Bob Hayes

OCTOBER 23, 2017

Download the free 22-page white paper by clicking the image. We surveyed 80+ customer-centric professionals in companies with formal customer-centric programs (e.g., We surveyed 80+ customer-centric professionals in companies with formal customer-centric programs (e.g., Download the complete 22-page white paper here.

Analytics 68

Analytics Competitive Advantage Government Customer Centricity 68

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

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

ClearAction

FEBRUARY 13, 2023

Strategic impact means you’re creating competitive advantages for your enterprise. This customer experience course is an actionable overview for making CX a team sport company-wide. This self-paced course is for anyone who wants to learn the best way to lead customer experience for strategic impact.

Sports 71

Sports Customer Experience Handbook Case Study 71

Avaya

JANUARY 14, 2019

Happy customers can make a company as much as disgruntled ones can break it. At the same time, a company’s internal customers (employees, contractors, partners) influence or directly affect the customer experience. In the research, participants cited nine specific projects that delivered positive success metrics.

Customer Experience 73

Customer Experience Competitive Advantage Social Media Metrics 73

SurveySparrow

MARCH 24, 2024

Customer Relationship Management A CRM is the first investment in any company’s productivity, but given the number of available options, it can be challenging to find one that fully suits your sales needs. They range from CRMs and lead generation to analytics and AI helpers. Below, you can find the top examples in each area.

Tools 52

Tools Sales CRM Social Media 52

TechSee

MAY 29, 2018

As leaders in intelligent visual support,we’ve implemented visual support in the contact centers of some of the world’s largest companies, including Vodafone, Samsung, Orange , Liberty Global, and Achmea. These technological advances have paved the way for commercial and scalable use of visual engagement platforms. Enhanced agent knowledge.

Contact Center 95

Contact Center Engagement Call Center Net Promoter Score 95

InMoment XI

JANUARY 2, 2023

And with a few clicks, they can compare your company with your competitor’s offering, and learn how others perceive you. As competition and buyer empowerment compounds, customer experience (CX), is proving to be the only truly durable competitive advantage. The Three Most Popular CX Metrics. Passives score 7 or 8.

Net Promoter Score 295

Net Promoter Score NPS Metrics Effort Score 295

Circular Edge

DECEMBER 13, 2022

As your company grows, data may be trapped in legacy systems accessible only by authorized employees, to ensure its security. You can convert your data into a strategic and competitive advantage by segmenting data on these core customers. Difficult-to-access data can’t easily be used for ongoing strategic analysis. Who benefits?

Data 52

Data Competitive Advantage Multi-Channel Analytics 52

ViiBE Blog

FEBRUARY 28, 2022

Download now Live chats are confidently becoming an essential tool for any digital business. There are general metrics that are useful for this matter: Time spent on the website – use it to analyze at what point a live chat pop-up should appear. No download, installations, or plugins are required thanks to WebRTC technology.

e-support 52

e-support CRM ROI First Call Resolution 52

SurveySparrow

APRIL 11, 2021

Companies with a good lead nurturing strategy will generate 50% more sales-ready leads at a 33% lower cost. Gain competitive advantage: When you have a lead nurturing strategy in place, you set yourself up for a win. Unless your competitors are also doing it, you are clearly at an advantage.

Strategy 98

Strategy How To Effort Score Social Media 98

BirdEye

MARCH 24, 2023

It can also involve identifying and pursuing potential mergers and acquisitions or strategic partnerships to expand a company’s reach and capabilities. The goal is to create long-term value for the company by increasing its market share, revenue, and profitability. In 2022, the average cost per click was $0.97.

Return on Investment 98

Return on Investment Social Media Sales Metrics 98

BirdEye

JUNE 21, 2023

But your competition analysis doesn’t just tally rivals that might hurt the longevity of your business. With it, you can create an effective marketing strategy to help increase brand awareness and, ultimately, gain a competitive advantage, all based on the revelations you learn. Detailed competitor analysis is empowering.

Analysis 98

Analysis Social Media Hotels Competitive Advantage 98

CSM Magazine

DECEMBER 2, 2020

The latest analytics tools will become pivotal to gathering the internal and external insights necessary to empower frontline staff and drive competitive advantage – whether through eye opening desktop analytics, employee sentiment analysis and stress predictors or sophisticated Voice of the Customer (VoC) innovations.

