Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands. Develop an engagement plan.

2016 267

2016 Innovation Marketing Insights 267

InMoment XI

JULY 13, 2023

The discussion around preparation also highlighted the importance of assessing product alignment with target customers, the risks of non-compliance, and the benefits of adopting a customer-first approach. Ensuring the needs of vulnerable customers are met was also discussed as a crucial aspect of achieving desired outcomes.

Consumers 369

Consumers Financial Competitive Advantage Customer Centricity 369

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. Start by capturing customer insights.

Banking 195

Banking Customer Experience Financial Touchpoint 195

Retently

MARCH 11, 2025

Whether its analyzing product reviews, refining post-purchase experiences, or working with marketing and support teams to resolve issues, their job is to make shopping effortless and enjoyable. But CX isnt just about making things easier its a major competitive advantage. Personalization is another major focus.

Management 115

Management Customer Experience Roadmap NPS 115

InMoment XI

APRIL 9, 2025

Traditional forecasting processes often miss the mark as they dont account for the latest market changes or shifts in consumer preferences. Therefore, businesses must look beyond historical sales data and integrate customer experience insights with their forecasting models for accurate results. It boosts investor confidence.

Sales 195

Sales Competitive Advantage Omnichannel Social Media 195

Win the Customer

NOVEMBER 29, 2024

In today’s competitive market, understanding your customers’ experiences is paramount. Customer Journey Mapping (CJM) is a powerful tool that helps businesses visualize and analyze the interactions customers have with a brand throughout their lifecycle. Post-Purchase: What happens after the purchase?

Customer Journey Mapping 59

Customer Journey Mapping Customer Journey Touchpoint Social Media 59

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

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. reducing churn by 15%, improving customer retention by 10% , increasing customer effort score (CES) by 25% ).

B2B 52

B2B Net Promoter Score Effort Score Financial 52

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

Alida

JULY 26, 2016

At the 2016 Asia Pacific Customer Intelligence Summit , over 200 professionals from marketing, market research, innovation and customer experience gathered for a day of learning and networking and to celebrate the achievements of the most customer-centric companies in the region. Want more customers?

2016 162

2016 Customer Experience E Commerce Insurance 162

Thematic

MARCH 26, 2025

Insights from consumers inform the development of new products and features, leading to tangible changes in how companies approach product development." " And that’s not in product development; customer feedback is important even in other departments—marketing, customer support, and more.

Feedback 62

Feedback Social Media Customers E-support 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 94

Competitive Advantage Customer Experience White Paper Download 94

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

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. As a final comment, just let me say that this also has benefits for your customer insight team members.

Culture 70

Culture Customer Insights Insights Competitive Advantage 70

Forrester's Customer Insights

APRIL 21, 2021

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

Competitive Advantage 64

Competitive Advantage Brands B2B Engagement 64

ClearAction

NOVEMBER 27, 2018

Customer-Centric Marketing: Align for Growth Lynn Hunsaker. Customer-centric marketing has several layers of meaning. The most popular layer means personalization of communications, toward increasing customer lifetime value. First Layer: All Customer Touch-Points. Find customer insights about “the how”.

Customer Centricity 74

Customer Centricity Marketing Competitive Advantage Events 74

InMoment XI

NOVEMBER 15, 2023

Customer Lifetime Value (CLV) : CLV calculates the total value a customer is expected to bring to a business throughout their entire relationship, guiding decisions related to marketing, customer acquisition, and retention strategies. Who Needs Customer Experience Analytics?

Insights 243

Insights E Commerce Customer Experience E-support 243

Thematic

FEBRUARY 12, 2025

Refine app features and usability based on real-time customer insights. Improve customer engagement by responding to emerging sentiment trends. How Sentiment Analysis Works in Social Media Monitoring Measuring customer sentiment over time: Brands can track real-time fluctuations in audience perception across platforms.

Social Media 62

Social Media Insights Feedback Brands 62

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

Retailers who use data analytics wisely are better equipped to navigate the market and drive overall success. Stay in touch Be the first to know all about the latest Marketing tips & tricks, Industry special insights and more What is Retail Analytics?

Retail 52

Retail Download Competitive Advantage Loyalty 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

InMoment XI

SEPTEMBER 5, 2024

Voice of the Customer (VoC) is the process of gathering information regarding what customers think and feel about their experiences with a business. 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

Alida

NOVEMBER 28, 2017

At the 2017 Customer Intelligence Summit , Red Bull and two other innovative brands outlined how they made the most of their insight communities in their early days by scoring massive wins that benefitted their brand and their customers. Selling the insight community internally is just as important, she advises.

Insights 100

Insights Competitive Advantage Innovation 2017 100

Thematic

JANUARY 16, 2025

Text analytics digs into data—customer reviews, emails, and social media posts—to show you what’s working and what’s not. Customer insights help you make smarter decisions to improve your products and services. When you do, your customers will be happier. It’s simple. Think about Amazon.

Social Media 62

Social Media Travel Feedback Competitive Advantage 62

Calabrio

FEBRUARY 28, 2025

Essentially, voice analytics can unlock the hidden potential within your contact centers conversationsand turn your interactions into a competitive advantage. Indeed, the voice analytics market is only expected to continue booming , reaching nearly $3 billion USD in size by the end of this decade.)

Contact Center 52

Contact Center Insights Average Handle Time Call Center 52

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. Innovation should be customer-centric. .

Customer Experience 106

Customer Experience Advertising Customer Expectations 2011 106

Alida

APRIL 11, 2017

The promise of convenience at a higher price will appeal to more affluent or busier customers. For dealers, the key is to understand the needs of their target market, which may be fragmented. Deep customer insight will help dealerships optimize their service levels and pricing. Improve communication.

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? A look inside the Wendy’s customer experience lab outside of Columbus, OH.

Customer Experience 195

Customer Experience Banking Net Promoter Score Call Center 195

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. Not very compelling.

Feedback 147

Feedback Advertising Competitive Advantage Customer Centricity 147

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

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. Here is the framework.

Customer Experience 52

Customer Experience Customer Satisfaction Social Media Metrics 52

BirdEye

OCTOBER 11, 2024

In this blog post, we explore how Birdeye’s latest GenAI tools empower businesses to turn data into a competitive edge. You’ll discover how these AI data scientists simplify customer insights, streamline competitive analysis, and help you make smarter decisions faster. Let’s look at a few ways how it does this.

Insights 52

Insights Social Media Metrics Demo 52

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

Thematic

NOVEMBER 14, 2024

Customer Sentiment Analysis Gives Competitive Advantage Knowing how customers feel about your competitors is another reason why you should do customer sentiment analysis. It’s a useful way to find out what customers like and don’t like about their brand.

Net Promoter Score 62

Net Promoter Score Social Media Customers Feedback 62

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

BirdEye

FEBRUARY 4, 2025

Businesses that consistently monitor online reputation, adapt to trends and engage with their target audience to build a resilient brand image that stands strong amid industry shifts and market fluctuations. Get AI-powered recommendations on how to improve customer experience and boost brand perception.

Brands 52

Brands Management Multi-Channel Social Media 52

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