ImprintCX Articles

NOVEMBER 27, 2023

Your brand is the story you tell to engage and motivate people (prospects, customers, and employees) to believe in you, support you, and share the story. Not understanding this symbiotic relationship is a crucial reason companies struggle to be customer-centric.

Brands 52

Brands Customer Experience Competitive Advantage Customer Centricity 52

ShepHyken

MARCH 29, 2021

Each week I read a number of customer service and customer experience articles from various resources. How Disney Knocks it Out of The Park With an Excellent Customer Experience (And How You Can Too) by Ellen Christenberry. When the pandemic began, they were forced to use more digital options to support customers.

Customer Service 76

Customer Service Competitive Advantage Retail Employee Experience 76

CSM Magazine

DECEMBER 2, 2020

Magnus Geverts at Calabrio sums up the lessons learned and reveals his top 3 predictions for 2021. . In contact centres, more employees than ever before now work remotely while customer expectations have risen to their highest levels since Internet connectivity and the smartphone revolution first transformed everything.

Self Service 72

Self Service Analytics e-support Competitive Advantage 72

Gainsight

MARCH 10, 2022

In the 2021 season of The Game Changer Podcasts, Gainsight’s Adam Joseph, Regional Vice President-EMEA, pulled out all the stops for his listeners. Adam returned to the fundamentals of customer success, from getting started in the profession, to forging a CS organization in your company, and evolving it to hyper-scale. Is that true?

Culture 59

Culture Chief Customer Officer Customer Success Customer Centricity 59

ShepHyken

DECEMBER 28, 2020

Each week I read a number of customer service and customer experience articles from various resources. Gift Experiences Can Create an Emotional Connection With Customers by Wise Marketer Staff. We are just heading out of the gifting season, but it’s not too late to understand the impact a gift to a customer can make.

Customer Service 139

Customer Service Loyalty Programs B2B Competitive Advantage 139

Forrester's Customer Insights

JUNE 2, 2021

Amid massive market volatility and uncertainty, two investment firms were able to vault up the rankings in the Forrester US CX Index 2021. Discover how, and why they'll have a competitive advantage going forward.

Competitive Advantage 35

Competitive Advantage Financial Marketing Customer Experience 35

ShepHyken

SEPTEMBER 10, 2021

She writes about what customers expect from companies in 2021 and what they actually get. Customers want their concerns resolved swiftly, without having to wait in line or being handed from one executive to another. . In this post, we shall compare five customer expectations in 2021 to their reality.

Customer Experience 98

Customer Experience Self Service Advertising Customer Expectations 98

Blake Morgan

APRIL 26, 2023

But according to reports , customers who live near a Whole Foods, Amazon Fresh, or Kohl’s location will be charged $1 if they return items via a UPS Store. A record $761 billion of merchandise was returned in 2021. Modern customers want the convenience of easy returns, especially as online shopping increases.

Retail 59

Retail Competitive Advantage Policies Brands 59

SurveySparrow

SEPTEMBER 8, 2021

A customer contacts your support team to express his dissatisfaction with the brand whose experience was superb earlier. But, of course, as a leader, you’ll try to find reasons for the blow and work towards improving the customer’s experience, won’t you? What if the employee experience needs work in place of the customer?

Employee Experience 59

Employee Experience Software Management Employee Engagement 59

Experience Investigators by 360Connext

NOVEMBER 8, 2022

What Does Customer Experience Success Mean to Your C-Suite? The CEO or another C-suite leader gets excited about customer experience. So they decide to commit to this idea – that creating better customer experiences will lead to happier customers, leading to better results. Are we winning at customer experience?”

Customer Experience 110

Customer Experience Competitive Advantage Customer Centricity Strategy 110

Kustomer

AUGUST 26, 2022

As of last year, there were 850,000 active podcasts with over 48 million total episodes in all of 2021, a 20% increase from 2020. Customer experience (CX) professionals have to make a concerted effort to keep up with the ever-changing CX field. Our Top 10 Customer Experience Podcasts. Customer Success Leader.

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 105

Magellan Solutions

JANUARY 17, 2024

If these problems continue, how will BPO companies maintain their competitive advantage in 2024? This integration can improve operational effectiveness, resulting in more advanced services and lower customer costs. BPO organizations are expected to branch into other markets, such as IT, finance, and customer service.

Company 52

Company Competitive Advantage Omni-Channel Telecommunications 52

CSM Magazine

FEBRUARY 14, 2024

Call tracking gives very useful information about what customers do in the solar business. Looking at phone data helps businesses know what customers want, where people ask about solar in big numbers, when they call most often, and how well different ways of advertising like internet ads or social media posts work.