Self Service 72

Self Service Analytics e-support Competitive Advantage 72

ShepHyken

APRIL 14, 2017

Remember that engaged employees work harder, care more about the company, the people they work with and ultimately care more about the customer. – Shep Hyken. How can you possibly offer a competitive advantage based on superior CX when it looks and responds just like everyone else?

Contact Center 82

Contact Center Competitive Advantage Employee Engagement Engagement 82

C3Centricity

AUGUST 20, 2017

Uncovering these are what will give you a clear competitive advantage. CPG (consumer packaged goods) companies on the other hand, frequently encourage their customers to buy more through promotions and discounts. ” To quote a comment in the excellent book Marketing Metrics, from the Wharton School Collection, by Paul W.

Innovation 120

Innovation Competitive Advantage Meeting Strategy 120

ChurnZero

MAY 10, 2019

Companies that give Customer Success revenue responsibilities have an average NPS score that is 27 points higher than those who do not. Customers Want Companies to Know the Value They are Expecting to Drive and Track that Value with Measurable Outcomes. The Company Needs to Align Around the Customer. Karen (@PVSKC) May 7, 2019.

Customer Success 74

Customer Success Technology Conference Competitive Advantage 74

Alliance by IFS

JULY 25, 2019

For the last 40 years, we’ve been helping more than 600 companies worldwide achieve higher levels of success through stronger, smarter use of technology. So please read on for our insights about how field service tech is evolving, and how your business can use the trends to establish and expand your competitive advantage.

Technology 66

Technology Competitive Advantage CRM Analytics 66

Bold360

APRIL 24, 2019

A study we conducted with Forrester Consulting found that organizations with a more advanced approach to CX, including leveraging omni-channel and AI technologies, see an increase in revenue and conversion at double the rate of other companies. We also set out to learn where most companies are today and help them improve their CX posture.

Omni-Channel 45

Omni-Channel Competitive Advantage Study Customer Engagement 45

Comm100

SEPTEMBER 22, 2016

This book is a crash course for leaders looking to enhance their company’s overall customer experience. Read these books to gain perspective on how other successful companies have delivered impressive and note-worthy customer service cultures. After all, customer loyalty is what will generate long-term revenue for your company.

Customer Service 100

Customer Service Case Study Gamification Culture 100

CCO Council

JUNE 24, 2014

Last week, I described recent research conducted by the CCO Council into the impact of the chief customer officer on company financials. It takes at least two years for the CCO''s activities to flow through the company and make a significant impact on top- and bottom-line results. Customer Centricity is a two-year investment.

Chief Customer Officer 85

Chief Customer Officer Customer Centricity Competitive Advantage Policies 85

Bob Hayes

DECEMBER 17, 2017

Artificial Intelligence: The Customer Experience Imperative - An understanding of customer metrics now, more than ever, requires the proper application of math and statistics that underlie such fields as artificial intelligence and machine learning. Download the complete 22-page white paper. What Must You Ask?

Analytics 46

Analytics Data Competitive Advantage Social Media 46

inQuba

JUNE 21, 2022

Conversational commerce has become a competitive advantage. inQuba has become the first company to offer a fully integrated WhatsApp and SMS omni-channel journey solution, ensuring seamless and positive customer experiences. Insufficient metrics to identify failure points in journeys. Download this buyers’ guide now.

Omni-Channel 52

Omni-Channel Retail Telecommunications Banking 52

Bob Hayes

DECEMBER 17, 2017

Artificial Intelligence: The Customer Experience Imperative – An understanding of customer metrics now, more than ever, requires the proper application of math and statistics that underlie such fields as artificial intelligence and machine learning. Download the complete 22-page white paper. What Must You Ask?

Analytics 40

Analytics Data Competitive Advantage Social Media 40

NobelBiz

MAY 16, 2023

Hosted contact centers allow companies with limited resources or those who simply want an easier way of running their business to benefit from many of the same features as larger organizations do when they invest in on-premise solutions. Let’s look at some of the most obvious competitive advantages.

