InMoment XI

JULY 13, 2023

The panelists engaged in insightful discussions, sharing their organisational challenges and best practices, while attendees were to engage in polls aimed at answering three key questions on preparedness, challenges, and changes related to Consumer Duty. What Have Been Your Biggest Challenges in Getting Ready for Consumer Duty?

Consumers 369

Consumers Financial Competitive Advantage Customer Centricity 369

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

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. CX Managers dont just react to problems, they anticipate them.

Management 115

Management Customer Experience Roadmap NPS 115

Alida

APRIL 4, 2017

As these examples show, investing in technologies that bridge offline and online experiences can provide a significant competitive advantage. Understand customer habits. To gain a more complete understanding of shopping habits, companies should also engage customers in a two-way conversation.

E Commerce 191

E Commerce Retail Innovation Omnichannel 191

Alida

SEPTEMBER 22, 2016

Start by clearly defining what your company stands for, developing an understanding of how customers engage with your brand and prioritizing lasting emotional connections with consumers. Visionary Award winners Alliant Energy and the Art Gallery of New South Wales shared how they built the ultimate end-to-end customer journey.

2016 267

2016 Innovation Marketing Insights 267

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

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). Analytical Leaders Focus on Generating Customer Insights.

Competitive Advantage 101

Competitive Advantage Customer Experience White Paper Download 101

Peter Lavers

FEBRUARY 18, 2015

Customer Think is a really interesting hub of guest bloggers on customer related topics (especially US writers). I’ve recently started sharing content on there and its been a positive experience with active engagement. A key part of engaging these directors is communicating in terms of what matters to them.

Culture 70

Culture Customer Insights Insights Competitive Advantage 70

Thematic

MARCH 26, 2025

In particular, customer review analysis helps surface recurring themes and pain points shared in public feedback, giving teams a clearer picture of user sentiment. Without a structured feedback loop, businesses operate in the dark, relying on assumptions rather than real customer insights.

Feedback 62

Feedback Social Media Customers E-support 62

InMoment XI

FEBRUARY 5, 2024

Businesses with more positive reviews are likely to appear higher in local search results, increasing their visibility to potential customers. Customer Engagement: Responding to reviews, both positive and negative, allows businesses to engage with their customers.

Competitive Advantage 195

Competitive Advantage 2024 Consumers Feedback 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). Analytical Leaders Focus on Generating Customer Insights.

Competitive Advantage 94

Competitive Advantage Customer Experience White Paper Download 94

Think Customers

APRIL 10, 2025

Why CX Needs to Be Aligned with Business Strategy CX directly impacts revenue Companies with superior CX achieve higher customer lifetime value (CLV) , lower churn , and increased cross-sell and upsell opportunities. Action Point: Incorporate CX performance indicators into employee compensation structures across departments.

B2B 52

B2B Net Promoter Score Effort Score Financial 52

Alida

JULY 26, 2016

The full-day event in Sydney featured some of Asia Pacific’s biggest brands and explored provocative perspectives on the state of customer insight. Use authentic engagement to drive customer loyalty. The solution, according to Miller, is to focus on authentic engagement with customers. SharedValue #VCSummit.

2016 162

2016 Customer Experience E Commerce Insurance 162

Forrester's Customer Insights

APRIL 21, 2021

Storytelling is an essential skill that inherently engages audiences and makes content distinctive and memorable. Yet, B2B marketing professionals often struggle to create compelling stories.

Competitive Advantage 64

Competitive Advantage Brands B2B Engagement 64

Thematic

FEBRUARY 12, 2025

From improving customer engagement to mitigating PR crises, text analytics helps companies make data-driven decisions instantly. Example: A retail brand uses text analytics to analyze thousands of Instagram comments and discovers that customers want more sustainable packaging. This insight directly informs product development.

