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

Kayako

JULY 19, 2016

One of the biggest misconceptions is that customers value brief moments of extraordinary delight over quick and easy help. But there is a harsh reality facing customer-centric businesses: any interaction with your support team is 4x more likely to drive customer disloyalty versus actually improving their experience.*.

Competitive Advantage 120

Competitive Advantage Customer Service Self Service Loyalty 120

InMoment XI

AUGUST 3, 2023

Addressing the challenge of unstructured data necessitates investing in cutting-edge technologies and data management strategies to unlock its true potential and gain a competitive advantage in the era of data-driven decision-making.

Analytics 488

Analytics Customer Insights Data Social Media 488

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. Understanding Customer Experience Management (CEM) Let’s start at the beginning.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

Horizon CX

APRIL 1, 2024

These characteristics may include: Customer-centric culture: The organization has a culture that is obsessed with the customer and focused on meeting their needs. Customer journey mapping: The organization has a deep understanding of the customer journey and the touchpoints at which customers interact with the brand.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

ijgolding

MAY 17, 2017

An organization’s ability to learn, and translate that learning into action rapidly, is the ultimate competitive advantage. If you don’t have a competitive advantage, don’t compete. Creating one of the most customer centric brands on the planet is obviously a major reason why.

Customer Centricity 181

Customer Centricity Leadership Competitive Advantage Sports 181

InMoment XI

FEBRUARY 6, 2024

Social media platforms like Facebook, YouTube, X (formerly called Twitter), TikTok, Instagram, and LinkedIn (among others) are essential for businesses looking to attract customers, gather valuable feedback, and foster customer loyalty. Answering a complaint on social media can increase customer advocacy by 25%.

Social Media 260

Social Media Marketing Advertising Feedback 260

CX Journey

DECEMBER 18, 2014

The way customers interact with brands has drastically changed over the past few years. In the words of Forbes contributor Brian Walker, " Digitally empowered customers are firmly in charge, bouncing from channel to channel at the drop of a hat.” Today I''m pleased to present a guest post by Rohit Yadav.

Customer Centricity 191

Customer Centricity Customer Experience Competitive Advantage Culture 191

Horizon CX

DECEMBER 1, 2023

Drawing parallels with the timeless narrative of “Death of a Salesman,” we uncover the dynamics of selling not just a product but a mindset, while also examining the emotional mindset of leaders who often prioritize revenues and profits over customer-centric approaches.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

InMoment XI

FEBRUARY 2, 2024

The event brought in senior leadership from analytics, CX, insights, and VoC programs from 44 different brands, all with the common goal: sharing how integrated CX is making groundbreaking changes to their companies, customer experiences, and the market as a whole.

Hospitality 260

Hospitality Call Center Retail NPS 260

Russel Lolacher

MARCH 2, 2022

Annette Franz , and that new book is Built to Win: Designing a Customer-Centric Culture that Drives Value for Your Business. I’m extremely excited to further learn from her and, I have no patience, so we had a discussion about what it takes to build a customer-centric organization that I wanted to share with you.

Customer Centricity 59

Customer Centricity Omni-Channel Culture Leadership 59

Experience Investigators by 360Connext

JULY 11, 2023

“We’re going to be customer-centric !” Organizations that prioritize customer experience outperform their competitors and enjoy higher customer loyalty, increased revenue, and improved brand reputation. Encourage experimentation and risk-taking to drive innovation in the customer experience.

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110

ClearAction

NOVEMBER 27, 2018

Customer-Centric Marketing: Align for Growth Lynn Hunsaker. Customer-centric marketing has several layers of meaning. The most popular layer means personalization of communications, toward increasing customer lifetime value. First Layer: All Customer Touch-Points. Second Layer: Consistency.

Customer Centricity 74

Customer Centricity Marketing Competitive Advantage Customers 74

Eptica

NOVEMBER 8, 2017

Date: Wednesday, November 8, 2017 How to make your organization truly customer centric. Author: Olivier Njamfa We all know that today it’s vital to put customers at the heart of your business. How do you become more customer centric? The importance of security and GDPR to the digital customer experience.