Analytics 52

Analytics Marketing Strategy Social Media 52

TechSee

APRIL 10, 2018

As businesses increasingly realize that leveraging the power of technology creates a clear competitive advantage, the future of the BPO industry has become dependent on its willingness to adopt new growth and BPO technology trends that will serve as a value multiplier for their offerings. Customer-Driven Opportunity.

Call Center 140

Call Center Self Service Technology Competitive Advantage 140

Magellan Solutions

JULY 19, 2021

What are the business that need to outsource data entry in 2021. What are the industries that need to outsource data entry services this 2021 and beyond. By creating a unique and personalized experience for customers. . The best data entry companies now help retailers to anticipate what customers want and when they want it.

Data 52

Data Healthcare Analytics Transportation 52

TechSee

MARCH 17, 2021

In fact, a January 2021 survey by TechSee, a technology provider to some of the world’s biggest telecoms, found that 65 percent of consumers would rather avoid technician visits unless absolutely necessary. And now, with a pandemic raging across much of the world unchecked, waiting for the cable guy isn’t even an option.

Self Service 164

Self Service Wireless Competitive Advantage Consumers 164

Blake Morgan

OCTOBER 27, 2022

Customer experience was finally starting to catch up in the B2B world to match technology-driven and personalized B2C experiences. 100% of buyers want self-serve options for at least part of the buying process, up 13% from 2021. Now is prime time to revamp the customer experience and leverage technology with a digital transformation.

B2B 105

B2B Self Service Competitive Advantage B2C 105

CSM Magazine

OCTOBER 6, 2021

BigChange’s State of the Field Service Sector report reveals that three-quarters of trades businesses saw demand increase in the year to July 2021. One-in-eight fear they won’t last another year, partly because they’ve taken on more debt and racked up colossal overtime bills meeting customer demand.

Competitive Advantage 52

Competitive Advantage Report Software Survey 52

Magellan Solutions

JULY 2, 2021

Customer Satisfaction per Calls Received. BPO (Business Process Outsourcing) could be the key to giving your firm the competitive advantage it needs. Customer Satisfaction. Customer Satisfaction per Calls Received. Customer Satisfaction. Customer Satisfaction. Efficiency of Price per Call.

Comparison 52

Comparison Average Handle Time Call Center Ecommerce 52

Kustomer

NOVEMBER 30, 2021

This November we held our annual conference Kustomer NOW 2021. We greatly appreciate all of our customers, so these were by no means easy decisions to make. With that said, we wanted to recognize some of the most impressive brands that leverage CX as a competitive advantage. Congratulations, Amy! Thanks for all you do!

Competitive Advantage 98

Competitive Advantage Leadership Hotels Retail 98

West Monroe

MAY 16, 2022

That’s partly why 75% of C-suite executives told us they were bullish on the economy in Q4 2021. In short, 2022 may be turning out to be as stubbornly challenging as 2020 and 2021. The areas with the lowest gains in agility include data (6%), customer experience (5%), and product development (4%). Executive Outlook: Q2.

Report 98

Report Banking Competitive Advantage Culture 98

TechSee

MARCH 17, 2021

In fact, a January 2021 survey by TechSee, a technology provider to some of the world’s biggest telecoms, found that 65 percent of consumers would rather avoid technician visits unless absolutely necessary. And now, with a pandemic raging across much of the world unchecked, waiting for the cable guy isn’t even an option.

Technology 109

Technology Self Service Wireless Competitive Advantage 109

TechSee

FEBRUARY 21, 2022

In the first ten months of 2021, AI startups worldwide raised more than $50 billion across more than 2,000 deals — surpassing 2020 levels by 55%. There are many ways AI is helping businesses across industries gain a competitive advantage. Enhance Customer Service. It seems like everywhere you look, AI is trending.

Innovation 109

Innovation Company Self Service Insurance 109

Oracle

JUNE 1, 2018

The evolution of technology wouldn’t be possible without businesses’ natural pursuit of competitive advantage via new ways of engaging customers. Virtual reality (VR) is undoubtedly one of the most promising technologies when it comes to delivering an exceptional customer experience.

Customer Experience 75

Customer Experience Competitive Advantage Retail Connections 75

CX Centric

MARCH 3, 2021

This CX Centric Conversation got off to a flying start in 2021. This is evidenced by the much-attended opening online conversation of the year 2021 which was held on the 27th of January. The online event was titled: The Art and Science of Storytelling. The keynote speaker was one Kieth Kmett.

