InMoment XI

MAY 14, 2022

And while guiding metrics like NPS and OSAT can serve as barometers for how well the company is meeting customer expectations, do not ignore customer stories (e.g., Your presentation and offering must be in line with their self-concept and aspiration—especially those with the highest lifetime value. Remember the Tiffany example?

Brands 370

Brands Loyalty Retail Competitive Advantage 370

InMoment XI

NOVEMBER 30, 2023

These guidelines serve as a roadmap for how your brand is visually and verbally presented across various channels. Data Visualization and Reporting These tools often provide intuitive dashboards and reports that present key performance indicators, sentiment trends, and other crucial metrics.

Brands 284

Brands Management Multi-Channel Social Media 284

InMoment XI

APRIL 9, 2025

It provides a competitive advantage. When businesses can confidently predict sales, they are better equipped to capitalize on shifts in customer preferences and stay one step ahead of the competition. Resource constraints in technology and the workforce present a significant hurdle for accurate predictions.

Sales 195

Sales Competitive Advantage Omnichannel Social Media 195

Think Customers

APRIL 10, 2025

CX can be a competitive advantage When products and pricing are similar, superior customer experience can be the differentiator that wins new business and retains existing clients. Action Point: Present CX metrics alongside financial indicators to show the business case for improving customer experience.

B2B 52

B2B Net Promoter Score Effort Score Financial 52

CX Accelerator

APRIL 1, 2020

Whenever focus shifts to financial metrics, CX professionals at every level can fall into heightened levels of expectation. When we start to chase metrics, there can be a temptation to influence those metrics by any means possible. It is down to you as a CX Leader to learn how to balance that expectation.

Metrics 228

Metrics Competitive Advantage Financial Leadership 228

Retently

MARCH 11, 2025

But CX isnt just about making things easier its a major competitive advantage. Monitoring Key CX Metrics & Performance After handling the morning review rounds, the next big task is diving into the numbers. Monthly presentations for leadership , highlighting CX-driven improvements and business impact.

Management 115

Management Customer Experience Roadmap NPS 115

InMoment XI

FEBRUARY 1, 2024

This dual capability offers businesses an advantage over competitors who may excel in historical data analysis or current data interpretation, but struggle to integrate both into timely insights. This metric is key in understanding customer satisfaction and loyalty, as higher effort levels correlate with negative customer experiences.

Social Media 195

Social Media Metrics Insights Telecommunications 195

CX Accelerator

APRIL 1, 2020

Whenever focus shifts to financial metrics, CX professionals at every level can fall into heightened levels of expectation. When we start to chase metrics, there can be a temptation to influence those metrics by any means possible. It is down to you as a CX Leader to learn how to balance that expectation.

Metrics 182

Metrics Competitive Advantage Financial Leadership 182

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. customer experience metrics. Why measuring customer experience metrics matter. by Sam Frampton. on 4 Jun 2019.

Metrics 85

Metrics Measurement Customer Experience Net Promoter Score 85

ChurnZero

MARCH 7, 2025

An active digital customer community is a competitive advantage for any B2B SaaS company. At ZERO-IN 2024, Higher Locic ‘s Heather Wendt gave an excellent presentation on the steps of building a community and amplifying its networking effects and business impact. 2: Align community metrics with organizational goals.

Roadmap 52

Roadmap Competitive Advantage B2B 2024 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. In this post, I will present some of the results of that study, focusing on the adoption of research practices (e.g.,

Competitive Advantage 101

Competitive Advantage Customer Experience White Paper Download 101

InMoment XI

SEPTEMBER 12, 2024

That’s why businesses need to keep track of customer churn, which is the metric used to measure how well you are retaining customers. Ultimately, losing customers who spend a lot on your brand can affect the bottom line in the present and over time. However, it can be difficult to measure these types of factors and produce usable data.

Social Media 195

Social Media Customers Measurement Metrics 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. In this post, I will present some of the results of that study, focusing on the adoption of research practices (e.g.,

Competitive Advantage 94

Competitive Advantage Customer Experience White Paper Download 94

BirdEye

DECEMBER 16, 2024

Each location presents its own set of challenges, from maintaining consistent service standards to coordinating maintenance schedules and security protocols. As competition intensifies and customer expectations evolve, success requires deeper insights and more sophisticated decision-making processes.

