Alida

APRIL 5, 2017

Apple, for instance, has discovered how to amass an almost cult-like following of loyal customers by delivering groundbreaking product innovations and an immersive and engaging in-store experience. These customers eagerly await Apple’s newest releases or gladly roam their stores chatting with employees and testing devices.

Retail 154

Retail Customer Base Rewards Programs Insurance 154

Totango

MAY 17, 2024

CS professionals have a choice: Embrace AI and harness its potential to drive innovation and growth, or remain hesitant and risk falling behind in a rapidly evolving landscape. This juncture is a serendipitous moment for AI to take a prominent role in how businesses drive growth and accelerate impact for customers.

Innovation 101

Innovation Call Recording Customer Success Government 101

eglobalis

JULY 2, 2024

Cultural and Regional Sensitivity : Ensure feedback methods and interpretations are relevant across diverse customer bases. Customer-Centric Culture : Foster a culture where feedback is valued and acted upon at all levels, promoting continuous improvement and innovation.

NPS 461

NPS Feedback Net Promoter Score B2C 461

InMoment XI

JUNE 28, 2022

Online reviews are a great source of unsolicited customer feedback, and they often offer perspective from a different segment of the customer base than surveys or other feedback channels. InMoment and ReviewTrackers joining forces is great news for today’s brands!

2022 74

2022 Feedback 2021 Technology 74

InMoment XI

NOVEMBER 18, 2024

Competitive Advantage Understanding customer behavior can be a key differentiator in today’s business environment. If your business can effectively analyze and utilize customer behavior insights, you can stay ahead of your competitors by being more innovative and customer-focused.

Customer Journey Mapping 195

Customer Journey Mapping Social Media Customer Journey Competitive Advantage 195

InMoment XI

NOVEMBER 26, 2024

Creating a customer journey map is a detailed process that often involves collaboration from multiple departments, so outlining what you hope to learn as a result of the customer journey map will make sure the efforts are well spent. You might have already created these as part of your customer experience strategy.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

TechSee

FEBRUARY 21, 2022

Practically every business process can be impacted by artificial intelligence, especially repetitive, high-volume, or mainly rule-based processes. Enhance Customer Service. With companies increasingly competing to win customers based on their experiences, it’s no surprise that 59% of executives in the U.S.

Innovation 109

Innovation Insurance Telecommunications Automotive 109

InMoment XI

AUGUST 3, 2023

Businesses can prioritize areas for improvement, focusing their efforts on delivering meaningful experiences that leave a lasting positive impression on customers. Improved Customer Experience With unstructured data analytics, organizations can adopt a proactive approach to customer experience management.

Customer Insights 366

Customer Insights Insights White Paper Social Media 366

InMoment XI

NOVEMBER 13, 2024

This will help you better understand and serve customers. Lowering the churn rate contributes to a stronger, more loyal customer base. With insights into customer behavior, you can act faster and smarter than competitors. Repeat customers spend 67% more than new clients. It supports long-term growth.

Customer Retention 195

Customer Retention 2024 ROI Competitive Advantage 195

GetFeedback

APRIL 18, 2019

After all, your customers can comment on your products, brand image and marketing efforts better than any internal staff member. The data you collect can be used to further refine your CX processes and bring innovation to your brand. Learn how GetFeedback can help you create the best customer experience— start your free trial today.

Customer Experience 274

Customer Experience Omnichannel Customer Centricity Social Media 274

CSM Magazine

OCTOBER 15, 2024

By focusing on customer satisfaction, you differentiate yourself from competitors who may not place as much emphasis on their clientele. Encourages Innovation Paying attention to your customers’ wants and needs can drive innovation.

Customer Centricity 52

Customer Centricity Innovation Culture Loyalty 52

Customer Bliss

FEBRUARY 18, 2022

In our discussion about his book, Stronger Through Adversity: World Class Leaders Share Pandemic-Tested Lessons on Thriving During the Toughest Challenges , my friend Joseph Michelli talks about moving with purpose or “innovating at work speed.” What’s next? Listen to or watch the full interview ». How will you be remembered?

2022 286

2022 Customer Experience Chief Customer Officer Books 286

Solvvy

AUGUST 22, 2022

To illustrate this point, consider the customer service a financial institution provides, complete with iron-clad security and access to highly sensitive data vs. a Software as a Service (SaaS) company that automates business processes.

