Customer Service: The Competitive Advantage [Video]

Who's Your Gladys?

Ready to strengthen your competitive advantage through customer service? The post Customer Service: The Competitive Advantage [Video] appeared first on Who's Your Gladys? Customer Service Lori Jo Vest Marilyn Suttle Taming Gladys competitive advantage Terry Brock

Another Competitive Advantage: Uniqueness

ShepHyken

Because this dog is a metaphor for a competitive business success strategy , which is uniqueness. This is your competitive differentiator. The big uniqueness question is, “Why should a customer buy from you over your competition?” Business Strategy. Not all hotdogs are the same.

Competitive Advantage and Marketing’s 5Ps

C3Centricity

All businesses want to be competitive, and yet too many lose out by forgetting some simple elements of modern marketing. A recent experience of mine in a Peruvian bank made me realize how Swiss banks, and many others, could be more competitive and customer centric. The post Competitive Advantage and Marketing’s 5Ps appeared first on C3Centricity

It’s Time to Make Customer Service Your Competitive Advantage

Kayako

Make Customer Service Your Competitive Advantage. What are your biggest barriers to transforming customer service into your competitive advantage? One of the biggest misconceptions is that customers value brief moments of extraordinary delight over quick and easy help.

Turning customer experience into competitive advantage

Eptica

Date: Wednesday, October 25, 2017 Turning customer experience into competitive advantage. At a time when competition is ever-increasing, the experience that consumers receive is central to attracting and retaining their business, and therefore to the company bottom line.

4 questions with TUI about how VoC gives them a competitive advantage

ForeSee

The post 4 questions with TUI about how VoC gives them a competitive advantage appeared first on ForeSee. Niya Noneva is a customer experience advocate for TUI Group, a vacation and travel booking company based in Europe, who recently sat down with ForeSee to talk about the value.

Driving Competitive Advantage through Voice of the Customer

MaritzCX

Together with price and product, customer voice has become the accepted third tool that top companies use to beat out the competition. These companies are doing more than merely measuring customer satisfaction or driving marketing campaigns. They are using customer feedback to drive change among their many business units. Read on for some specific examples

Driving Competitive Advantage through Voice of the Customer

MaritzCX

Together with price and product, customer voice has become the accepted third tool that top companies use to beat out the competition. These companies are doing more than merely measuring customer satisfaction or driving marketing campaigns. They are using customer feedback to drive change among their many business units. Read on for some specific examples

Customer Engagement Leads to Competitive Advantage for B2B Companies, Says New Study

CSM Magazine

Other benefits highly rated by respondents include enhanced revenue, improved customer advocacy, expanded market share and competitive differentiation.

Five Customer Service Must-Do’s For 2018

ShepHyken

It got me thinking about the actions we must take to be competitive. With that in mind, I’d like to share five customer service tips every business must do to stay competitive in 2018: Embrace the changing expectations of your customer: This one I’ve touted every year.

Strike One and You’re Out! Five Ways to Ensure Your Customer Service Is a Hit

ShepHyken

They know what good customer service is and they aren’t just comparing you to your direct competition. Customer service is your competitive advantage. App Customer Experience Customer Service Culture bad customer service competitive advantage customer service strategies

The Secret to Strong Competitive Advantage: Tilt Towards Customer Experience - Frank Reactions

Tema Frank

There’s no question that when customers can spread unhappiness with your company around the globe in minutes, you’ve got to … Continue Reading → The post The Secret to Strong Competitive Advantage: Tilt Towards Customer Experience appeared first on Frank Reactions. Time To Tilt Toward Customers We keep hearing about how companies have to be more customer-centric in the digital era.

HaiDiLao Cooks The Competition With Memorable Customer Service

Forrester's Customer Insights

How to differentiate your brand in highly competitive markets, especially when competitors promptly copy anything that works? Learn from HaiDiLao, China’s most popular chain of hot-pot restaurants. HaiDiLao evokes positive emotions from customers with memorably crafted human interactions.

What is Customer Experience?

