InMoment XI

MAY 31, 2022

But the big picture goal is why there is so much buzz around customer journey maps now: Customer journey mapping can move you towards more conversions, greater customer loyalty , and improved customer experience from end to end (or from end to forever, if you are subscription-based and there’s no bottom to your sales funnel).

Customer Journey Mapping 396

Customer Journey Mapping Customer Journey Net Promoter Score Touchpoint 396

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. Faced with poor customer service, 20% of consumers would complain publicly via social media. ( New Voice Media ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

InMoment XI

MAY 25, 2023

A great customer experience can lead to increased customer loyalty, higher customer satisfaction, improved brand reputation, increased revenue, and a competitive advantage. It includes all interactions with the brand, including marketing, sales, customer service, and post-purchase interactions.

Customer Experience Design 363

Customer Experience Design Customer Experience Competitive Advantage User Experience 363

C3Centricity

DECEMBER 10, 2024

Ultra Personalisation to Connect at a More Granular Level Ultra personalisation has evolved from a competitive advantage to an expectation. This initiative doesnt just foster a sense of individualityit encourages users to share their summaries on social media, generating massive organic reach. The result?

2025 108

2025 Consumers Competitive Advantage 2024 108

GetFeedback

JANUARY 19, 2020

Public comments on social media sites like Twitter, Facebook, LinkedIn, and review sites. Winning (25%): “outcomes can be quantified” or “created a competitive advantage.”. Winning CX initiatives use text and social media at least 80% of the time, compared to half of those in a Developing stage.

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

InMoment XI

JULY 26, 2024

When selecting reputation management software for your organization, you should consider what services and expertise the vendor offers to ensure these services encompass a range of activities including review monitoring, social media management, and public relations efforts to ensure a positive brand image.

Brands 195

Brands Management Social Media E Commerce 195

GetFeedback

NOVEMBER 7, 2019

Constant online interaction and social media engagement has piqued our need for visual stimulation and trained us to assimilate more imagery than ever before. It’s as close to “in-store” as you can get without the nagging sales associates. And we’ve extended these expectations to eCommerce. Try us out for free today.

Social Media 249

Social Media Competitive Advantage 2016 2018 249

CloudCherry

SEPTEMBER 19, 2018

Social media, online reviews, product ratings—these platforms have transformed into the customer’s soapbox, empowering them to speak freely about a brand’s strengths and faults. Choosing instead to focus on creating delightful customer experiences gives you: • A competitive advantage over other less customer-focused brands.

ROI 256

ROI Financial CEM Metrics 256

Experience Investigators by 360Connext

FEBRUARY 18, 2025

You may find that people are using different social media channels and online communities that you were not aware of. Related resource: Customer Experience ROI: Tying CX Investments to Business Success Identifying Signs of a CX Problem You can monitor several CX and operational metrics to understand if you have a CX problem.

Customer Experience 143

Customer Experience Competitive Advantage Metrics Customer Journey 143

CloudCherry

SEPTEMBER 19, 2018

Social media, online reviews, product ratings—these platforms have transformed into the customer’s soapbox, empowering them to speak freely about a brand’s strengths and faults. Choosing instead to focus on creating delightful customer experiences gives you: • A competitive advantage over other less customer-focused brands.

ROI 225

ROI Financial CEM Metrics 225

InMoment XI

JUNE 13, 2024

In today’s data-driven world, businesses generate and accumulate vast amounts of text data from various sources, including customer feedback , social media, emails, and internal documents. This can include customer feedback, social media posts, emails, online reviews, internal documents, and more.

Social Media 195

Social Media Document Contact Center Insights 195

InMoment XI

FEBRUARY 14, 2024

This approach ensures that customers can interact with a business or brand consistently regardless of whether they are using a website, a mobile app, social media, a physical store, or any other channel. Aside from convenience, there are many other advantages of implementing an omnichannel customer experience strategy.

Omnichannel 195

Omnichannel Customer Experience Social Media E Commerce 195

SurveySensum

NOVEMBER 1, 2024

Customer loyalty often looks at buying again because of rewards or sales, but brand loyalty goes beyond that. According to The 2023 State of Social Media Report, business leaders recognize that building brand reputation and loyalty is their top priority. It centers on the intangible, perceived value of your offerings.