Social Media 62

Social Media Insights Feedback Brands 62

Alida

OCTOBER 15, 2017

There’s never been a more crucial time for brands to keep a finger on the pulse of changing customer needs – or risk falling behind the pack. . At CX and the City over one hundred customers, insights, marketing and CX professionals across 5 countries joined us in Singapore to explore the future of customer relationships in Asia Pacific.

Competitive Advantage 100

Competitive Advantage 2017 2025 Customer Journey 100

CSM Magazine

APRIL 18, 2023

Understanding customer insights is essential to maximizing the return on your business investments, as expected. And in this article, we’ll explore some strategies for using customer insights to drive meaningful growth—focusing on how companies like yours can use these powerful tools to increase their ROI significantly!

Return on Investment 52

Return on Investment Customer Insights Insights Competitive Advantage 52

Optimove

FEBRUARY 18, 2025

Whether determining which products to promote and when or adjusting stock levels, data offers clear, evidence-based insights that drive smarter decisions. Improved Customer Insights :Understanding customer behavior and preferences is critical to creating personalized experiences.

Retail 52

Retail Download Competitive Advantage Loyalty 52

Customer Bliss

MARCH 30, 2017

Whether this happens monthly, quarterly, or annually, it’s one of the most robust, direct ways for a company to really see what their customers go through to interact with them. It engages leaders, unifies their decision-making, and creates an accountability forum. The yin and yang of customer experience labs.

Customer Experience 195

Customer Experience Banking Net Promoter Score Call Center 195

InMoment XI

SEPTEMBER 5, 2024

VoC data is also a valuable source of insights for innovation. Understanding customer pain points and desires can guide the development of new products or features that address unmet needs, giving companies a competitive advantage. Solicit customer feedback to evaluate new ways of gaining a competitive advantage.

Net Promoter Score 195

Net Promoter Score Metrics Voice of Customer Touchpoint 195

Calabrio

FEBRUARY 28, 2025

This process is particularly useful in the contact centersite of countless, and crucial, customer conversationswhere it enables businesses to optimize operations, enhance customer experiences, and drive more strategic decision-making. These findings confirm the need for voice analytics software for full customer insights.

Contact Center 52

Contact Center Insights Average Handle Time Call Center 52

Alida

APRIL 11, 2017

The promise of convenience at a higher price will appeal to more affluent or busier customers. Companies should engage with car owners directly to learn what consumers want and why they want it. Deep customer insight will help dealerships optimize their service levels and pricing. Improve communication.

Automotive 113

Automotive Competitive Advantage Loyalty Consumers 113

Alida

NOVEMBER 28, 2017

Showing customers how their feedback has impacted the company drives engagement. The company’s insight community is its main source of customer insight and its primary CRM tool, she said, so being process-driven is essential for successfully managing the volume of input.

Insights 100

Insights Competitive Advantage Innovation 2017 100

ShepHyken

SEPTEMBER 10, 2021

This week we feature an article by Tanya Ahmed, a Digital Marketer of Vantage Circle , a cloud-based employee engagement platform. She writes about what customers expect from companies in 2021 and what they actually get. Speak to your customers in a conversational and personal tone. Try to avoid being transactional.? .

Customer Experience 106

Customer Experience Advertising Customer Expectations 2011 106

InteractionMetrics

MARCH 13, 2025

Better alignment of products and services with customer expectations , allowing you to prioritize improvements that directly meet customer needs. Improved brand reputation , because proactively engaging with customer sentiment helps you prevent negative experiences from escalating into crises.

Customer Experience 52

Customer Experience Customer Satisfaction Social Media Metrics 52

Bold360

APRIL 20, 2021

In times of rapid change, such as all of 2020 as companies adjusted (and readjusted) to the impact of COVID-19, having this data-enabled agility helped businesses future-proof their customer engagement. CX optimization can begin simply through monitoring what users are looking for when they’re engaging with your chatbot.