Contact Center 52

Contact Center Customer Service Contact Center Software Call Center 52

NobelBiz

MAY 16, 2023

Hosted contact centers allow companies with limited resources or those who simply want an easier way of running their business to benefit from many of the same features as larger organizations do when they invest in on-premise solutions. Let’s look at some of the most obvious competitive advantages.

Contact Center 40

Contact Center Customer Service Contact Center Software Call Center 40

Service Untitled

OCTOBER 8, 2010

When asked if Ford might consider lifetime warranties, the company commented that longer warranties allow customers greater potential for abuse. Customer relationships are based on a company’s service especially in the auto industry. Companies can not take the customer for granted and need reliability and flexibility.

Loyalty 41

Loyalty Competitive Advantage Loyalty Programs Exercises 41

Comm100

MAY 19, 2020

Competitive advantages. Phone support is how companies have traditionally been there for customers, but it can be very costly – both in terms of toll charges and person-per-hour costs. Studies have shown time and time again that live chat helps to increase sales – and companies are reaping the benefits.

Competitive Advantage 279

Competitive Advantage eBook Report Loyalty 279

Grade.us

OCTOBER 1, 2019

It's not immediately obvious why reviews would be important to software companies. 75% of technology buyers use reviews during the evaluation state 70% of enterprise buying stakeholders are part of researching and evaluating options 60% of millennials at enterprise companies use reviews. Are they important?

Software 28

Software Social Media Competitive Advantage B2B 28

GetFeedback

DECEMBER 21, 2018

More and more, companies are recognizing just how much customer happiness impacts revenue , and they’re focusing on transforming their customer experience to meet modern expectations. In fact, according to Econsultancy’s Digital Trends 2018 report, 45% of companies cite content and experience management as their number one priority.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

ECXO

DECEMBER 26, 2023

Featuring common mistakes to avoid and key takeaways at the end of each chapter, it’s also accompanied by downloadable checklists and an interactive template to use in practice. The most successful companies adopt an Experience Mindset that strengthens both employee experience (EX) and customer experience (CX) at the same time.

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

Storyminers

JULY 6, 2020

At Storyminers, we are grateful for the acknowledgement, and we realize the real credit goes to the professionals on the front lines of the daily challenge to win support for the ideas that will positively change companies and deliver more value to customers. Thought leaders come in all shapes and sizes. Annette Franz. Arie Goldshlager.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

At Storyminers, we are grateful for the acknowledgement, and we realize the real credit goes to the professionals on the front lines of the daily challenge to win support for the ideas that will positively change companies and deliver more value to customers. Thought leaders come in all shapes and sizes. Annette Franz. Arie Goldshlager.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SmartKarrot

FEBRUARY 16, 2022

The problem of downloading multiple apps to use a service has been replaced with an easy-to-use interface free from complex installations. Knowing these trends will help you gain a competitive advantage and stay ahead of the pack in your business decisions. Top 30 SaaS Influencers You Need to Follow in 2022. Aaron Levie.

Social Media 10

Social Media B2B Software Sales 10

inQuba

APRIL 4, 2023

Companies that prioritize Customer Experience are finding success, while those that neglect it are struggling to keep up. These trends are not only changing the way companies approach CX, but they are also helping businesses better understand their customers and deliver exceptional experiences. Are CX metrics enough, though?

Trends 52

Trends Customer Journeys Customer Centricity Metrics 52

AWS Machine Learning

DECEMBER 20, 2022

AWS no-code low-code (LCNC) data and AI services enable nontechnical teams to perform the initial data screening, prioritize data onboarding, accelerate time-to-insights, and free valuable technical resources—creating an enduring competitive advantage. All datasets used for this use case are published in AWS Data Exchange.

Analysis 99

Analysis Financial Effort Score Data 99

AWS Machine Learning

DECEMBER 1, 2023

By predicting loan defaults more accurately, the model can help a financial services company manage risk, price loans appropriately, improve operations, provide additional services, and gain a competitive advantage. Download this dataset and store this in an S3 bucket of your choice.

Effort Score 87

Effort Score Data Tools Return on Investment 87