InMoment XI

SEPTEMBER 12, 2023

In today’s cut-throat market, differentiating your brand is more important than ever. Competitive analysis offers you this lens. This article will walk you through how to conduct an effective competitive analysis, interpret the results, and turn those insights into actionable strategies.

Analysis 260

Analysis Marketing Competitive Advantage Analytics 260

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. Unfortunately, in most organizations, brand and customer experience are often siloed. Your brand identity is your personality; that is what you are known for.

Brands 52

Brands Customer Experience Competitive Advantage Customer Centricity 52

InMoment XI

JULY 13, 2023

The panelists engaged in insightful discussions, sharing their organisational challenges and best practices, while attendees were to engage in polls aimed at answering three key questions on preparedness, challenges, and changes related to Consumer Duty. What Have Been Your Biggest Challenges in Getting Ready for Consumer Duty?

Consumers 492

Consumers Financial Competitive Advantage Customer Centricity 492

Qualtrics

DECEMBER 9, 2020

As we look ahead, to remain competitive over the next decade businesses will realign their operations around XM by embedding these same CX capabilities across every core business pillar - customer, employee, product, and brand. Iconic brands finding a competitive advantage with XM. Modernizing XM. Request Demo.

Competitive Advantage 32

Competitive Advantage Brands Government Financial 32

Hello Customer

MAY 19, 2021

To make sure you don’t, we listed some statistics for you: 84% of the people will spend more money with brands that provide personalized customer service , which makes it an excellent way to realize customer loyalty within your organi z ation ( Ultimate.ai ).

Competitive Advantage 98

Competitive Advantage Customer Care Customer Centricity Contact Center 98

InMoment XI

FEBRUARY 14, 2024

However, all your customers want the same thing: to be able to interact with their brand on their terms. This approach ensures that customers can interact with a business or brand consistently regardless of whether they are using a website, a mobile app, social media, a physical store, or any other channel.

Omni-Channel 260

Omni-Channel Customer Experience Social Media Touchpoint 260

Eptica

OCTOBER 25, 2017

Date: Wednesday, October 25, 2017 Turning customer experience into competitive advantage. Author: Vincent Giraud Customer experience is becoming the primary differentiator for brands , whatever industry they are operating in. Every brand is judged against the best – there are no excuses.

Competitive Advantage 56

Competitive Advantage Customer Experience Self Service Social Media 56

CX University

SEPTEMBER 18, 2018

There are hundreds of best practices for employee engagement, and all of them are being practiced by firms across this good, green Earth: at some growing businesses, at some failing businesses too. My question is, “How do we know which best practices will most benefit our employee engagement initiatives? This is true in remote working.

Employee Engagement 211

Employee Engagement Engagement Case Study Strategy 211

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

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. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

InMoment XI

FEBRUARY 5, 2024

A strong, positive online reputation can attract more customers, improve brand image, and differentiate a business from its competitors. Customer Engagement: Responding to reviews, both positive and negative, allows businesses to engage with their customers.

Competitive Advantage 260

Competitive Advantage Software Feedback Guidelines 260

InMoment XI

FEBRUARY 8, 2024

Competitive Advantage Organizations that optimize their contact centers are better positioned to differentiate themselves in the market by delivering superior customer service. This can contribute to a competitive advantage and increased customer loyalty.

Contact Center 260

Contact Center Multi-Channel First Call Resolution Social Media 260

InMoment XI

MARCH 5, 2024

Normal data analysis won’t be able to tell you about a customer’s feelings related to your brand, and how those feelings will affect their interactions with your brand in the future. This flexibility enables businesses to gain a comprehensive understanding of their customers and operations, driving innovation and competitive advantage.

Data 260

Data Customer Experience Social Media Analysis 260

SurveySensum

APRIL 1, 2024

Trust in a brand is not merely beneficial; it is crucial for a startup’s survival and growth. Research indicates a customer trust directly correlates with brand loyalty. And loyal customers make purchases 90% more often and are inclined to spend more during each transaction, contributing to better cash flow for the brand.

Brands 52

Brands Case Study Social Media Feedback 52

Confirmit

OCTOBER 20, 2020

With the aim of measuring and improving pharma companies’ performance, Optigage developed a multichannel index that tracks channel reach, engagement, as well as message recall and differentiation.

Competitive Advantage 52

Competitive Advantage Self Service Data Metrics 52

ReviewTrackers

JULY 12, 2018

You’ve probably heard of employer branding. You may have even read about it on our blog, and followed the steps to building a strong employer brand. If you think of “employee branding” as how your company is perceived by current and potential employees — well, that’s a pretty good starting point. But What is Employee Branding?

Brands 175

Brands Company Social Media Competitive Advantage 175

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

InMoment XI

FEBRUARY 23, 2024

It’s crucial that brands understand the experiences they provide and whether or not they satisfy the needs of customers, employees, and beyond. Behaviorally Behavioral segmentation divides the market based on consumers’ purchasing behavior, product usage, brand loyalty, benefits sought, occasions, and readiness to buy.

Marketing 260

Marketing Customer Experience Return on Investment Analysis 260

Qualtrics

JULY 2, 2020

Two months later the international skincare company, which includes brands like NIVEA and Elastoplast, is reaping the rewards for its quick thinking. When COVID-19 hit traditional consumer engagement channels, media consumption habits, and values and priorities changed forever. We didn’t have a context for this 'new normal'.