Loyalty 52

Loyalty Customer Relationships Brands Sales 52

Retently

MARCH 11, 2025

But CX isnt just about making things easier its a major competitive advantage. Step 4: Moderating Social Media & Marketplace Queries Customer experience doesnt stop at email and chat, a CX Manager also regularly monitors: Amazon & Sephora product Q&A sections making sure common questions are answered.

Management 115

Management Customer Experience Roadmap NPS 115

Thematic

MARCH 26, 2025

Businesses can gain valuable insights from multiple sources—including support tickets, social media, and app store reviews. Companies that collect high-quality, actionable feedback are the ones that gain a competitive advantage. Social media comments – A raw and honest source of feedback shared in real time.

Feedback 62

Feedback Social Media Customers E-support 62

TechSee

OCTOBER 9, 2018

According to Accenture , Millennials have overtaken Baby Boomers as the largest consumer demographic, expected to account for 30% of retail sales — that’s $1.4 According to a survey by Desk.com , 25% of millennials expect to get a response within 10 minutes after reaching out for customer service via social media.

Customer Service 359

Customer Service Virtual Agent Social Media Multi-Channel 359

NetBase

JULY 24, 2019

Our newly updated list below shares key intel, but first, we want to offer some competitive analysis best practices to help you derive maximum impact from the process. Part 4 of our Social Media Analytics Guide contains all the info you could ever need about why competitor analysis is crucial, and what it entails.

Social Media 78

Social Media Metrics Brands Events 78

ShepHyken

NOVEMBER 1, 2022

He shares how organizations can establish a strong digital brand identity, share knowledge, and create lasting relationships with their customers through social media platforms. They can look people up on social media before doing business with them. answers the following questions and more: What is social selling?

Social Media 118

Social Media Competitive Advantage Books Brands 118

Thematic

FEBRUARY 24, 2025

Companies that actively apply customer insights boost retention, loyalty, and competitive advantage. Here’s how: Gather real-time feedback through surveys, reviews, and social listening. Social media listening – Analyze comments, mentions, and discussions about your brand.

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62

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. Also, companies using AI have improved conversion rates and sales productivity by 10-30%. They track social media reactions in real time during product launches.

Social Media 62

Social Media Travel Feedback Competitive Advantage 62

Thematic

NOVEMBER 14, 2024

When customers voice opinions about a brand on social media, in online reviews , or customer support interactions, these are all potential sources of customer sentiment data. Text analysis is used to process and categorize written feedback from social media posts, online reviews, or survey responses.

Net Promoter Score 62

Net Promoter Score Social Media Customers Feedback 62

ShepHyken

JANUARY 8, 2021

This week we feature an article from Gary Williams, Director of Sales and Consultancy at Spitch. According to HubSpot, 90% of consumers argue that one channel alone is not enough in terms of customer service, instead preferring an omnichannel experience consisting of email, live chat, social media and contact centres.

E-support 146

E-support Omnichannel Competitive Advantage Customer Centricity 146

InMoment XI

SEPTEMBER 12, 2024

When customers leave, your business loses the immediate sales from those customers and the potential for future revenue. Dissatisfied customers who have churned can harm your brand reputation by leaving a negative review or sharing their bad experiences on social media.

Social Media 195

Social Media Customers Measurement Metrics 195

InMoment XI

JULY 23, 2024

This means it can include everything from discovering your brand through social media, navigating your website, making a purchase, and receiving support after they make an online purchase. A positive ecommerce customer experience leads to higher customer retention, increased word-of-mouth referrals, and ultimately, higher sales.

E Commerce 195

E Commerce Measurement Customer Experience E-support 195

TechSee

APRIL 10, 2019

In the highly competitive telecom industry, customer experience is a critical factor in building and maintaining a competitive advantage. A company-wide customer-centric culture essentially places the customer at the heart of the organization, ensuring a positive experience both pre-sale and post-sale.

