Alida

DECEMBER 22, 2016

We’ve collected 10 of the most insightful predictions that we believe will define not just 2017, but also the years ahead. Likewise, companies must get closer to their customers—both local and international—to continue to deliver products and services that are relevant and valuable to their target market. Global uncertainty.

Trends 0

Trends Social Media Advertising e-support 0

AskNicely

MARCH 8, 2018

In case you missed it, the age of the customer has arrived with no plans of leaving us anytime soon. This means, not only is the customer always right, but the customer is always on. Customer Obsession as a Growth Strategy. In fact, customer obsession is now both non-negotiable and a recipe for growth.

Net Promoter Score 150

Net Promoter Score Competitive Advantage NPS B2B 150

Clarabridge

JANUARY 4, 2017

As a discipline, customer experience is growing up. Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. People are still looking for a good customer experience. 45% of customers are willing to pay more for better customer service 1. trillion 1.

Customer Experience 51

Customer Experience Self Service Return on Investment Competitive Advantage 51

Eptica

DECEMBER 20, 2017

Date: Wednesday, December 20, 2017 What were the key CX trends in 2017? Published on: December 20, 2017. Author: Pauline Ashenden As we come to the end of a busy 2017 it is a good time to review the year, and in particular to look at the most important developments in customer experience over the last 12 months.

Trends 48

Trends Competitive Advantage Chatbots Social Media 48

ShepHyken

SEPTEMBER 18, 2017

Each week I read a number of customer service articles from various online resources. 3 Techniques to Help you Really Understand your Customers by Shay Namdarian. My Comment: Let’s start this week’s top five with a short article that has three simple tips to help you better understand your customer. This is how it’s done!

Customer Service 81

Customer Service Hospitality Customer Centricity Competitive Advantage 81

Alida

SEPTEMBER 6, 2018

Rather, they’re going to have to work on the customer experience if they want to capitalize on opportunities for growth. between 2017 and 2022. Meanwhile, IHL Group recorded a net increase of 4,000 new store openings in 2017—a far cry from a collapse. It is always darkest before the dawn, after all. Get closer to your employees.

Retail 243

Retail Company e-support Competitive Advantage 243

Clarabridge

JANUARY 4, 2017

As a discipline, customer experience is growing up. Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. People are still looking for a good customer experience. 45% of customers are willing to pay more for better customer service 1. trillion 1.

Customer Experience 40

Customer Experience Self Service Return on Investment Competitive Advantage 40

ShepHyken

SEPTEMBER 4, 2017

Each week I read a number of customer service and experience articles from various online resources. The top five things you hate most about customer service by Sarah Ingrams . Whether you’re buying new gadgets, planning a holiday or managing your finances, everyone has to deal with customer service from time to time.

Customer Service 63

Customer Service Net Promoter Score Self Service NPS 63

Vonage

OCTOBER 2, 2017

Over the last 10 years we have had the pleasure of working with many global organisations, across many sectors; retail, financial services, telecoms, technology, hospitality, professional services on the design and implementation of their Branded Customer Experience * (BCE) programmes.

Tips 133

Tips Brands Customer Experience Competitive Advantage 133

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.,

Analytics 113

Analytics Loyalty Data Competitive Advantage 113

Bob Hayes

DECEMBER 17, 2017

All of my top blog posts of 2017 (most reads) are all related to analytics, with posts that address data science, artificial intelligence and machine learning. I did my part this year to spread interest in analytics to more people. Data science is essentially a way to extract insight from data using these three skills. What Must You Ask?

Analytics 46

Analytics Data Competitive Advantage Social Media 46

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.

Groups 100

Groups Competitive Advantage Customer Journeys Feedback 100

Provide Support

APRIL 26, 2019

Did you know that 64% of people think that customer experience is more important than price in their choice of brand? The new trends in customer service are emerging day by day and one cannot just overlook them. Customer service now becomes a competitive advantage for many companies during the sales process.

Infographics 63

Infographics Trends Customer Service Competitive Advantage 63

Magellan Solutions

FEBRUARY 5, 2024

By working together, HSBC and IBM aim to reach “quantum fluency” and determine how quantum could provide a competitive advantage. By 2017, Unilever reported $380 million in cost reductions and a 30% increase in operational efficiency.