Competitive Advantage 26

Competitive Advantage How To Brands Consumers 26

ReviewTrackers

JUNE 22, 2020

You’ve probably heard of employer branding. You may have even read about it on our blog, and followed the steps to building a strong employer brand. If you think of “employee branding” as how your company is perceived by current and potential employees — well, that’s a pretty good starting point. But What is Employee Branding?

Brands 114

Brands Company Social Media Competitive Advantage 114

2020 Research

JULY 19, 2022

Every release must represent an insightful, close-knit relationship with a brand’s customer base. A brand community is one of the most effective ways to build that relationship and garner business-critical customer information. What is a brand community? Why Every Brand Needs a Brand Community.

Brands 52

Brands Competitive Advantage Groups Consumers 52

2020 Research

JULY 19, 2022

Every release must represent an insightful, close-knit relationship with a brand’s customer base. A brand community is one of the most effective ways to build that relationship and garner business-critical customer information. What is a brand community? Why Every Brand Needs a Brand Community.

Brands 52

Brands Competitive Advantage Groups Consumers 52

TechSee

MAY 18, 2023

With their VIS certification, these highly engaged partners are revolutionizing the way businesses engage with their customers. Enabling customers to self-serve and complete complex tasks reduces call volume, improves resolution times, and enhances brand reputation.

Self Service 109

Self Service Competitive Advantage Telecommunications Insurance 109

ProProfs Chat

JANUARY 30, 2020

Elaborating on this maxim, I would also like to add that unhappy customers can ruin the brand value in minutes. And we all know, what goes online, reaches everyone and hampers the brand image as well. Well, that’s exactly why you need to focus on engaging with your customers regularly. Impacts of consistent engagement.

Customer Engagement 136

Customer Engagement Engagement Social Media Customers 136

Lumoa

JANUARY 24, 2024

Engagement Through Feedback Surveys : Implement feedback and feature request surveys. Entity Analysis : Identify related entities such as competing brands, different product models, or packaging materials mentioned in customer feedback. This means not just listening but also interpreting and acting on what customers are communicating.

Analytics 208

Analytics Feedback Net Promoter Score Analysis 208

BlueOcean

OCTOBER 4, 2023

Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line. We would wager, that even with the evolution of AI, brands serving consumers in the Americas will continue to benefit from providing support in French, Spanish, and, for some organizations, Portuguese through a live agent model.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Alida

NOVEMBER 25, 2016

In our e-book The 10 Smartest Brands: How They Use the Competitive Advantage of Customer Intelligence , we reveal how companies like D E WALT, LinkedIn and Salomon engage with customers to make better marketing, customer experience and product innovation decisions. Reducing research costs with D E WALT and ESPN.

ROI 100

ROI Measurement Brands Net Promoter Score 100

Horizon CX

APRIL 1, 2024

Customer journey mapping: The organization has a deep understanding of the customer journey and the touchpoints at which customers interact with the brand. Employee engagement: Employees are empowered to deliver a positive customer experience.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

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

CSM Magazine

MAY 14, 2024

Customer service often becomes the battleground where loyalty is won, and brands are differentiated. Effective customer service training is a strategic imperative for businesses aiming to foster satisfaction, loyalty, and competitive advantage.

Customer Service Training 52

Customer Service Training Training Customer Service Customer Service Representative 52

Integrity Solutions

APRIL 16, 2021

That’s why you’ll see that the most productive, growing organizations spend a lot of time leveraging this innate competitive advantage. The way your organization leverages its assets, especially your people, to make a distinctive difference for and with your customers establishes your “brand” of doing business.

Customer Centricity 121

Customer Centricity Culture Competitive Advantage Customers 121

Experience Investigators by 360Connext

JULY 11, 2023

Organizations that prioritize customer experience outperform their competitors and enjoy higher customer loyalty, increased revenue, and improved brand reputation. By regularly evaluating and refining customer experience initiatives, organizations can stay ahead of evolving customer expectations and maintain a competitive advantage.

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110

C3Centricity

JUNE 25, 2020

Do all your brands have a clear description of their target audience? Include not only your customers’ demographics and consumption / purchasing habits but also information about where they do these things, what values they have that you can tap into and what emotions motivate them to purchase and use your brand. #2

Customer Centricity 177

Customer Centricity Competitive Advantage Trends Brands 177

GetFeedback

NOVEMBER 7, 2019

It’s been stated that customer experience is the new brand, but what about the visual customer experience? Constant online interaction and social media engagement has piqued our need for visual stimulation and trained us to assimilate more imagery than ever before. So, how can brands provide the impossible? More compelling?

Ecommerce 249

Ecommerce Social Media Competitive Advantage Study 249

Lumoa

JULY 17, 2023

It is no longer a competitive advantage but a necessity. They expect brands to anticipate their needs and provide a tailored experience. Brands can use it to complement customers’ experiences by displaying product information as they shop. It is no longer a competitive advantage but a necessity.

Customer Experience 208

Customer Experience Strategy Self Service Chatbots 208

Happy or Not

JUNE 13, 2023

How does employee engagement affect performance? Employee engagement directly impacts performance, influencing an organization’s success and profitability. How does employee engagement affect performance? Employee engagement directly impacts performance, influencing an organization’s success and profitability.

Employee Engagement 36

Employee Engagement Engagement Culture Customer Satisfaction 36

Win the Customer

SEPTEMBER 5, 2023

Brand Image and Reputation : Social media is a powerful tool for shaping and managing a brand’s image and reputation. Companies that engage positively with customers and address their concerns effectively can enhance their image.

Social Media 59

Social Media Customer Service Competitive Advantage Entertainment 59