Peter Lavers

FEBRUARY 18, 2015

Whilst debating there, on the relative importance of metrics verses action, I’ve been reminded of the importance of creating a customer insight team culture which drives action. Refocus your progress updates on action taken: Regular profess update meetings or calls are a feature of most insight teams. I hope those tips help.

Culture 70

Culture Customer Insights Insights Competitive Advantage 70

InMoment XI

NOVEMBER 13, 2024

It provides rich insight into specific pain points. This will help you better understand and serve customers. Lowering the churn rate contributes to a stronger, more loyal customer base. It provides a competitive advantage. With insights into customer behavior, you can act faster and smarter than competitors.

Customer Retention 195

Customer Retention 2024 ROI Competitive Advantage 195

GetFeedback

MARCH 20, 2019

It refers to the customers’ needs, wants, and expectations as it pertains to a company’s products or services. A customer voice program focuses on capturing the expectations, likes, and dislikes of your customers. In essence, a customer voice program gives your customers a voice within your organization.

Customer Voice 210

Customer Voice Net Promoter Score Customer Centricity Competitive Advantage 210

Alida

NOVEMBER 28, 2017

Innovative companies are getting huge results from their insight communities in less than one year. According to Laura-Lynn Freck, senior manager for shopper and category insights at Red Bull, getting customers and stakeholders excited is table stakes, but that’s not all. So, what’s their secret? Keep it light and fun.

Insights 100

Insights Competitive Advantage Innovation 2017 100

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. Insight into customer habits can help companies drive sales by providing insight on which products to offer next.

E Commerce 191

E Commerce Retail Innovation Omnichannel 191

InMoment XI

OCTOBER 23, 2024

Here are a few reasons why customer experience in banking is an even bigger competitive advantage than ever before: It helps build trust during uncertain times. In a period of financial anxiety, customers are looking for institutions they can trust. Offer industry-specific solutions and insights.

Banking 195

Banking Customer Experience Financial 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. To see the results regarding all 25 customer analytics practices, you can download the entire report for free here.

Competitive Advantage 101

Competitive Advantage Customer Experience White Paper Download 101

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

InMoment XI

DECEMBER 10, 2024

This information guides product development to better fulfill customer needs and goals. It gives you a competitive advantage: Your product and business improvements will likely enhance customer satisfaction. As a result, youll succeed in retaining and acquiring customers to increase your market share.

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

InMoment XI

FEBRUARY 5, 2024

This can be a powerful motivator for potential customers who are considering a purchase or service. Customer Insights: Reviews offer businesses insights to the emotions and experiences of their customers. This can help identify pain points and lead to making decisions that positively impact the customer experience.

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. To see the results regarding all 25 customer analytics practices, you can download the entire report for free here.

Competitive Advantage 94

Competitive Advantage Customer Experience White Paper Download 94

InMoment XI

SEPTEMBER 5, 2024

This customer-centric focus is crucial for developing products, services, and experiences that align with what customers truly want. VoC data is also a valuable source of insights for innovation. 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

CSM Magazine

APRIL 12, 2023

That’s why Reuters Events is inviting you to attend their upcoming webinar ‘Overcoming Adversity: Drive insights into action with AI-powered listening and consumer intelligence’! Click here to join live or pre-order the recording!

Webinar 52

Webinar Customer Insights Insights Competitive Advantage 52

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

Alida

SEPTEMBER 6, 2018

These stats all suggest that there’s massive opportunity in the retail industry right now, but it’s still a competitive landscape with disruptors lurking at every turn. To win in the long term, companies need to really understand their customers—insight is key, according to experts at Deloitte. Get closer to your employees.

Retail 243

Retail E Commerce 2017 2018 243

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

C Space

NOVEMBER 4, 2019

The Right Insight. What makes a successful customer insights leader? So the role of customer insights as the headlights of a business has never been more important. Understanding human behavior – and building customer-company relationships that create value for both – drives growth. Robert Howie.

Insights 45

Insights Net Promoter Score Competitive Advantage Culture 45

Bob Hayes

JULY 1, 2015

Companies continue to hire data scientists as a way to help them make sense of and get insight from their data. Data analytics play a critical role in helping businesses create a competitive advantage and drive innovation. Analytics don’t occur in a vacuum. data workers) to make sense of the data.

Innovation 106

Innovation Competitive Advantage Measurement Insights 106

Lumoa

NOVEMBER 7, 2022

7 Customer Experience Trends to Know in 2023 Here are seven trends that will keep your customer experience strategy on top. #1 1 Customer insights are a company-wide resource Even just a few years ago, customer insights or feedback were collected and owned solely by the CX or marketing team.

2023 78

2023 Customer Experience Competitive Advantage 2021 78

Bob Hayes

OCTOBER 23, 2017

We surveyed 80+ customer-centric professionals in companies with formal customer-centric programs (e.g., We found that analytical leading companies, more so than analytical lagging companies, infuse analytics practices throughout their entire customer program, from setting strategy to delivering insights.

White Paper 68

White Paper Competitive Advantage Government Customer Centricity 68

C3Centricity

JANUARY 10, 2025

Of course, a few perennials have also appeared in our top 10 list for years, such as the ones on insight development and customer observation. Since no brand is successful without a foundational insight, and customer understanding is its essential basis, these two will always be popular.