Competitive Advantage 52

Competitive Advantage Innovation Government Resources 52

Avaya

SEPTEMBER 15, 2016

He has nearly 20 years of experience in building and managing customer communities in the tech sector and has led several organizational turnarounds and mergers. We bring together our members in order to give them access to the collective knowledge and experience of the WHOLE Avaya ecosystem—customers, partners, and Avaya experts.

Engagement 0

Engagement Competitive Advantage Groups Course 0

Bob Hayes

DECEMBER 17, 2017

All of my top blog posts of 2017 (most reads) are all related to analytics, with posts that address data science, artificial intelligence and machine learning. I did my part this year to spread interest in analytics to more people. Data science is essentially a way to extract insight from data using these three skills. What Must You Ask?

Analytics 40

Analytics Data Competitive Advantage Social Media 40

Customer Bliss

JUNE 15, 2017

If you listen to any episode of my customer experience podcast , this is what a CCO will typically say about the first 90-120 days of the role: Talk to everyone. Because they are all tasked with customer concepts in their own silo. Collaboration and uniting silos. Understand what they do. Figure out what metrics they are evaluated on.

Competitive Advantage 187

Competitive Advantage Leadership Metrics Customer relationships 187

Customer Bliss

JUNE 28, 2018

To stay ahead of the competition, airlines keep close tabs on customer experience to address flyers’ concerns, preferences, and needs through reports like the recently released J.D. FOCUS ON CUSTOMER EXPERIENCE TO PUT YOU A STEP AHEAD. That’s right: customers are more satisfied with air travel for the 7th straight year.

Airlines 135

Airlines Industry Competitive Advantage Travel 135

CX Journey

AUGUST 2, 2016

We've all seen the reports and the studies and the statistics that "customer experience is the next. battlefield, competitive battleground, competitive advantage, competitive frontier, marketing, [fill in the blank]." Customer experience isn't the next anything. Customers have expectations.

Competitive Advantage 56

Competitive Advantage Customer Experience Report Culture 56

Maru/HUB

FEBRUARY 2, 2018

This week we’ve been focused on customer service in the wake of new experiences in the way we shop, interact and provide feedback. An interesting study conducted by Aspect in 2017 revealed that amongst the 1,000 American consumers surveyed, nearly a third would rather clean a toilet than talk to customer service.

Omni-Channel 80

Omni-Channel Consumers Self Service Effort Score 80

ShepHyken

NOVEMBER 20, 2017

Each week I read a number of customer service articles from various online resources. Omoto) Quite a few organizations, even today, consider customer experience as a tertiary function. They assume that in the order of priority, it comes after customer acquisition. My Comment: AI fueled customer service is under a microscope.

Customer Service 37

Customer Service Self Service Case Study Competitive Advantage 37

Retently

MARCH 29, 2023

So how does the world’s NPS leader achieve such a high level of customer satisfaction? From implementing innovative features to perfecting the customer experience, today we’ll share the secret ingredients that make Tesla so special. It reduces distribution costs and provides customers with greater convenience. Remarkably safe.

Net Promoter Score 198

Net Promoter Score NPS Automotive Customer Satisfaction 198

Thematic

DECEMBER 5, 2018

Think customer loyalty programs are all about getting generic discounts, points and rewards? Today, it’s more about offering customers something as personalized as possible, so that they feel truly special. So, let’s look at ways to reduce churn with customer retention analytics and why it’s important in the first place.

Customer Retention 96

Customer Retention Analytics Data Strategy 96

Alida

NOVEMBER 28, 2017

According to Laura-Lynn Freck, senior manager for shopper and category insights at Red Bull, getting customers and stakeholders excited is table stakes, but that’s not all. Insight communities are useful tools to harnessing customer intelligence , but it’s important to keep it fun, said Freck. Keep it light and fun.

Gamification 100

Gamification Competitive Advantage Innovation Resources 100

Alida

JULY 13, 2017

The key to survival in the age of Amazon is customer experience, but few are doing it well enough to gain the necessary competitive advantage and are leaving their customers indifferent, according to the recent 2017 Global Customer Experience Trends report by Forrester Research.

