Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

Experience Investigators by 360Connext

JULY 11, 2023

Organizations are increasingly recognizing the importance of delivering exceptional customer experiences. However, many customer experience (CX) initiatives fall short of achieving their desired outcomes due to a lack of proactive leadership and strategic planning. “We’re going to be customer-centric ! .

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110

Horizon CX

APRIL 1, 2024

Organizational Growth Through CX Maturity Introduction In today’s competitive landscape, delivering exceptional customer experiences isn’t just a goal; it’s a necessity for sustained success. What is Customer Experience Maturity? There are various CX maturity models, but they share some common characteristics.

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. Jack Welch believed in people – employees AND customers. Control your own destiny or someone else will.

Customer Centricity 181

Customer Centricity Leadership Competitive Advantage Sports 181

InMoment XI

FEBRUARY 2, 2024

In the rapidly changing consumer market, the highest customer-rated Integrated CX company, InMoment, took a bold and proactive approach. By responding to over 95% of negative reviews, their company guarantees that customer concerns are not just heard but addressed; the art of engaged, active listening.

Hospitality 260

Hospitality Call Center Retail NPS 260

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. Customer Cartography: Where to Begin. “We

Customer Journeys 529

Customer Journeys Examples Net Promoter Score Touchpoint 529

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

SurveySensum

AUGUST 1, 2023

Building Lasting Connections: The Power of Customer Loyalty in Retail In today’s fast-paced and crazy competitive retail world, customer loyalty is like the secret sauce for staying ahead of the game. But, let’s be real, building and nurturing customer loyalty in retail isn’t a walk in the park.

Retail 52

Retail Loyalty Connections Loyalty Programs 52

Kayako

SEPTEMBER 14, 2018

If you take a look at Kayako’s website and blog, it’s obvious that we know live chat customer support is a big difference-maker for businesses large and small. But the biggest takeaway from our study isn’t a particular statistic—it’s that live chat (when done right) has the power to drive sales and boost customer loyalty.

Loyalty 180

Loyalty Sales Competitive Advantage Ecommerce 180

Lumoa

NOVEMBER 7, 2022

And just like these new phrases have become commonplace now, new customer experience trends are popping up as well. Not only has the world changed, but technology has improved, and companies have been finding new ways to provide customers with a great experience. That’s because it works.

Trends 208

Trends Customer Experience Competitive Advantage Customer Insights 208

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

InMoment XI

FEBRUARY 1, 2024

Understanding customer and employee sentiment is more than just a competitive edge—it’s essential, with companies in every industry and sector focusing resources on comprehending it. It offers a deep understanding of customer and employee feedback, transforming complex data into clear and actionable insights. Data is gold.

Analysis 260

Analysis Analytics Social Media Loyalty 260

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? Published on: November 08, 2017. I am going to focus on four of them here.

Customer Centricity 96

Customer Centricity How To Self Service Chief Customer Officer 96

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

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. Find customer insights about “the how”.

Customer Centricity 74

Customer Centricity Marketing Competitive Advantage Customers 74

Lumoa

NOVEMBER 10, 2021

The relationship between businesses and their customers is changing. As companies increasingly pivot towards providing online interactions, it’s essential for your business to keep the customer experience in mind. You can accomplish this feat by focusing on your customer experience design. What is Customer Experience Design?

Customer Experience Design 208

Customer Experience Design Customer Experience Customer Journeys Touchpoint 208

VDS

MAY 13, 2020

When it comes to evolving customer expectations, companies cannot meet the needs of customers today with what worked in the past. A decade ago, customers expected decent service at a fair price. Just as important as all of this, most customers did not grow up with cell phones in their back pockets. Wise words.

Customer Centricity 81

Customer Centricity Contact Center Social Media Omni-Channel 81

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

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

Thematic

APRIL 17, 2024

Customer Experience Analytics (CXA) is your key to unlocking the true reasons behind their choices and experiences. Our own customers have gained huge financial benefits through effectively analyzing customer data to improve customer experiences. What is Customer Experience Analytics? Here's why.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

Customer Experience Analytics (CXA) is your key to unlocking the true reasons behind their choices and experiences. Our own customers have gained huge financial benefits through effectively analyzing customer data to improve customer experiences. What is Customer Experience Analytics? Here's why.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

Customer Experience Analytics (CXA) is your key to unlocking the true reasons behind their choices and experiences. Our own customers have gained huge financial benefits through effectively analyzing customer data to improve customer experiences. What is Customer Experience Analytics? Here's why.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Win the Customer

SEPTEMBER 5, 2023

But beyond personal connections and entertainment, social media has also revolutionized the world of customer service. In this blog post, we’ll explore why social media customer service is so important and why businesses should prioritize it. Customers expect prompt responses to their inquiries, complaints, or feedback.