Customer Experience 154

Customer Experience Omnichannel Customer Centricity Social Media 154

CSM Magazine

FEBRUARY 19, 2025

Those who embrace these innovations early can enhance efficiency, improve customer satisfaction, and gain a crucial competitive advantage. Smart point-of-sale (POS) systems integrated with AI-driven order platforms enable better efficiency and cost-saving opportunities.

Customer Experience 52

Customer Experience Social Media Competitive Advantage Customer Satisfaction 52

InMoment XI

FEBRUARY 1, 2024

Spotlight’s power lies in its ability to analyze both historical customer experience data and real-time data sources like social media and reviews. By understanding these intentions, businesses can proactively address customer needs, enhancing the overall customer experience and increasing sales and customer satisfaction.

Social Media 195

Social Media Metrics Insights Telecommunications 195

Alida

JANUARY 18, 2017

To re-invigorate sales, automakers and dealers must address the factors that contribute to customer frustration. Car shoppers are barraged by a multitude of factors: sticker price, invoice price, sales price, internet price and a host of incentives they may not even qualify for. Six out of 10 car buyers are undecided from the onset.

Automotive 179

Automotive Retail Competitive Advantage Customer Satisfaction 179

Kayako

SEPTEMBER 14, 2018

After all, more than 41% of the consumers we talked to said they prefer live chat over email, phone, and social media support. But the biggest takeaway from our study isn’t a particular statistic—it’s that live chat (when done right) has the power to drive sales and boost customer loyalty.

Loyalty 72

Loyalty Sales Competitive Advantage Consumers 72

Kayako

MARCH 21, 2022

No matter how much information companies provide before the sale, most customers will still need help. Even worse, they can share their discontent with their local and social media networks. Consumers feel let down when the pre-sale marketing context differs from after the sale. They take their business elsewhere.

Customer Service 117

Customer Service Social Media 2010 Competitive Advantage 117

InMoment XI

APRIL 3, 2024

This includes communicating with a brand via social media, making a purchase online, receiving an email or text confirming an order, providing user feedback on online channels, using a company app, operating a digital kiosk or point-of-sale terminal, or even simply visiting an organization’s webpage.

Customer Expectations 195

Customer Expectations Touchpoint Omnichannel Social Media 195

InMoment XI

FEBRUARY 23, 2024

Every business should know the ins and outs of how their marketing, advertising, and sales team measure up. Data sources may include customer surveys, interviews, focus groups, demographic data, purchasing history, website analytics, social media insights, and market research reports. What Is Market Segmentation?

Marketing 195

Marketing Customer Experience Return on Investment Consumers 195

Retently

MARCH 29, 2023

To show you the bigger picture, this is more than 70 percent of annual sales for the leader in this market segment – Mercedes Benz C-Class. And it’s not just that they are electric; there are many other reasons why Tesla is innovative: Direct sales with no dealer network. They pay, they get a product or a service.

Net Promoter Score 195

Net Promoter Score NPS Automotive Customer Satisfaction 195

BirdEye

DECEMBER 5, 2023

These include checking online reviews , staying active on social media, and ensuring your business information is correct everywhere online. Maintaining a strong social media presence Social media is a great place to talk with your audience, share interesting content, and build your brand’s image.

Brands 110

Brands Management Social Media Feedback 110

Thematic

MARCH 2, 2025

With these insights, businesses can take action—like offering free shipping or simplifying checkout—to improve sales and retention. Driving Smarter Business Decisions and Innovations Companies that embrace data-driven customer insights gain a competitive advantage. Why Are Customer Insights Important?

Customer Insights 62

Customer Insights Insights Social Media Feedback 62

InMoment XI

FEBRUARY 2, 2024

Brands that master the art of personalization significantly enhance loyalty and a competitive edge. In the context of high-value transactions, it can be the deciding factor that tilts the scales in a brand’s favor, with a higher probability of both a sale and a lifelong customer.

Hospitality 195

Hospitality Call Center Retail NPS 195

ProProfs Chat

JANUARY 30, 2020

Impact of Customer Engagement On Sales. Customer Engagement Through Social Media. There are chances that your support team or sales team might not get the chance to actually interact and keep the customers engaged with the brand or its products. Impact of Customer Engagement On Sales. Mobile Customer Engagement.

Customer Engagement 136

Customer Engagement 2020 Engagement Social Media 136