InMoment XI

SEPTEMBER 5, 2024

The only way to do this is by listening to what your customers are saying, which is referred to as the Voice of the Customer. Understanding customer pain points and desires can guide the development of new products or features that address unmet needs, giving companies a competitive advantage. What is Voice of the Customer?

Net Promoter Score 195

Net Promoter Score Metrics Voice of Customer Touchpoint 195

InMoment XI

NOVEMBER 18, 2024

Competitive Advantage Understanding customer behavior can be a key differentiator in today’s business environment. Designed for ease of use, Zendesk offers tools for tracking customer issues, measuring satisfaction, and analyzing behavior through support interactions. References HubSpot. Accessed 11/13/2024.

Customer Journey Mapping 195

Customer Journey Mapping Social Media Customer Journey Competitive Advantage 195

InMoment XI

FEBRUARY 8, 2024

Whether that be through cost-saving measures, increased operational efficiency, or strategic initiatives to boost revenue, the pursuit of financial success is a constant in the business world. Contact center optimization refers to the process of improving the efficiency, effectiveness, and overall performance of a contact center.

Contact Center 195

Contact Center Multi-Channel Social Media Competitive Advantage 195

BirdEye

OCTOBER 5, 2023

We’ll look at actionable tips to measure brand perception, identify gaps between belief and reality, and outline strategies to align the brand experience with customer expectations. How to measure brand perception? Brand perception refers to how consumers view, think, and feel about a company and its offerings.

Measurement 64

Measurement Brands Social Media Net Promoter Score 64

InMoment XI

SEPTEMBER 12, 2024

However, it can be difficult to measure these types of factors and produce usable data. That’s why businesses need to keep track of customer churn, which is the metric used to measure how well you are retaining customers. More specifically, customer churn is measured and evaluated using a customer churn rate.

Social Media 195

Social Media Customers Measurement Metrics 195

InMoment XI

MARCH 5, 2024

Unstructured data refers to information that doesn’t have a predefined data model or isn’t organized in a structured manner like traditional databases. This flexibility enables businesses to gain a comprehensive understanding of their customers and operations, driving innovation and competitive advantage. 2/29/24.

Customer Experience 195

Customer Experience Social Media Innovation Competitive Advantage 195

InMoment XI

OCTOBER 23, 2024

Customer experience in banking refers to the thoughts, opinions, and feelings customers have about every interaction with your financial institution. 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.

Banking 195

Banking Customer Experience Financial Touchpoint 195

InMoment XI

FEBRUARY 6, 2024

Unstructured data refers to information that does not have a specific, predefined data model or structure. Moreover, businesses that effectively harness unstructured data may gain a competitive advantage. References Sprout Social. Unlike structured data, which is organized into well-defined tables or schemas (e.g.,

Social Media 195

Social Media Marketing 2023 Advertising 195

InMoment XI

JANUARY 2, 2023

As competition and buyer empowerment compounds, customer experience (CX), is proving to be the only truly durable competitive advantage. When you start your CX efforts, you need to consider how to measure it. How Do I Measure Customer Experience? It is often referred to as a brand or relationship metric.

Net Promoter Score 221

Net Promoter Score NPS Metrics Effort Score 221

InMoment XI

FEBRUARY 14, 2024

Omnichannel customer experience refers to providing a seamless and integrated experience for customers across multiple channels or touchpoints. Competitive Advantage Offering a seamless and personalized omnichannel experience can differentiate your business from your competitors. What is Omnichannel Customer Experience?

Omnichannel 195

Omnichannel Customer Experience Social Media E Commerce 195

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. Loyal customers are 5x as likely to repurchase, 5x as likely to forgive, 4x as likely to refer, and 7x as likely to try a new offering.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

InMoment XI

NOVEMBER 15, 2023

Customer experience analytics, often referred to as CX analytics, is the systematic process of collecting and analyzing data to understand and improve the overall customer experience. Competitive Advantage : Companies that prioritize customer experience often outperform their competitors. What is Customer Experience Analytics?

Insights 243

Insights E Commerce Customer Experience E-support 243

Chattermill

JUNE 3, 2019

Customer Experience Measurement: Which Metrics Should You Focus On? In this article, we'll guide you through the various customer experience metrics and how best to measure and optimise your customer experience. Unbiased references by friends, experts and families carry tremendous power. So it’s crucial you measure what matters.