Customer Service 89

Customer Service Innovation E-support Net Promoter Score 89

Experience Investigators by 360Connext

APRIL 23, 2024

By managing customer interactions and feedback efficiently, you can secure more leads and enhance the customer journey, ultimately leading to improved business outcomes. Cultivate a proactive environment by inviting employees to share ideas on improving customer interactions.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

InMoment XI

MAY 14, 2022

The truth is, most Nike customers are just like you and me: casual athletes or city dwellers who are drawn to the aura of innovation and inspiration associated with The Swoosh. This is a perfect example of a co-created brand identity that satisfies customer needs while staying true to the brand’s promise.

Brands 370

Brands Loyalty Retail Competitive Advantage 370

Interactions

APRIL 2, 2025

Innovative features that leverage human-AI augmentation and Gen AI can tip good customer experiences into stellar territory and lead to benefits that drive deeper efficiencies and insights. This support gives you one less concern when expanding into new areas or when demographics shift in your customer base.

Retail 62

Retail Average Handle Time Contact Center Innovation 62

InMoment XI

JULY 7, 2022

In addition, a company with strong leadership, good financial performance, and excellent innovation will also have brand quality—ultimately creating more brand equity. Customer Preference. Customers have preferences of brands they buy from, and that can come into play with your brand equity. Great Impact as a Company.

Brands 369

Brands ROI Social Media Return on Investment 369

Customer Bliss

APRIL 23, 2021

What you find in environments where there’s a lot of innovation and ingenuity is an element of–absolutely–a truthful environment. Jay Baer explains why we must rethink how we treat customers based on loyalty. Chip explained it in this way: “I want to talk about trust. There’s a lot to trust.

Customer Experience 273

Customer Experience Books Consulting Sports 273

Win the Customer

SEPTEMBER 12, 2023

Even long-established businesses can embrace change and revolutionize their customer interactions. In this blog post, we’ll explore strategies that traditional businesses can adopt to innovate in customer experience. Embracing Technology: A Gateway to Innovation 1. Personalization: The Cornerstone of Modern CX 1.

Innovation 59

Innovation Customer Experience Loyalty Programs Customer Centricity 59

Totango

APRIL 6, 2023

Automation to scale and deepen customer engagement Video Business Reviews (VBRs) Creating personalized campaign content for the “tech touch” segment of your customer base is difficult because it’s so time consuming. To see Totango’s Composable Customer Success platform in action, request a demo today.

Innovation 92

Innovation 2023 Customer Success Sales 92

InMoment XI

JANUARY 25, 2024

On the horizontal axis, the completeness of vision is assessed, considering a vendor’s sales strategy, vertical/industry strategy, innovation, and market understanding. Niche Players: Niche Players focus successfully on a small segment, or are unfocused and do not out-innovate or outperform others.*

Reference 195

Reference Roadmap Innovation Technology 195

BlueOcean

JULY 12, 2018

Viewing your supplier as an extension of your internal organization invites the opportunity for knowledge sharing, process improvements, risk reduction, and product/service innovation. This is especially the case in the contact center, where your outsourcer handles critical interactions with your customer base. Look no further.

Customer Care 185

Customer Care Contact Center Competitive Advantage B2B 185

ShepHyken

MARCH 11, 2024

How can businesses think outside the box to create fan-like loyalty among their customer base? What lessons can companies learn from the legendary rock band, Van Halen, in creating loyal customer followings? Plus, Shep and Jim share the customer experience moments that changed their lives.

Customer Experience 155

Customer Experience Entertainment Loyalty Customer Centricity 155

CSM Magazine

DECEMBER 5, 2024

This article explores the significance of diversity in customer service, outlining effective strategies for inclusive hiring, training, and cultural development. Organizations that prioritize cognitively diverse teams often enjoy faster problem resolution and more innovative outcomes.

Customer Service 52

Customer Service Culture Loyalty Workshop 52

Gainsight

NOVEMBER 14, 2024

Every year at Pulse Europe , we recognize European industry leaders who have made significant contributions to the field of customer success (CS), driving innovation and transforming the way businesses engage with their customers. Their technology transforms how their customers do business, turning uncertainty into opportunity.