Management 52

Management Multi-Channel Social Media Demo 52

Lumoa

JANUARY 9, 2018

For larger organizations, the top customer experience challenge will be figuring out how to strategically invest for the present while staying nimble for the future. As I often refer to in my presentations: CX is not a package tour, it’s an expedition.? This includes breaking down silos, which is still an issue.

2018 133

2018 Customer Experience Competitive Advantage 2017 133

Lumoa

NOVEMBER 15, 2017

Johanna Vesterinen giving a presentation on how to deliver great customer experiences. Johanna stated: "typical areas of development are feedback collection system in need of updating, issues with analysis and sharing data and/or immature measurement, meaning unidentified metrics or goals”. We are excited about the next year.

Competitive Advantage 113

Competitive Advantage 2016 Presentation Feedback 113

Thematic

NOVEMBER 14, 2024

We’ll take a look at how AI is changing the game with ever-more impressive analytics capabilities and the key metrics and methods used for customer sentiment analysis. This text analysis software uses LLMs (Large Language Models) to analyze the sentiment in your data and present it in an accessible format.

Net Promoter Score 62

Net Promoter Score Social Media Customers Feedback 62

Bob Hayes

OCTOBER 23, 2017

customer experience, customer success) to determine the state of analytics in customer programs as well as identify what analytical leading companies (companies who use analytics to gain a competitive advantage) do differently in their customer programs compared to their analytical lagging counterparts.

White Paper 68

White Paper Competitive Advantage Government Customer Centricity 68

Thematic

APRIL 8, 2025

All your qualitative feedback and quantitative metrics (like ratings or NPS scores) can be combined and analyzed together. Even more impressively, Thematic has an “Impact” analysis widget that shows how each theme correlates with key metrics like NPS, CSAT, or customer churn.

Feedback 62

Feedback NPS Insights Customers 62

BirdEye

FEBRUARY 3, 2025

Gain a competitive advantage with AI customer review software See the impact of Birdeye on your business. Here are a few features to look for: Customizable dashboards: The tool must enable insights through intuitive dashboards that provide at-a-glance metrics like review volume, sentiment trends, and response rates.

Feedback 52

Feedback Insights Multi-Channel Demo 52

SurveySensum

DECEMBER 18, 2024

Net Promoter Score Defined Net Promoter Score (NPS) is a widely used CX metric that measures customer loyalty and satisfaction by gauging how likely customers are to recommend a company, product, or service to their friends and family. Scroll down and find out. But for that, we must first understand what NPS is and how NPS is calculated.

Net Promoter Score 52

Net Promoter Score NPS Insurance Metrics 52

BirdEye

DECEMBER 26, 2023

This blog post is the ultimate guide on brand salience and helps you grow your brand by measuring this important metric. Brand salience is a marketing metric that describes the degree of importance or prominence a brand holds in the consumers’ minds during their buying decisions. Table of contents What is brand salience?

Brands 105

Brands Social Media Competitive Advantage Measurement 105

TechSee

AUGUST 7, 2024

Customer experience (CX) is a focal point for businesses striving to achieve a competitive advantage. Ownership and accountability present yet another problem. Moreover, advanced analytics capabilities built into these platforms allow businesses to monitor customer sentiment and track performance metrics in real time.

Customer Experience 124

Customer Experience Customer Service Customers Social Media 124

Talkdesk

FEBRUARY 27, 2020

Studies show that businesses that build or migrate their contact centers to the cloud present a 83% higher likelihood to have a formal process for assessing agent productivity, as well as a reduction of 27% in costs and 35% in downtime. Why should you care? Additionally, they have a 4.5% customer abandonment rate in comparison to a 6.2%

Contact Center 80

Contact Center Competitive Advantage Social Media 2017 80

Amity

NOVEMBER 28, 2018

We went all the way to trademark this term as we believe that our Customer Success Manager is our competitive differentiation. I believe this is really unique because we see that our team as a competitive advantage, over just having a CSM doing a support or renewal job. Second thing is the outcome.

Customer Success 106

Customer Success Books Competitive Advantage Customers 106

SurveySparrow

APRIL 11, 2021

It puts them in a difficult situation where they have to say ‘No’ at the end of a long drawn presentation or demo. Gain competitive advantage: When you have a lead nurturing strategy in place, you set yourself up for a win. Unless your competitors are also doing it, you are clearly at an advantage.