Metrics 85

Metrics Measurement Customer Experience Net Promoter Score 85

BirdEye

DECEMBER 26, 2023

But this can change if your business actively measures brand salience and takes steps to improve it. This blog post is the ultimate guide on brand salience and helps you grow your brand by measuring this important metric. Brand salience helps businesses measure customer loyalty and understand their purchase preferences.

Brands 105

Brands Social Media Competitive Advantage Measurement 105

InMoment XI

OCTOBER 24, 2024

Competitive Advantage While most companies claim to be customer-obsessed, a recent study showed that only 15% are actually customer-obsessed, meaning their business is focused on growing by delivering value to their customers. References Statista. See what InMoment can do for you by scheduling a demo today! Accessed 10/11/2024.

Customer Engagement 195

Customer Engagement Engagement E Commerce Omnichannel 195

SurveySensum

NOVEMBER 1, 2024

In this blog post, we will delve into the ins and outs of brand loyalty, and types of brand loyalty, talk about some examples of successful brands and walk you through how to measure and build brand loyalty. Competitive Advantage Customers who stick with your brand support your position in the market and reduce price sensitivity.

Loyalty 52

Loyalty Customer Relationships Brands Sales 52

GetFeedback

OCTOBER 4, 2019

Executives : The impact of collecting survey data even reaches all the way up to the executive level where data like your company’s NPS ratings can act as a way to predict future growth as well serve as a benchmark by which company actions are measured against. Did they refer someone or cross a major milestone?

Competitive Advantage 150

Competitive Advantage Touchpoint NPS Feedback 150

TechSee

AUGUST 7, 2024

Customer experience (CX) is a focal point for businesses striving to achieve a competitive advantage. CXA refers to the use of automated tools and technologies to manage and enhance customer interactions throughout their journey with a company. What is Customer Experience Automation?

Customer Experience 124

Customer Experience Customer Service Customers Social Media 124

InMoment XI

APRIL 3, 2024

Competitive Advantage Creating a unique and positive digital experience helps brands set themselves apart from competitors, too. How to Measure Digital Customer Experience In order to measure the success of your digital customer experience, you first need to decide on the metrics that matter the most to your business.

Customer Expectations 195

Customer Expectations Touchpoint Omnichannel Social Media 195

Horizon CX

APRIL 30, 2024

Align with Business Objectives: Frame CX initiatives in terms of strategic priorities and organizational goals, demonstrating how they contribute to revenue growth, cost savings, and competitive advantage. Conclusion Organizational transformation is a multifaceted endeavor that requires vision, leadership, and collaboration.

Customer Centricity 52

Customer Centricity Competitive Advantage Culture Customer Experience Professionals 52

BirdEye

JUNE 1, 2023

Benchmarking is comparing any aspect of your company — processes, product quality, delivery times, to name a few — with a reference point. The best benchmarking process uses a reference point that is a bit of a stretch goal that, when achieved, will make your company better. You could reference your previous competitive analysis.

Reference 98

Reference Metrics Transportation Competitive Advantage 98

SurveySensum

OCTOBER 4, 2024

A feedback management system refers to a streamlined system that helps businesses gather, process, and analyze feedback across multiple channels, creating a centralized hub and consolidating all feedback in one place. So, let’s explore what it is and how to implement it. What Is a Feedback Management System?

Feedback 52

Feedback Customer Engagement Engagement Management 52

Playvox

OCTOBER 20, 2023

Measuring how happy (or unhappy) customers are with your brand, service, support, and products — also known as customer sentiment — is challenging in an omnichannel contact center. With the help of artificial intelligence and through the use of algorithms, phases and words are measured and assigned values.

Contact Center 82

Contact Center Omnichannel Measurement Social Media 82

Thematic

FEBRUARY 19, 2024

Yet many businesses struggle to measure its real impact. How do you measure CX? Don't choose customer experience measurement tools at random. After you’ve defined the desired successful outcome, select a metric that help measure progress toward those specific goals.

Customer Experience 62

Customer Experience Net Promoter Score NPS Loyalty 62

Thematic

FEBRUARY 19, 2024

Yet many businesses struggle to measure its real impact. How do you measure CX? Don't choose customer experience measurement tools at random. After you’ve defined the desired successful outcome, select a metric that help measure progress toward those specific goals.

