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. Also, thanks to my social media followers for sharing my work with your followers. I did my part this year to spread interest in analytics to more people.

Analytics 40

Analytics Data Competitive Advantage Social Media 40

Retently

MARCH 29, 2023

With 805 Supercharger stations in 2017, Tesla’s interactive map illustrated its plan to expand them over the next few years. However, Musk is still very active on social media, taking up any flagged issue in no time to ensure customers benefit from the best experience possible. This sort of advertising is earned, not bought.

Net Promoter Score 198

Net Promoter Score NPS Automotive Customer Satisfaction 198

Maru/HUB

FEBRUARY 2, 2018

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. When it comes to other channels, the number drops to 35% for social media, 18% for text, 14% for email, 13% for voice, and 11% for in-person support.

Omni-Channel 80

Omni-Channel Consumers Self Service Effort Score 80

Talkdesk

FEBRUARY 27, 2020

between 2017 and 2018. Focus on customer experience Today’s customers demand that every interaction with your brand provide them with real time, quick, accurate experiences, whether it be speaking with an agent, in store, through your mobile app, on social media or any other channel.

Abandon Rate 80

Abandon Rate Contact Center Competitive Advantage Comparison 80

Talkdesk

FEBRUARY 27, 2020

between 2017 and 2018. Focus on customer experience Today’s customers demand that every interaction with your brand provide them with real time, quick, accurate experiences, whether it be speaking with an agent, in store, through your mobile app, on social media or any other channel.

Abandon Rate 60

Abandon Rate Contact Center Competitive Advantage Comparison 60

Thematic

DECEMBER 5, 2018

Interestingly, according to a study by Broadway Business , only 32% of respondents are satisfied with their company’s use of analytics to create a competitive advantage. One way many companies are finding a competitive advantage is through customer retention analytics. Reduces cost to acquire customers. Keen to know more?

Customer Retention 96

Customer Retention Analytics Data Strategy 96

CSM Magazine

MAY 11, 2018

This doesn’t even take into account those who look towards online platforms to vent their frustration at companies, leaving bad reviews on Google, updating their social media status or even taking to YouTube to make a vlog about the whole experience! Social Media Communication.

Customer Experience 56

Customer Experience Social Media Analysis Competitive Advantage 56

Lumoa

OCTOBER 31, 2018

In my opinion, three things that are essential for CX include: Restoring trust – 2017 has seen more examples of organizations continuing to fail to meet basic customer expectations. In Europe, the Ryanair debacle is the most prominent case of all. We call it discovery and delivery track – internally we call ourselves the “dual track agency.".

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Alida

SEPTEMBER 22, 2016

According to Vanderbilt, social media and our sharing economy have transformed how people’s tastes are influenced by others. SRO to hear 4 great brands talk how connecting with community gives competitive advantage #mrx #innovation #vcsummit pic.twitter.com/4kJDSW4uFz. See you at the 2017 Customer Intelligence Summit! .

Innovation 100

Innovation Marketing Social Media Healthcare 100

Grade.us

OCTOBER 1, 2019

That's important because it can be difficult and expensive for SaaS providers to rank for competitive keywords. Why software reviews are a competitive advantage. If you're able to present customers with the extensive details they need, you have a competitive advantage. Social media.

Software 28

Software Social Media Competitive Advantage B2B 28

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. He held sales and technical leadership positions at IBM, where he advised companies on the strategic use of information technology to solve business problems and gain a competitive advantage.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Magellan Solutions

MAY 10, 2020

Having a live chat option on your website gives you a competitive advantage. This is helpful for customers to reach you on their preferred channel whether it is live chat, social media, or mobile app. Unfortunately, this iconic toy store had declared bankruptcy last 2017 due to its long-term debt.

Chatbots 52

Chatbots e-support Competitive Advantage Call Center 52

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. He held sales and technical leadership positions at IBM, where he advised companies on the strategic use of information technology to solve business problems and gain a competitive advantage.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ClientSuccess

DECEMBER 18, 2017

Erica has been a CSM for Marketware since February 2017 and became the Lead CSM shortly after joining the team. We found and engaged already authentic influencers through social media, retail, and professional teams. We’re lucky to have this week’s frontline CSM best practice come from Erica Newell of Marketware. Deliver value.

Leadership 41

Leadership Competitive Advantage Customer Success Loyalty 41

Kustomer

AUGUST 11, 2022

They have access to customer reviews via social media, use self-service resources to educate themselves on products and services, and are well-versed on the web to find the information they need. Competitive Advantage. Customer Loyalty and Retention. Consumer expectations are shifting.