Customer Engagement 52

Customer Engagement Engagement Competitive Advantage Banking 52

SurveySensum

OCTOBER 4, 2024

Minimizes Risk : An FMS helps businesses to become more proactive by identifying issues before they become major problems, hence reducing the risk of negative customer experiences or product failures. This creates a single source of truth for all customer insights, helping businesses maintain a holistic view of customer sentiment.

Feedback 52

Feedback Customer Engagement Engagement Management 52

BirdEye

FEBRUARY 4, 2025

Actionable insights Leverage data-driven recommendations to improve reputation strategy. Customer engagement Strengthen relationships with loyal customers through timely responses and personalized interactions. Review management Automate review collection, responses, and engagement.

Brands 52

Brands Management Multi-Channel Social Media 52

Thematic

APRIL 8, 2025

These challenges can make a customer feedback loop process stall out or feel impossible to manage. Instead of drowning in data or responding too slowly, teams are using AI-driven customer insights platforms to transform the feedback loop into an efficient, closed circuit. The good news?

Feedback 62

Feedback NPS Insights Customers 62

Kustomer

OCTOBER 14, 2020

A stellar customer support strategy is meant to enhance the consumer experience as they interact with your brand. Whether they’re curious about the product and have questions, are making a purchase, or need to return something, the steps to accomplish this should be easy and engaging. Create a Longstanding Program.

Customer Service Strategies 94

Customer Service Strategies Customer Service Competitive Advantage 2020 94

Qualtrics

JULY 2, 2020

When COVID-19 hit traditional consumer engagement channels, media consumption habits, and values and priorities changed forever. We’re able to react faster, and continually track sentiment to ensure we are going to market with a meaningful and engaging message,” said Raj. We didn’t have a context for this 'new normal'. Request Demo.

Competitive Advantage 26

Competitive Advantage Brands Insights Consumers 26

LoyaltyPlus

AUGUST 4, 2017

The Gap – Who is my customer? Today, a key business challenge is to manage customer relationships effectively by understanding customers and their habits. To engage customers and leverage data for improved and targeted marketing campaigns is always a challenge. Just Engage.

Customer Relationships 40

Customer Relationships Engagement Social Media Magazine 40

Totango

SEPTEMBER 26, 2019

Spark , our flagship software platform, connects all customer information, surfacing meaningful customer insights in real-time, so companies can proactively and intelligently engage with their customers to drive adoption, retention, expansion and advocacy.

Customer Success 11

Customer Success Competitive Advantage 2019 Customer Centricity 11

Kustomer

SEPTEMBER 1, 2022

A stellar customer support strategy is meant to enhance the consumer experience as they interact with your brand. Whether they’re curious about the product and have questions, are making a purchase, or need to return something, the steps to accomplish this should be easy and engaging. Regularly Communicate and Engage With Customers.

Customer Service Strategies 85

Customer Service Strategies Customer Service Consumers 2025 85

BirdEye

FEBRUARY 21, 2025

It offers high engagement and a direct approach.In Higher engagement rates : SMS messages have a higher open rate than emails, increasing the chances of receiving reviews. Improved client engagement : Automated messages timed to match client milestones ensure higher review response rates and engagement.

Social Media 59

Social Media Feedback Net Promoter Score 2023 59

BirdEye

DECEMBER 5, 2023

Engaging with customers online Talking to customers online is more than just replying to comments. It’s about being part of the conversation, understanding customers’ needs, and offering help. Competitive advantage In a crowded market, having a strong reputation can be the deciding factor for customers.

Brands 110

Brands Management Social Media Feedback 110

Gainsight

NOVEMBER 18, 2019

The bottom line is clear: measuring and improving the customer experience is not only good for customers, it’s good for business. A focus on CX creates a competitive advantage that drives customer retention, revenue expansion and enterprise valuation over time. B2B CX: Beyond customer surveys.

B2B 12

B2B Metrics Measurement Competitive Advantage 12