Social Media 59

Social Media Customer Service Competitive Advantage Entertainment 59

Thematic

MARCH 27, 2024

A focus on customer acquisition often overshadows the vital task of retention. A shocking 66% of consumers end relationships with companies due to poor customer service. This highlights a disconnect: Customers crave positive experiences, yet businesses sometimes must listen proactively. What is customer churn?

Effort Score 62

Effort Score Analysis Feedback Net Promoter Score 62

Doug Leather

APRIL 23, 2014

I am a firm believer and supporter of ‘sustainable enterprise’ – I also have this expectation that if a business can balance financial, social and environmental issues then surely they should add ‘customer experience’ to the list? Your thoughts?

Customer Centricity 46

Customer Centricity Competitive Advantage Government Customer Relationship Management 46

SurveySparrow

JULY 26, 2023

Do you want to learn more about the wants and needs of your customers? Want to match customer expectations with your business strategies? In that case, you must adopt the Voice of Customer (VOC) solution. Think of VOC as a secret decoder ring that unlocks the minds of your customers. We’ve got you covered.

Voice of Customer 52

Voice of Customer Social Media Customer Journeys Competitive Advantage 52

TechSee

APRIL 10, 2019

In the highly competitive telecom industry, customer experience is a critical factor in building and maintaining a competitive advantage. A recent report by Forrester takes this concept one step further by proving that improving customer experience in telecoms delivers a boost to all KPIs. Drive long-term loyalty?

Customer Experience 154

Customer Experience Strategy Customer Centricity Omni-Channel 154

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. How to overcome those challenges?

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

CloudCherry

SEPTEMBER 19, 2018

Social media, online reviews, product ratings—these platforms have transformed into the customer’s soapbox, empowering them to speak freely about a brand’s strengths and faults. Organizations eventually picked up on its impact, focusing now on creating delightful customer experiences for all who walk through their doors. Reduced costs.

ROI 256

ROI Financial CEM Metrics 256

Blake Morgan

AUGUST 4, 2023

But with all the options, the wisest choice for companies is to use a speakers bureau to find a customer-experience keynote speaker. Customer Experience is a Hot Topic Because it Matters Customer experience has been on the rise in recent years. Why is customer experience such a hot topic for modern business leaders?

Customer Experience 52

Customer Experience Competitive Advantage Customer Centricity Case Study 52

SurveySparrow

JUNE 28, 2023

In the competitive landscape of today’s business world, the success mantra that resonates among most thriving companies is the strategy of providing a personalized customer experience.This concept is rooted in the understanding that every customer is unique, with their own set of preferences, behaviors, and past interactions.

Industry 52

Industry Tips Customer Experience Healthcare 52

Doug Leather

MARCH 11, 2014

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!”. The most important stakeholder in almost all cases is the customer.

Customer Centricity 60

Customer Centricity Measurement Net Promoter Score Effort Score 60

CloudCherry

SEPTEMBER 19, 2018

Social media, online reviews, product ratings—these platforms have transformed into the customer’s soapbox, empowering them to speak freely about a brand’s strengths and faults. Organizations eventually picked up on its impact, focusing now on creating delightful customer experiences for all who walk through their doors. Reduced costs.

ROI 225

ROI Financial CEM Metrics 225

SurveySparrow

JUNE 28, 2023

In today’s highly competitive business landscape, providing exceptional customer experiences has become crucial for long-term success. Understanding what customer experience optimization entails and implementing effective strategies can significantly impact customer satisfaction, loyalty, and ultimately, business growth.

Customer Experience 52

Customer Experience Customer Journeys Net Promoter Score Customer Centricity 52

Comm100

FEBRUARY 10, 2022

What started with Netflix’s sophisticated Machine Learning recommendation algorithms customized to every users’ preferences has now become the buzz in customer service and support. Why does personalized customer service matter? – It earns you loyal customers and boosts retention.

Self Service 130

Self Service Customer Service Strategy Chatbots 130

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. Stay with me.

Competitive Advantage 14

Competitive Advantage B2B Customer Success Company 14

SurveySparrow

JULY 13, 2023

In today’s customer-centric world, understanding your audience’s needs, expectations, and experiences is the cornerstone of success. Read on to discover how you can craft a powerful VoC strategy, placing your customers at the forefront of your business decisions and steering your organization towards growth and success.

Strategy 52

Strategy Social Media Competitive Advantage Analysis 52