantage by putting your valued customer at the first place and managing several aspects such as satisfaction, reduce churn and increase revenues at once. Mission & vision.

Blog 118

Blog Customer Experience Net Promoter Score Competitive Advantage 118

InMoment XI

OCTOBER 8, 2024

Improving customer experience will also result in increased brand equity , which is a key determining factor in what organizations consumers choose to give their business to. Stronger Competitive Advantage In competitive industries, customer experience is often a key differentiating factor.

Customer Experience 195

Customer Experience 2024 Net Promoter Score Financial 195

ShepHyken

APRIL 22, 2019

(Forbes) Here are 10 fresh examples of CX innovation from brands that aren’t afraid to think outside the box to serve customers. My Comment: Innovation in customer service and CX is increasing as companies recognize the competitive advantage it gives them. Follow on Twitter: @Hyken.

Article 79

Article 2019 Customer Service Competitive Advantage 79

ShepHyken

MARCH 29, 2021

The transition to more digital experiences aren’t just for your customers, but also for employees. The line that drew me in was this: “Designing for EX (Employee Experience) is the next competitive advantage.”. Consumers set a high customer service bar, but not every brand can deliver by Maria Monteros.

Article 81

Article 2021 Customer Service Competitive Advantage 81

ShepHyken

JANUARY 8, 2018

Bots are about to get better at customer support than humans by Michael Sikorsky and Rita Gunther McGrath. Wired UK) Thanks to machine learning, AI-enabled bots could gain a competitive advantage over human chat exchanges. For information on The Customer Focus customer service training programs go to www.thecustomerfocus.com.

2018 0

2018 Article Customer Service Contact Center 0

Integrity Solutions

JULY 13, 2020

This means salespeople have to be good listeners who ask the right questions, understand the customer’s goals, deliver value beyond the services they are selling, and demonstrate the uniqueness of your products and services compared to others. Most of us chafe at the thought of being called a “vendor” when our customers talk about us.

Sales 102

Sales Competitive Advantage Culture Leadership 102

Kayako

SEPTEMBER 14, 2018

If there’s one thing that drives customer loyalty and retention above any other, it’s a feeling of reciprocity. Customers want to feel like their loyalty is mutual. Truly customer-focused businesses are driven by one thing above all: customer feedback. Live Chat is Your Competitive Advantage.

Loyalty 72

Loyalty Sales Competitive Advantage Consumers 72

ShepHyken

NOVEMBER 22, 2021

If the leadership isn’t getting out of their offices and communicating directly with customers, they are missing the opportunity to hear from one of their best assets, their customers. The Secret to a Superb Customer Service Team? Hiring Actual Customers by Gabrielle Bienasz. Follow on Twitter: @Hyken.

2021 89

2021 Article Customer Service E Commerce 89

Kustomer

AUGUST 26, 2022

Customer retention expert Joey Coleman and social media expert Dan Gingiss host this lively podcast. Their ‘quick-hit’ segments deliver customer-focused tips, tools and trends for optimizing your brand strategy through customer service. The Chief Customer Officer Human Duct Tape Show. Crack the Customer Code.

Customer Experience 95

Customer Experience Chief Customer Officer Competitive Advantage 2014 95