Customer Centricity 96

Customer Centricity How To Self Service Chief Customer Officer 96

VDS

MAY 13, 2020

A decade ago, customers expected decent service at a fair price. They also were more accustomed to brick and mortar stores, using a landline to call for support, waiting for answers, and staying loyal to a brand; they stayed loyal not because they loved the brand so much as they dreaded the hassle and time to switch to another company.

Customer Centricity 81

Customer Centricity Contact Center Social Media Omni-Channel 81

InMoment XI

MAY 31, 2022

A customer journey map is a diagram of all the places customers come into contact with your brand, online or off. The goal of journey mapping is to gain a deeper understanding of your customer, how they interact with your brand, and how each interaction affects your relationship. Plot Touchpoints.

Customer Journeys 529

Customer Journeys Examples Net Promoter Score Touchpoint 529

SurveySensum

JULY 11, 2023

Before we move ahead, let’s understand – What is customer experience? Customer Experience is the overall impression a brand creates in the minds and hearts of its customers. It’s not just about the product or service; it’s about every interaction and touchpoint a customer has with a brand.

Brands 83

Brands Customer Experience Effort Score Rewards Programs 83

ECXO

JUNE 11, 2023

Customer Experience = Seeing + Being + Doing Customer Centricity is the umbrella for concepts like Customer Experience, Customer Intimacy, Customer Advocacy, Customer Loyalty, etc. The purpose of a large multinational: “To put a Smile on our customers’ faces today and tomorrow.

Customer Experience 122

Customer Experience Customer Centricity Competitive Advantage Government 122

ClearAction

OCTOBER 25, 2018

Customer-Centric Marketing: Step-Up Performance Lynn Hunsaker. Customer-centric marketing is necessary, yet far from sufficient — from customers’ and investors’ perspectives. Typical roles adopting customer-centric marketing are in the marcom area: digital, content, automation, intelligence, retention, advertising.

Customer Centricity 59

Customer Centricity Marketing Customer Journeys Study 59

ClearAction

AUGUST 16, 2019

Is Your Customer Engagement Really Customer-Centric? Customer engagement can yield short-term or long-term rewards or penalties, depending on how customer-centric they are. Long-term rewards: uptick that sticks or increases organically — engagement fit the customer’s expectations and circumstances. “An

Customer Centricity 48

Customer Centricity Customer Engagement Engagement Customers 48

Lumoa

NOVEMBER 10, 2021

Customer experience (CX) design is the process of finding ways to leverage those experiences so they engage and thrill customers throughout the lifetime of their relationship with a brand. CX design helps organizations act more customer-focused, which in turn promotes decisions that empower, engage, and enlighten customers.

Customer Experience Design 208

Customer Experience Design Customer Experience Customer Journeys Touchpoint 208

InMoment XI

FEBRUARY 1, 2024

Emotion detection helps businesses tailor their responses and strategies to align with customer emotions, enhancing personalized customer experiences and building stronger emotional connections with the brand. This forward-looking approach is vital for maintaining competitive advantage and fostering customer loyalty.

Analysis 260

Analysis Analytics Social Media Loyalty 260

Win the Customer

SEPTEMBER 5, 2023

By answering questions or providing helpful information related to their products or services, companies can position themselves as authorities in their field, which can lead to increased trust and customer loyalty. Brand Image and Reputation : Social media is a powerful tool for shaping and managing a brand’s image and reputation.

Social Media 59

Social Media Customer Service Competitive Advantage Entertainment 59

ProProfs Chat

JULY 30, 2021

Be it a small or a big business, good brand perception is the common business goal. The ultimate verdict on any brand is given by its customers. Brand perception is a crucial indicator of how well your customers are able to connect with your brand: What are their feelings and emotions when they think of you?

Brands 111

Brands Net Promoter Score Social Media e-support 111

Blake Morgan

JANUARY 20, 2022

These 30 top blogs cover a wide variety of CX-related topics, from creating a customer-centric culture to refining the contact center or delivering personalized experiences. With more than 30 years of experience in all areas of CX, Annette uses her blog, CX Journey, to help transform business culture to become customer-centric.