Customer Journeys 52

Customer Journeys Competitive Advantage Video Data 52

Integrity Solutions

MAY 13, 2021

What are the traits of a great salesperson in 2021? Customer expectations are higher than ever. No wonder sales managers are worried about whether they have the teams in place to recapture lost ground and take advantage of a rebounding economy. That doesn’t necessarily mean their salespeople aren’t talented or motivated.

Customer relationships 89

Customer relationships Sales Customer Centricity Communication 89

West Monroe

OCTOBER 5, 2022

New logo acquisition will become even more challenging as IT spending slows from 2021 levels: Gartner revised its projected 2022 increase in IT spending downward from 5% to 3% due to expected spending cutbacks. Revenue efficiency metrics should guide go-to-market capital allocation. Leverage these tactics to drive profitable growth.

Software 52

Software Competitive Advantage Return on Investment Metrics 52

West Monroe

OCTOBER 11, 2022

With AI, I think that people are focused too much on technique and not enough on differential competitive advantage. November 2021. Customer behaviors are changing—so where should you place your bets? October 2021. October 2021. September 2021. September 2021. August 2021. August 2021.

Social Media 40

Social Media Competitive Advantage Case Study Study 40

SurveySensum

JUNE 29, 2023

A company, despite investing heavily in marketing and advertising, struggles to retain its customer base and faces a decline in sales. Well, here’s a startling statistic to ponder: 82% of customers stop doing business with a company due to poor customer service. Sound familiar? Don’t know?

Customer Satisfaction 52

Customer Satisfaction Marketing Exceptional Customer Service Social Media 52

C Space

JANUARY 20, 2021

NEW YORK, January 28, 2021 – Interbrand Group, today announced the promotion of Gonzalo Brujó to Global President, effective February 1st, 2021. At Interbrand, we know that in an age of unprecedented abundance of choice and speed of innovation, customers’ expectations are moving faster than business.

Groups 52

Groups Competitive Advantage Leadership Fashion 52

Thematic

JUNE 28, 2021

To help find clear focus, and deliver better customer experiences, we take all the raw, unstructured feedback - from reviews, survey responses, chats, complaints and support tickets etc. Here, our starting point was to identify what made customers happy or unhappy and their 1 - 3 star (Poor) or 4 - 5 star (Good) ratings gave us the “why?”

Banking 62

Banking Competitive Advantage Feedback User Experience 62

CSM Magazine

JANUARY 5, 2022

David Singer, Vice President of Product Strategy for Verint , explains why contact centers will need to stay agile to support the evolving needs of customers and employees. In 2022, it will be imperative to think strategically about customer and employee engagement strategies to align the customer experience with the employee experience.

Contact Center 52

Contact Center Competitive Advantage Employee Engagement Analytics 52

datastax

JULY 16, 2019

trillion by 2021. . In an age of limitless competition, retailers increasingly understand how important it is to use modern applications to ensure optimal customer experiences in every interaction—be it in-store, online, or on social media. . Makes it easier to sell by reaching customers where they are.

Retail 66

Retail Ecommerce Competitive Advantage Multi-Channel 66

CX Centric

FEBRUARY 11, 2021

Amongst other things, agile focuses on early and regular delivery of value to customers. This means that the competitive advantage rests in being able to choose that destination well and to ensure that everyone in the car is aware of it. Again I propose a ‘Customer Centric’ culture. Who are our customers?

Culture 105

Culture Leadership Roadmap Customer Centricity 105

BirdEye

MAY 16, 2022

Reviews are a way to grow your business digitally, both in how you rank on Google and how customers rate and review your products. This article will show you how to get more reviews, and more customers using a Google review service. The more visible you are, the more customers you’ll get. Reviews improve customer interactions.

How To 98

How To Competitive Advantage Interaction Strategy 98

Education Services Group

APRIL 16, 2021

As Customer Success practitioners, we know that everyone would love a how-to manual with all the best ways to implement and grow their CS organizations. What we’ve learned is that there is no one “right” way to do Customer Success. What is the ESG Customer Success Maturity Model?

Customer Success 52

Customer Success Chief Customer Officer Metrics Report 52

ViiBE Blog

FEBRUARY 28, 2022

Nowadays when digital channels are no longer supplementary tools for business but their main means of development, it is getting particularly important to provide an excellent level of customer service online. Therefore, CRM specialists have to be empowered with tools that would provide rapid solutions and increase customer satisfaction.

e-support 52

e-support CRM ROI First Call Resolution 52