Avaya

Customer experience is now the single greatest driver of organizational growth, competitiveness and revenue … but what exactly is it? Customer Engagement Avaya company values competitive advantage customer retention Customer Satisfaction employee engagement

New REPORT: Leading the Thought Paradigms in Future of Work

Natalie Petouhof

It is already driving massive innovation and become an opportunity for competitive advantage. A new way for companies to keep ahead of market trends and gain a competitive advantage is to pay attention to the things thought leaders are saying on social networks. Tweet.

Avoiding the Failure Chasm: Gaining The Most Value Possible From Digital Transformation

Natalie Petouhof

Growing the competitive advantage; as the Blue Ocean Author’s would say, you’ll want to create new, uncontested market spaces making the competition irrelevant. Tweet Whether you are a CEO, a CIO, a CTO, a CMO or the head of Customer Experience, Customer Service or Digital Transformation, you know software can be an amazing invention. It can be part of the key to digitally transforming your businesses in so many ways.

The Future of Work: How Companies Are Building Cultures Worker’s Love #nytnewwork

Natalie Petouhof

Tweet Human Capital As a Key Competitive Advantage. Winning leaders have realized the value of a strong and effective culture as a crucial, competitive advantage. It is key to so many aspects of a business: growth, innovation, cost savings, new product development… There’s so much to learn about how the work place must change or companies will loose their competitive edge… Practical Research and Toolkits To Jumpstart Your Culture.

Customer Strategy Infographic

Doug Leather

It goes without saying that if your organisation pledges to become more customer-centric, you need to innovate your business model through a customer-centric lens.

A blended set of measures are critical for customer-centric operationalization

Doug Leather

What company doesn’t want to be customer-centric? It’s highly unlikely that any executive wakes up in the morning and makes a statement along the lines of – “Customer-Centricity is not important to us and we shouldn’t consider it!”.

Customer-Centricity! Oh, I’m Doing that Already!

Doug Leather

Yeah right! I had a really interesting discussion with a prospective client recently. He is the MD of a multi franchise vehicle business. Successful? – no doubt. Customer-Centric? – I don’t think so. Yet he was adamant he had ‘customer-centricity’ under control. They were busy hiring someone who was going to drive this initiative. This is a classic example of a refusal to admit to the current reality.

Customer Centricity = Sustainability = Customer Centricity = Superior Business Performance

Doug Leather

In a recently published article (MIT Sloan Management Review – How to Become a Sustainable Company)the authors point to a study that supports the view that ‘high sustainability’ companies significantly outperformed their counterparts over an 18 year period in terms of both stock market and accounting criteria, such as return on assets and return on equity. Also, stock market performance was higher and there was lower performance volatility.

Customer-Centricity = Blue Ocean Strategy

Doug Leather

Chan Kim and Renee Mauborgne, deals with the reality of companies long engaging in head-to-head competition in search of profitable growth. These companies have fought for competitive advantage, battled over market share and struggled for differentiation. In red oceans, industry boundaries are defined and accepted and the competitive rules of the game are well understood. Products become commodities and increasing competition turns the water bloody.

Customer-Centric Transformation a no-brainer: Check out why!

Doug Leather

I admit that I’m a customer-centric evangelist because quite frankly, how else can you build meaningful competitive advantage? I’m guilty! Customer-centricity is all about differentiation and it’s almost impossible to sustain differentiation around product, price and distribution footprint. But you can sustain differentiation around your customer knowledge, insights and understanding.

The Challenges of Implementing Customer-Centric Strategy – What creates the problem?

Doug Leather

Let’s face it. There is very little new about the concept of customer-centricity. There is however, plenty of room for improvement in both strategy and execution. What creates the problem? The traditional functional and product silo design of organisations creates serious problems. In these instances it’s almost impossible to operationalise around ‘the customer.’

Voice to Digital Transition

Jacada

Combining digital with voice could thus give your center a competitive advantage. How digital can enhance traditional voice communication. While an increasing number of customers are moving to digital channels, voice remains extremely popular.

