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.

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

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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.

Stop Building Your Competitive Advantage and Start Building Your Customer Advantage

Amity

Competitive Advantage isn’t Sustainable. The competitive advantages businesses have developed to serve customers in the past are neither competitive nor advantageous today. Customer Advantage Focuses on Customer Outcomes.

Stop Building Your Competitive Advantage and Start Building Your Customer Advantage

Amity

Competitive Advantage isn’t Sustainable. The competitive advantages businesses developed to serve customers in the past are neither competitive nor advantageous today. The challenge now lies in identifying what advantages are needed to win customers today.

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

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.

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.

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.

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.

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.

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

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

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.’

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.

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.

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.

Data Commercializers Do It Differently: It’s Best To Be Prepared

Forrester's Customer Insights

Data fuels innovation, and having that unique data point (or “alt data”) brings incremental value and competitive advantage. We know that the data economy is going to be huge.

Are you a CX leader? Take our Quiz

Customer Interactions

Customer experience is the new competitive battlefield for companies. It’s proving to be the only durable competitive advantage. That’s why businesses are shifting their attention from differentiation based on product or pricing toward overall customer experience

CMO Perspectives, (18th August, 2015)

Customer Interactions

Even in the throes of summer vacations the web is ripe with great content to fill this week’s CMO Perspectives, including a great piece from Brian Solis with his 5 takeaways to make customer experience a competitive advantage. Enjoy

CX Journey™ Musings: Customer Experience is the Next.

CX Journey

battlefield, competitive battleground, competitive advantage, competitive frontier, marketing, [fill in the blank]." Ironically, I came across a report from two years ago that said that in two years (like, now) it would be the competitive advantage.

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 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.

[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

Employee Engagement Shaping Call Centers

Customer Interactions

Contact centers that are always on the lookout for new tools and resources can hold a powerful competitive advantage. Preparing for the New Year is a great opportunity to join their ranks and explore industry trends. Employee engagement is a top-of-mind concern for many organizations, and improving it should be on your to-do list. Employee engagement has been proven to add tremendous value to organizations, and ongoing developments are pushing its benefits further than ever before

Customer is King. Or is it?

Calabrio

Enlisting a CCO can be a competitive advantage that ensures your customers’ voices are heard at the highest level. We all know companies who claim their customer service is first-rate and that they put the customer first.

Are You a Customer Experience Leader?

Customer Interactions

Customer experience is the new competitive battlefield for companies. It’s proving to be the only durable competitive advantage. That’s why businesses are shifting their attention from differentiation based on product or pricing toward overall customer experience

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!”.

Using Customer Journey Maps as a Strategic CX Tool

Peppers and Rodgers

First and foremost, it needs to decide to become a Customer Experience Brand - that is to see the customer experience as central to differentiating and creating competitive advantage. Customer centricity is an elusive goal.

The Vendor Experience: Why You Should Want More

Calabrio

Customers want brand interaction to be seamless and easy, and brands know that they risk losing their competitive advantage if they fail to deliver. Providing the best customer experience possible is at the top of every company’s priority list.

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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.

3 Ways Retailers Can Improve Customer Experience With Their Contact Center

Calabrio

There are long hours, narrow margins, heavy competition and the threat of loss at every turn. Below are three ways you can use your contact center to your competitive advantage. No one ever said working in retail was easy.

Key Factors to Improving Employee Engagement in Field Service

Astea

In order for businesses to gain competitive advantages, employee engagement has to be based on performance, scored continually throughout the organization and powered by innovative technology.

Preparing for the Connected Customer

Astea

In fact, mobility alone is no longer a competitive advantage; it’s basic table stakes when it comes to meeting customer service expectations. “If Competitive advantage. Mobile technology has become a part of the everyday lives of most customers, which has created a massive shift in customer expectations when it comes to service.

Study: What CEOs Really Think About Customer Experience

Think Customers

While some past studies have revealed a disconnect between the quality of the customer experiences the CEO believes a company delivers to its customers and what customers' actual perceptions are, a recent survey of CEOs finds that many chief executives view customer experience as the most effective opportunity for obtaining a competitive advantage.

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Customer Service Tips. The Secret of the Right Greeting

Provide Support

A kind greeting can become a competitive advantage for your business. Customer Service Tips. The first impression comes after the first greeting. Your customers like to be liked and to feel they are important.