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

Lumoa

JANUARY 9, 2018

It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. In 2018, all brands across all industries are going to have to work hard to restore trust with the everyday consumer. Never underestimate the customers expectation in CX.

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

GetFeedback

MARCH 1, 2019

Poor customer experience has similar, severe consequences in other countries. For instance, 49% of Latin Americans say that they will walk away from a brand after just one bad experience. consumers feel more loyal to brands that show a deep understanding of their preferences and priorities. The customer experience gap.

Customer Experience 186

Customer Experience Competitive Advantage CRM Omni-Channel 186

Amity

FEBRUARY 24, 2017

Since the early 2000s, companies from nearly every industry have come to the realization that building enduring customer relationships is essential to their success. Organizations that are aligned around their customers seek to understand the world through their eyes. Truth One: Customers are a scarce resource.

Customer Centricity 64

Customer Centricity Company Return on Investment Competitive Advantage 64

GetFeedback

MARCH 20, 2019

Why customer voice is important. Even though most organizations would agree that they’re customer-centric, only a few are actually delivering experiences that align with the customer voice. This becomes even more problematic when you consider that poor customer experience is costing U.S. companies $136.8

Customer Voice 210

Customer Voice Net Promoter Score Customer Centricity Competitive Advantage 210

SmartKarrot

SEPTEMBER 18, 2020

In B2B SaaS or any other business per se, the competitive advantage is an attribute that allows a company to outperform its competitors. For example, access to low-cost resources, highly skilled employees, exceptional product, first-mover advantage, and so on. three forms of generic competitive strategy. Brand Advocacy.

Competitive Advantage 14

Competitive Advantage B2B Customer Success Company 14

Alida

JUNE 23, 2017

With the acquisition, Amazon, one of the most valuable brands in the world, is now officially in the grocery market. Contrary to popular belief, Amazon’s biggest competitive advantage is not innovation. If you have a customer-centric culture, that cures a lot of ills,” Bezos said in an interview in 2013.

Retail 153

Retail Competitive Advantage Customer Centricity Innovation 153

InMoment XI

DECEMBER 7, 2023

As competition and buyer empowerment compound, customer experience (CX) is proving to be the only truly durable competitive advantage. Companies that earn $1 billion annually can expect to earn on average an additional $700 million within 3 years of investing in customer experience.

Metrics 260

Metrics Net Promoter Score Measurement Effort Score 260

SurveySparrow

JULY 26, 2023

Understanding the Voice of Customer (VOC) Voice of Customer (VOC) refers to the process of actively gathering and understanding customers’ opinions, preferences, needs, and expectations regarding a product, service, or brand. Competitive Advantage A strong VOC program can give businesses a competitive edge.

Voice of Customer 52

Voice of Customer Social Media Customer Journeys Competitive Advantage 52

Second to None

JULY 10, 2018

Growing brands are in a unique position in the marketplace because they are occupying a space between two poles. In virtually every industry, your brand will be required to team up with third-party organizations to complete various aspects of your infrastructure. 1] [link].

Brands 63

Brands Competitive Advantage Voice of Customer Financial 63

CloudCherry

SEPTEMBER 19, 2018

In today’s customer-centric market, the customer experience is no longer just a marketing factor to consider. With so many channels available, customers can share their feedback with just a click of a button, shaping a person’s perception of your company before they get to buy your product or interact with your team.

ROI 256

ROI Financial CEM Metrics 256

C3Centricity

MAY 1, 2021

Your brand needs to appeal to a group of customers who are looking for the solution you are offering. And although these are easy to articulate, you are working with demographics, something every other brand can do as well. This is why best-in-class marketers work with best-practice segmentations. In fact it rarely is.

How To 139

How To Groups Customer Centricity Analysis 139

Blake Morgan

NOVEMBER 8, 2022

But as buying habits changed, the company converted its stores to inventory-free showrooms and became a completely DTC brand. Instead of just marketing products or trying to convert customers, Nelson encourages his team to meet and exceed customer expectations. Customer-centricity is fundamental to LoveSac.

Innovation 59

Innovation Competitive Advantage Customer Centricity Social Media 59