Retail 100

Retail Competitive Advantage Trends Consumers 100

ShepHyken

JANUARY 8, 2018

Each week I read a number of customer service and customer experience articles from various resources. Industry Experts Offer Up 2018 Predictions on Retail Customer Experience by Judy Mottl. My Comment: The 2018 customer service and experience predictions continue to roll in. Here are my top five picks from last week.

Customer Service 0

Customer Service Retail Contact Center Competitive Advantage 0

Beyond Philosophy

MAY 3, 2018

How big does a company need to get before it is too big to care about Customer Experience? If this week’s news is any indication, telecom customers in the U.S. We all can see from surveys like this (#2), or this one (#6), Customer Experience has been a significant area of concern for many CEOs recently. Let me explain.

Wireless 113

Wireless Competitive Advantage Consulting Airlines 113

Beyond Philosophy

FEBRUARY 19, 2019

A Customer Experience focus is a necessity of survival in today’s hyper-competitive and disrupted retail market. I was talking to the C-Suite of a retailer (who shall remain nameless) about Customer Experience. Baker Retailing Center from 2011 to 2017, where she witnessed retail chaos firsthand.

Retail 142

Retail Competitive Advantage Leadership Examples 142

Talkdesk

FEBRUARY 27, 2020

between 2017 and 2018. customer abandonment rate in comparison to a 6.2% Overall, migrating to the cloud not only translates into cost savings and better customer experience, but also an improved scalability and flexibility, as well as easiness to adapt and update whenever needed. Additionally, they have a 4.5%

Abandon Rate 80

Abandon Rate Contact Center Competitive Advantage Comparison 80

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

North Highland

MAY 17, 2019

Autonomous mobility/smart city planning is unique for utilities as it’s seen as a competitive advantage if achieved; interestingly, it is also considered the most affordable initiative. D&A is also viewed as a competitive advantage but seen as costlier than autonomous mobility/smart city planning.

Industry 63

Industry Competitive Advantage Healthcare Entertainment 63

West Monroe

NOVEMBER 20, 2019

As we saw with the October 2018 launch of Allina’s customer experience center in Coon Rapids and Fairview Health’s recent push to leverage technology to enhance their patient experience, Minnesota healthcare organizations are making significant investments in strategies focused on customer experience.

Healthcare 45

Healthcare Customer Expectations Meeting Strategy 45

ReviewTrackers

MARCH 26, 2018

When customers search for businesses online, they will turn away if they see negative content or reviews about your company. Reputation marketing is a way of thinking about your reputation in the same way you think about your marketing – as a constant and competitive advantage, a cause of growth, and a strategic asset, Olenski writes.

Brands 82

Brands Marketing Social Media Sports 82

Confirmit

FEBRUARY 14, 2018

Customer Experience best practices are everywhere. And if your goal is to drive competitive advantage, that isn’t good enough. In this webinar, Phil Durand, Director, Customer Experience Management, Confirmit, took our thinking a step further. Voice of the Customer Webinars.

Competitive Advantage 40

Competitive Advantage Case Study Study Customer Experience Management 40

Optimove

MAY 7, 2020

In 2017, I stood on stage at Optimove’s flagship customer event and forecasted that by 2027, all marketing would become relationship marketing. Let me start by saying that in general, both these decisions are steps forward in terms of customer privacy protection. In fact, Firefox and Safari have already done so.

Advertising 52

Advertising Policies CRM Competitive Advantage 52

Chattermill

JUNE 27, 2017

We analysed customer experience in banking and here's what we found: Part 1 - Established Banks. by Oliver Preece on 28 Jun 2017. customer experience. Here are the most important factors impacting customer experience in finance and how established banks can gain competitive advantage.

Banking 76

Banking Customer Experience Net Promoter Score Competitive Advantage 76

Talkdesk

FEBRUARY 27, 2020

between 2017 and 2018. customer abandonment rate in comparison to a 6.2% Overall, migrating to the cloud not only translates into cost savings and better customer experience, but also an improved scalability and flexibility, as well as easiness to adapt and update whenever needed. Additionally, they have a 4.5%

Abandon Rate 60

Abandon Rate Contact Center Competitive Advantage Comparison 60