2024 62

2024 Blog Consumers 2011 62

Alida

NOVEMBER 1, 2018

Customers are a great source of ideas about what product or experience enhancement to pursue. Giving them the opportunity to contribute further deepens the relationship on its own but it also offers a competitive advantage – bringing ideas to improve or introduce products and services to the product teams.

Feedback 147

Feedback Advertising Competitive Advantage Customer Centricity 147

Alida

APRIL 11, 2017

Deep customer insight will help dealerships optimize their service levels and pricing. The key is fostering ongoing, authentic dialogue with customers. Companies that truly understand their customers are uniquely positioned to overcome mistrust, offer superior customer experience and create a sustainable competitive advantage.

Automotive 113

Automotive Competitive Advantage Loyalty Consumers 113

Customer Bliss

MARCH 30, 2017

Visually, a slice of it looks like this: And that’s actually a good place to start in general on the idea of customer experience labs: what are they, why do companies typically use one, and what’s the desired end state? What are customer experience labs? The yin and yang of customer experience labs.

Customer Experience 195

Customer Experience Banking Net Promoter Score Call Center 195

Win the Customer

NOVEMBER 29, 2024

Enhanced Brand Loyalty: A positive customer experience fosters loyalty, leading to repeat business and positive word-of-mouth. Informed Decision-Making: Customer journey maps provide valuable insights that can inform product development, marketing strategies, and customer service initiatives.

Customer Journey Mapping 59

Customer Journey Mapping Customer Journey Touchpoint Social Media 59

BirdEye

OCTOBER 11, 2024

Achieving this level of excellence requires deep, real-time insights into customer sentiment across all locations and an understanding of how they compare to industry standards and competitors. That’s where Birdeye’s Insights AI and Competitors AI products come in. But there’s a solution.

Insights 52

Insights Metrics Social Media Demo 52

ShepHyken

SEPTEMBER 10, 2021

Speak to your customers in a conversational and personal tone. Prioritize your existing customers over the acquisition of potential customers. . Use customer surveys to improve customer insight and offerings. . Reality: Customers are generally treated like numbers. .

Customer Experience 106

Customer Experience Advertising Customer Expectations 2011 106

Thematic

DECEMBER 5, 2018

As much as companies talk a good game about big data, they do not seem to leverage it, or customer retention analytics, to its full extent. Interestingly, according to a study by Broadway Business , only 32% of respondents are satisfied with their company’s use of analytics to create a competitive advantage. Keen to know more?

Customer Retention 96

Customer Retention Competitive Advantage 2017 2014 96

Bob Hayes

SEPTEMBER 18, 2017

A new customer analytics survey of 80+ companies provides a look into the state of analytics in customer programs. Only 32% of respondents are satisfied with their company's use of analytics to create a competitive advantage. We studied 88 companies that have a formal customer program (e.g.,

Loyalty 113

Loyalty Competitive Advantage White Paper Social Media 113

Qualtrics

JULY 2, 2020

It was therefore very important for Beiersdorf to make sense of this new world by creating a baseline of changing customer behaviors and expectations, and then monitor how they change over time,” said Shameek Raj, Head of Data, Analytics & Insight - Brand & Media at Beiersdorf Australia. Priming business for the “new normal”.

Competitive Advantage 26

Competitive Advantage Brands Insights Consumers 26

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

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. Sharing tips and industry insights or joining discussions shows you care.

Brands 110

Brands Management Social Media Feedback 110

ClearAction

NOVEMBER 27, 2018

To see your work from your customer’s viewpoint, absorb customer insights already on-hand and talk frequently with customers. How can you apply customer insights to your event marketing and alliance partners and other areas? Go beyond the “what’s in it for us” to the “what’s in it for the customer”.

Customer Centricity 74

Customer Centricity Marketing Competitive Advantage Events 74

Forrester's Customer Insights

NOVEMBER 21, 2023

In our 2023 Data Literacy and Culture Survey, we uncovered key insights about the state of data culture in organizations. Shockingly, nearly half of employees lack the ability to search for existing insights and struggle to find reports, datasets, and insights.

Culture 61

Culture Competitive Advantage 2023 Insights 61

Experience Investigators by 360Connext

NOVEMBER 8, 2022

They create a top level for Customer Experience (usually a VP of…customer experience or customer insights) and wish that leader well. It’s worth noting that happier customers typically mean happier employees, who are less likely to leave and more likely to refer others to work for the brand.

Customer Experience 110

Customer Experience Competitive Advantage Customer Centricity 2020 110

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%.

Customer Service Strategies 94

Customer Service Strategies Customer Service Competitive Advantage 2020 94

SurveySparrow

JULY 26, 2023

Now, let’s get one thing together, it goes far beyond just listening to the customer- it’s about understanding their deepest desires, frustrations, and expectations. Have you ever heard of Voice of Customer surveys ? This step involves cross-functional collaboration to align business functions with customer expectations. #4:

Voice of Customer 52

Voice of Customer Social Media Competitive Advantage Customer Centricity 52