Customer Experience 62

Customer Experience Net Promoter Score NPS Loyalty 62

Totango

JUNE 28, 2022

To do this effectively, start by breaking each stage of the customer journey down into a unique customer experience that comes with its own actionable, measurable goals and KPIs for achieving success. The key to retaining your customers during market uncertainty is to help them see the value they’re experiencing from using your product.

Return on Investment 76

Return on Investment Competitive Advantage ROI Communication 76

TechSee

FEBRUARY 21, 2022

There are many ways AI is helping businesses across industries gain a competitive advantage. Utilities use AI to analyze historical trends, weather patterns, and other factors to predict overloads to their grids in order to take precautionary measures before a disaster strikes. 10 Ways AI Can Transform Your Business.

Innovation 109

Innovation Insurance Telecommunications Automotive 109

Magellan Solutions

APRIL 11, 2024

Shopify telephone support refers to the customer service trained professionals provide to assist Shopify merchants and their customers over the phone. Competitive Advantage In the highly competitive e-commerce landscape, exceptional customer service can be a significant differentiator. What is Shopify Telephone Support?

E Commerce 95

E Commerce E-support Net Promoter Score Customer Satisfaction 95

BirdEye

MAY 10, 2023

Referral marketing is a strategy to encourage your most passionate customers to refer their networks to your business. Example: A cloud-based accounting firm offering clients (and their referral) 20% off their subscription bill in exchange for referring like-minded businesses to the platform.

Marketing 98

Marketing Social Media Advertising Reference 98

inQuba

APRIL 4, 2023

Robust security measures have received investment from businesses as increasing reliance on technology introduces cybersecurity Growing consumer expectations have resulted in investment in technologies that allow for hyper-personalization and seamless experiences. Blockchain technology has allowed for secure and decentralized data management.

Competitive Advantage 52

Competitive Advantage Customer Centricity Culture Customer Journey 52

Storyminers

NOVEMBER 8, 2016

That’s what keeps them coming back to you and referring you. The best way to start is to include your customers’ measures in your own measures. One of the biggest competitive advantages a company can have right now is to not depersonalize their customers by considering them as just numbers.

Measurement 63

Measurement Advertising Competitive Advantage Customers 63

Brandwatch CX

FEBRUARY 26, 2022

It’s now one of our classic internal references and still gets mentioned every now again, with an arched eyebrow. It means if you learn from their mistakes, you’ll have a competitive advantage. This is an effective way to predict future sales and measure marketing activities. It was questionable in tone.

Marketing 86

Marketing Competitive Advantage 2016 Consumers 86

Playvox

FEBRUARY 6, 2024

QM, sometimes referred to as quality assurance (QA), includes more than just scoring interactions and is made up of a variety of processes and systems aimed to help improve and engage agents – with the desired outcome of delivering outstanding customer experience (CX).

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

SurveySparrow

JULY 26, 2023

Understanding the Voice of Customer (VOC) Voice of Customer (VOC) refers to the process of actively gathering and understanding customers’ opinions, preferences, needs, and expectations regarding a product, service, or brand. Competitive Advantage A strong VOC program can give businesses a competitive edge.

Voice of Customer 52

Voice of Customer Social Media Competitive Advantage Customer Centricity 52

BirdEye

AUGUST 15, 2022

Gain a competitive advantage – Many businesses have not yet recognized the benefits of local online marketing – which means your business’s online presence can outshine your competitors. Local SEO refers to the process of optimizing a local business’s website for higher visibility on search engines. What is local SEO?

Marketing 98

Marketing Social Media Competitive Advantage Events 98

Experience Investigators by 360Connext

NOVEMBER 8, 2022

Business outcomes must be measurable. 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 Creates a Competitive Advantage. And whose expectations are we exceeding? By how much?

Customer Experience 110

Customer Experience Competitive Advantage Customer Centricity 2020 110

BirdEye

JUNE 21, 2023

In today’s cutthroat business world, staying informed about your competition is more crucial than ever. As the renowned business strategist Peter Drucker once said, “If you can’t measure it, you can’t improve it.” Set realistic goals You may set impossible targets in your race to outclass your competition.

Social Media 98

Social Media Hotels Competitive Advantage Marketing 98