Social Media 98

Social Media Metrics Webinar White Paper 98

Kustomer

NOVEMBER 30, 2021

Following an internal, data-driven process, Kustomer employees who work most closely with our clients nominated brands for different categories using a variety of metrics from the Kustomer platform to support each nomination. With that said, we wanted to recognize some of the most impressive brands that leverage CX as a competitive advantage.

Competitive Advantage 93

Competitive Advantage Leadership Hotels Retail 93

Help Scout

SEPTEMBER 14, 2021

In order to better understand how customer service acts as a competitive advantage, we reached out to three different small business leaders to get their insights. Lastly, you need to set some sort of metrics (more on that below) to measure performance and set standards for service. The same is true with metrics.

Customer Service 128

Customer Service Workshop Chief Customer Officer Metrics 128

CSM Practice

DECEMBER 19, 2021

Irrespective of your selection, the technology should help you measure the metrics that matter the most like: Net Retention Rate . Net retention/gross retention rate is an important metric that you can show as proof. . Present quantitative data. It’s essential to get a competitive advantage. It is product-led also.

Customer Success 98

Customer Success Competitive Advantage Technology Customers 98

Feedbackly

JUNE 20, 2024

Net Promoter Score (NPS) is one of the most popular CX metrics used for gathering feedback and gauging customer loyalty. But, understanding customers, especially the empowered customers we deal with at present, requires a comprehensive feedback collection strategy that taps into all the factors that affect a consumer’s purchasing decision.

NPS 52

NPS Feedback Net Promoter Score Webinar 52

Kustomer

NOVEMBER 3, 2022

Proactive Support as a Competitive Advantage What Are the Benefits of Proactive Support? Proactive support as a competitive advantage. Today’s customer service metrics are able to capture comprehensive information from a range of vantage points. Examples of Proactive Support Why Is Proactive Support Important?

Omnichannel 88

Omnichannel Competitive Advantage Net Promoter Score Customers 88

BirdEye

NOVEMBER 30, 2023

Here are key reasons why social media reputation is essential for brands: First impressions matter Building trust and credibility Influencing consumer decision-making Word-of-mouth marketing Competitive advantage Customer engagement and loyalty Crisis mitigation Recruitment and partnerships Global reach and impact 1.

Social Media 116

Social Media Management Brands Communication 116

Pointillist

MAY 19, 2020

Only 21% of respondents are very or extremely satisfied with their ability to quantify the impact of CX on business metrics. 49% of enterprise CX leaders are not satisfied with their organization’s ability to quantify the impact of CX on hard business metrics.

Customer Journey 94

Customer Journey Measurement 2020 Management 94

Talkdesk

FEBRUARY 27, 2020

Studies show that businesses that build or migrate their contact centers to the cloud present a 83% higher likelihood to have a formal process for assessing agent productivity, as well as a reduction of 27% in costs and 35% in downtime. Why should you care? Additionally, they have a 4.5% customer abandonment rate in comparison to a 6.2%

Contact Center 60

Contact Center Competitive Advantage Social Media 2017 60

BirdEye

MARCH 24, 2023

They need to be able to use metrics and analytics tools to track performance and adjust strategies as needed. Industry knowledge : A manager should have a good understanding of the industry they operate in including market trends, competitive landscape, and regulatory requirements. Launch your plan Now it’s time to launch.

2023 98

2023 Return on Investment Social Media Sales 98

Thematic

FEBRUARY 27, 2024

How Customer Experiences Impact Financial Metrics The Balanced Scorecard is your go-to tool here. It tells you to go beyond sales and track those customer satisfaction metrics and all that good stuff.  But It typically includes four perspectives: • Financial: Traditional metrics like revenue, profit, and ROI.

ROI 62

ROI Customer Experience Metrics Net Promoter Score 62

Thematic

FEBRUARY 27, 2024

How Customer Experiences Impact Financial Metrics The Balanced Scorecard is your go-to tool here. It tells you to go beyond sales and track those customer satisfaction metrics and all that good stuff.  But It typically includes four perspectives: • Financial: Traditional metrics like revenue, profit, and ROI.

ROI 62

ROI Customer Experience Metrics Net Promoter Score 62