[CHEAT SHEET] How to Get Your C-Suite to Buy-In to the Customer Experience

iPerceptions

Customer Experience has now become one of the primary competitive advantages on which many companies strive to gain the upper hand in their industry. Customer Experience

Omni-channel Feedback in an Omni-channel World

MaritzCX

Empowered customers are disrupting every industry; competitive barriers like manufacturing strength, distribution power and information mastery no longer create competitive advantage. In this age of the customer, the only sustainable competitive advantage is knowledge of and.

Omni-channel Feedback in an Omni-channel World

MaritzCX

Empowered customers are disrupting every industry; competitive barriers like manufacturing strength, distribution power and information mastery no longer create competitive advantage. In this age of the customer, the only sustainable competitive advantage is knowledge of and.

Buddy. You’d better build a better bot

Jacada

The proliferation of ‘Chat Bots’ or Virtual Agents has rapidly created a new frontier of competitive advantage, or one that carries with it severe penalties. If your Bot or VA just isn’t good enough, sure as eggs is eggs, your customers will drop you. Read More. Jacada Blog

4 Technology Trends set to Improve Customer Experience in 2017

Jacada

As customers have more alternatives than ever, the businesses that win the battle of customer service gain a clear competitive advantage. There's no denying the fact that customer service is critical to any business.

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Realizing the Value of Executive Alignment Around CX

MaritzCX

Today, the customer experience (CX) has become the competitive battleground and differentiator for all businesses. By delivering a consistent, memorable experience, companies can create a competitive advantage that.

Buddy. You’d better build a better bot

Jacada

The proliferation of ‘Chat Bots’ or Virtual Agents has rapidly created a new frontier of competitive advantage, or one that carries with it severe penalties. If your Bot or VA just isn’t good enough, sure as eggs is eggs, your customers will drop you. Read More. Jacada Blog

[Webinar] How to Stop the CSat Nosedive with Chat

Comm100

We’ll share how the best companies are using chat to provide an exceptional customer service experience as a competitive advantage. If you haven’t yet seen our 2018 Live Chat Benchmark Report, now’s the time to join our live webinar on March 28, 2018 and take a look.

4 Ingredients of a Successful Customer Experience Program

iPerceptions

Customer Experience is now one of the main competitive advantages that companies strive to obtain over their competitors, and is only gaining steam in recent years. The secret is out. Case in point, Econsultancy recently found that “optimizing the customer experience” was the single most exciting opportunity among marketers and ecommerce professionals in 2017. Customer Experience

My Sort-Of-Fictional-But-Really-Based-On-Reality Conversations With B2B Marketers About Insights

Forrester's Customer Insights

Despite acknowledging that insights-driven firms pack competitive advantage into every decision, marketers give me good reasons every single day that they can’t quite rise to the level of insights they want to.

Five Customer Experience Blogs You’ve Got to Follow

UJET

Customer experience is one of the largest competitive advantages for businesses today. With tons of knowledge and great minds to learn from, choosing where to focus your time can be a daunting task. But we have some good news: we’ve put together a list of five CX blogs you can follow to kick off the new year with great content delivered right to your inbox. Check them out below! Customer Support Customer Experience

Accelerate CX Innovation with an Open Development Platform

inContact

Improving customer experience (CX), and even making it a competitive advantage, is key. Advantages of the Cloud Call Center Best Practices Customer ExperienceIf you are a software developer then you’re familiar with the adage “code once, use everywhere”. Code reuse saves time.

Why You Need to Adopt Data Science and Machine Learning in your Customer Experience/Success Program

Bob Hayes

A study of 80+ companies showed that analytical leading companies (those who use analytics to gain a competitive advantage), more so than analytical lagging companies, leverage their data differently. Download the free 22-page white paper by clicking the image.

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The CX topic we need to address more

Customer Bliss

And one of their competitive advantages is operational efficiency and distribution. As I’ve been doing more episodes of my customer experience podcast , I’m increasingly hearing more stories about omni-channel collaboration and experiences. I love that.

Tools 326

Getting Inside the Mind of the Finicky Customer

MaritzCX

But as important, the stronger your competitive advantage will become. The more you know about your customers over time, the better and more relevant your marketing, products, and service will become to those customers.