Customer Service 98

Customer Service Social Media Self Service Loyalty 98

TechSee

APRIL 10, 2019

In the highly competitive telecom industry, customer experience is a critical factor in building and maintaining a competitive advantage. Drive Revenue with Great Customer Experience 2017 indicates that after the auto industry and upscale hotels, telecoms has the third highest potential for increasing revenue by improving CX.

Customer Experience 154

Customer Experience Strategy Customer Centricity Omni-Channel 154

ProProfs Chat

JULY 30, 2021

Some of them rely on powerful social media marketing while others opt for creating powerful content centered around industry specific topics. By sharing your brand stories on the social media platform, you can form an instant connection with your target audience. Monitor Your Social Media Interaction.

Brands 111

Brands Net Promoter Score Social Media e-support 111

SurveySensum

JULY 14, 2020

A Customer Experience Thought Leader and Influencer, Mila Widyani is a dynamic professional who strongly believes that CX is the key to driving a sustainable competitive advantage in today’s economy. Mila Widyani – Head of Customer Experience at CIMB Niaga. She is a Speaker, Author, and Customer Success Influencer.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Kustomer

MAY 18, 2020

They have access to continual customer reviews via social media, use self-service resources to educate themselves on products and services, and are well-versed in the digital space to find the information they need. Competitive Advantage. Customer Loyalty and Retention.

Customer Service 52

Customer Service e-support Self Service Social Media 52

ProProfs Chat

DECEMBER 12, 2019

Delightful customer experience is a major competitive advantage and is predicted to become the primary brand differentiator, overtaking product and price, for B2B sales by 2020. Customer Retention Through Social Media. Twitter is becoming the #1 social media platform to bridge gaps between customers and companies.

Customer Retention 88

Customer Retention Loyalty Programs Social Media Loyalty 88

ClearAction

AUGUST 16, 2019

Meaningful customer engagement requires that companies remain diligent, predictive and proactive”, reports a Forbes Insights and Pegasystems 2017 survey. The latter emphasizes long-term interests of the customer and long-term relationship for sustained competitive advantage. What is customer engagement?

Customer Centricity 48

Customer Centricity Customer Engagement Engagement Customers 48

CSM Magazine

JUNE 12, 2020

The IMA’s Statement on Management Accounting (SMA) Value Chain Analysis for Assessing Competitive Advantage (issued in March 1996) states, “The value chain approach for assessing competitive advantage is an integral part of the strategic planning process. Roesler, Peter (2017). Artificial Intelligence.

Omni-Channel 52

Omni-Channel Customer Service Self Service Virtual Agent 52

Chattermill

JULY 31, 2017

by Jack Miller on 1 Aug 2017. Done right, it is a source of competitive advantage and can contribute to stronger financial performance. Companies are being proactive on social media and experimenting with technology that improves the support experience for customers. Customer support in the modern age.

Fashion 40

Fashion Wait Times Banking Multi-Channel 40

Currency Alliance

JUNE 22, 2017

We’re already nearly halfway through 2017. According to the 2017 Bond Loyalty Report, 76% of Americans surveyed agreed that loyalty programs are part of their relationship with brands. The first half of 2017 has already demonstrated some leading loyalty programs are evolving to appeal to all emotional drivers.

Loyalty 40

Loyalty Loyalty Programs Social Media Brands 40

SurveySensum

SEPTEMBER 8, 2023

NPS increases customer loyalty: According to the 2017 Temkin research , promoters are 4.2 NPS gives competitive advantage: In the book, The Ultimate Question 2.0 , Fred Reichheld and his team found that companies that have adopted NPS grow twice as fast as their competitors. times more likely to buy again, 5.6

NPS 52

NPS ROI Social Media Effort Score 52

Bold360

NOVEMBER 21, 2016

What exactly are the takeaways making the biggest impact on customer experience initiatives as companies look to 2017, and how can CX pros and business leaders move their companies forward in the digital, always-on, always-connected, omni-channel landscape? It entices me to imagine what awaits us in 2017 for customer service.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40

Alida

DECEMBER 20, 2017

We’re wrapping up 2017 with a recap of the biggest stories of the year from the Vision Critical blog. Edelman’s 2017 Trust Barometer suggests that the world today is suffering from an implosion of trust. Customer-centricity creates competitive advantage for leading brands. Insight-driven businesses take off.

Retail 154

Retail Study Innovation ROI 154