2024 52

2024 Hospitality Innovation Customer Success 52

InMoment XI

SEPTEMBER 5, 2024

When companies do offer personalized experiences, 78% of those customers who receive that level of personalization are likely to make repeat purchases. With these statistics in mind, it is clear that delivering consistent, memorable experiences is a must for any organization looking to build and sustain a loyal customer base.

Net Promoter Score 195

Net Promoter Score Metrics Voice of Customer Touchpoint 195

CSM Magazine

DECEMBER 24, 2024

Cost-Effective Marketing Acquiring new customers can be an expensive process, often involving significant marketing and advertising costs. In contrast, retaining existing customers is much more cost-effective as it requires less effort and resources. Competitive Advantage Customer retention gives businesses a strong competitive edge.

Customer Retention 52

Customer Retention Financial Competitive Advantage Loyalty 52

CX University

JANUARY 2, 2025

If your competitors adapt faster to meet customer demands, you risk falling behind or being overstretched to keep up. Success hinges on meeting the expectations of an increasingly empowered customer base that demands immediacy, personalization, transparency, reliability, trust, and innovation.

Customer Centricity 52

Customer Centricity Culture Innovation Customer Relationship Management 52

InMoment XI

AUGUST 1, 2024

Better Product Development : Sentiment analysis provides valuable feedback on customer preferences and pain points related to products and services. This information is important for informing product development and innovation, allowing businesses to make data-driven decisions and create offerings that better meet customer needs.

Measurement 195

Measurement Hotels Social Media Hospitality 195

InMoment XI

JULY 12, 2023

With the number of businesses available to your customer base, including big competitive retail brands, you have to make your business stand out from the pack. In the modern digital world, it’s by creating a seamless customer experience strategy. How exactly do you do this?

Customer Experience 195

Customer Experience Social Media Touchpoint Net Promoter Score 195

GetFeedback

DECEMBER 2, 2019

Are you offering them experiences that earn those higher feelings of satisfaction and delight or are the scores so incredibly consistent they don’t really enlighten you with how your customers are feeling? Your employees will also start seeing what customers like and don’t like. What is the best way to keep your best customers?

ROI 195

ROI Customer Satisfaction Loyalty Measurement 195

Thematic

MARCH 2, 2025

Unlike raw data, insights interpret patterns and emotions behind customer behavior, enabling brands to make informed decisions. Why should your business rely on customer insights? Driving Smarter Business Decisions and Innovations Companies that embrace data-driven customer insights gain a competitive advantage.

Customer Insights 62

Customer Insights Insights Social Media Feedback 62

CSM Magazine

MARCH 28, 2025

Companies from other industries can take a page out of casinos books and begin segmenting their customer base so they can create tailored experiences to meet the needs of different groups. Online casinos have their own version of this, with loyalty or VIP programmes that reward players with personalised experiences on their site.

2029 52

2029 Customer Service Exceptional Customer Service Hospitality 52

Experience Investigators by 360Connext

FEBRUARY 6, 2024

Let’s look at the common CX metrics to understand how they are helpful, as well as explore why an abundance of data can sometimes be an innovation blocker. This small sample of respondents may provide useful insights, but it’s not an accurate representation of your customer base.

Metrics 270

Metrics Net Promoter Score NPS Effort Score 270

CSM Magazine

OCTOBER 29, 2024

While some may think that areas like accounting standards and safety tools are disconnected from customer service, the truth is that compliance and safety can shape a customer’s overall experience and satisfaction. Conclusion Meeting customer expectations in the modern business world requires more than excellent service alone.

Measurement 52

Measurement Customer Service Hotels Financial 52

Beyond Philosophy

FEBRUARY 10, 2020

Innovation to imitation is down to weeks. Experience Growth: This type uses the Customer Experience to foster customer-base increases in the organization. By providing an experience that meets the needs of customers and potential customers, the organization increases its sales.

2020 172

2020 Hospitality Return on Investment Telecommunications 172

Optimove

OCTOBER 23, 2024

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: Personalization isn’t just a buzzword—it’s a necessity. As customer expectations for tailored experiences continue to rise, brands must find innovative ways to engage their audiences. promotions, discounts, rewards).

Download 52

Download Loyalty Brands Customer Centricity 52