Who's Your Gladys?

JULY 14, 2016

Ready to strengthen your competitive advantage through customer service? Terry Brock, CSP, CPAE asked us to reveal customer service success secrets from our bestselling book, Taming Gladys! The Busy Leader’s Guide to Creating Fierce Customer. Watch the video below (and share it with your team.)

Competitive Advantage 100

Competitive Advantage Video Customer Service Customers 100

The DiJulius Group

AUGUST 12, 2020

1. Feature Article The Best Way to Gain a Competitive Advantage Today By John DiJulius, Chief Revolution Officer COVID-19 is not changing the future, it is accelerating it. The post The Best Way to Gain a Competitive Advantage Today appeared first on The DiJulius Group. Read Full Article. Read Full Article.

Competitive Advantage 114

Competitive Advantage Groups Technology Training 114

GetFeedback

OCTOBER 10, 2016

It takes a personalized, customer-centric approach to capture the modern consumer's attention. That's why customer experience is the next frontier.

Competitive Advantage 195

Competitive Advantage Customer Experience Customer Centricity Consumers 195

C3Centricity

AUGUST 25, 2016

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. Banks could provide a more relaxing an agreeable way to stand in line.

Competitive Advantage 120

Competitive Advantage Banking Airlines Insurance 120

BirdEye

AUGUST 28, 2020

Issues that look glaringly obvious to a customer are often invisible to employees. Their secret: customer feedback. In this guide, we’ll explore the following: Why customer feedback is so crucial How you can get started with a winning customer feedback process How you can identify and fix operations issues. Here’s why.

Competitive Advantage 75

Competitive Advantage Feedback Net Promoter Score Hospitality 75

Kayako

JULY 19, 2016

One of the biggest misconceptions is that customers value brief moments of extraordinary delight over quick and easy help. But there is a harsh reality facing customer-centric businesses: any interaction with your support team is 4x more likely to drive customer disloyalty versus actually improving their experience.*.

Competitive Advantage 120

Competitive Advantage Customer Service Self Service Loyalty 120

GetFeedback

OCTOBER 10, 2016

It takes a personalized, customer-centric approach to capture the modern consumer's attention. That's why customer experience is the next frontier.

Competitive Advantage 150

Competitive Advantage Customer Experience Customer Centricity Consumers 150

InMoment XI

MAY 25, 2023

Customers are the lifeblood of any business, and providing them with a great experience can lead to increased loyalty, higher satisfaction, and improved brand reputation. It’s simple: every company needs customers, but what happens when there are so many brands to choose from? What Is Customer Experience Design?

Customer Experience Design 484

Customer Experience Design Customer Experience Customer Journeys Competitive Advantage 484

Oracle

NOVEMBER 9, 2020

Make sure to check back each week to learn how Oracle CX customers are driving success and building customer relationships that last. Let’s take a look at three ways the Markie finalists gained a competitive advantage through innovation. Quality customer data is everything. We’re all in agreement.

Competitive Advantage 76

Competitive Advantage Innovation Multi-Channel Banking 76

Hello Customer

MAY 19, 2021

Organizations have multiple touchpoints which define their level of customer centricity. Since it plays a critical role in defining the level of customer centricity within the organization it can’t be overlooked. Recently, many organizations saw peaks in demand for customer service and the requests never went down.

Competitive Advantage 98

Competitive Advantage Customer Care Customer Centricity Contact Center 98

TeamSupport

APRIL 26, 2019

Customer service is a concept that can mean many things to different businesses. At the heart of it all however, serving the customer is what keeps a business running. Gartner’s 2018 Customer Experience Survey found that two-thirds of a company’s competitive edge was predicated on the experience they delivered to their customers.

Competitive Advantage 55

Competitive Advantage Customer Service Self Service How To 55

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. The increasing emphasis on customer experience is being driven by three key trends: 1.

Competitive Advantage 56

Competitive Advantage Customer Experience Self Service Social Media 56

Experience Investigators by 360Connext

JULY 27, 2023

Certified Customer Experience Professional (CCXP) Jeannie Walters outlines foundational skills in key CX areas, like how to: identify your organization’s strategic vision for your customers; leverage tools, best practices, and techniques to deliver on your CX vision; achieve competitive advantage with superior customer experience.

Customer Experience 198

Customer Experience Competitive Advantage Customer Experience Professionals Customers 198

C3Centricity

MARCH 12, 2024

What is the cornerstone of sustainable growth and competitive advantage today? The answer is that a business can benefit from technology in this digital age to attract high-quality traffic and engage customers effectively. This data-driven strategy not only enhances user engagement but also keeps customers coming back for more.

Customer Engagement 226

Customer Engagement Engagement Competitive Advantage Entertainment 226

ShepHyken

JULY 20, 2016

It can be price, location, customer service, speed and any other feature or benefit that separates them from the other dealerships. The big uniqueness question is, “Why should a customer buy from you over your competition?” The answer is what gives you a competitive advantage worth exploiting.

Competitive Advantage 48

Competitive Advantage Sports Customer Service Training Training 48

InMoment XI

JULY 27, 2011

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.

Competitive Advantage 200

Competitive Advantage Customer Voice Customer Satisfaction Measurement 200

InMoment XI

JULY 27, 2011

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.

Competitive Advantage 200

Competitive Advantage Customer Voice Customer Satisfaction Measurement 200

InMoment XI

JULY 27, 2011

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.

Competitive Advantage 200

Competitive Advantage Customer Voice Customer Satisfaction Measurement 200

InMoment XI

AUGUST 3, 2023

Mastering unstructured data analytics is going to be key for any business wanting to improve the customer experience , and succeed in today’s business environment. While traditional customer feedback is a goldmine of insights that can drive business growth, a substantial portion of this valuable feedback lies in unstructured data.

Analytics 488

Analytics Customer Insights Data Social Media 488

Amity

AUGUST 22, 2016

Competitive Advantage isn’t Sustainable. Power has shifted from vendors to customers. Using everyday digital technology, customers have ready access to information, people, and resources. These empowered customers have higher expectations and lower loyalty than just a few years ago.

Competitive Advantage 57

Competitive Advantage Measurement System Technology 57

GlowTouch

APRIL 24, 2020

Share this entry Share on Facebook Share on Twitter Share on Pinterest Share on LinkedIn Share by Mail 7 Reasons Why Outsourcing Customer Support Can Give You a Competitive Advantage. In today’s rapidly changing marketplace, business executives often have to make tough choices when it comes to customer support strategy.

Competitive Advantage 52

Competitive Advantage Effort Score Return on Investment Resources 52

Kapta Customer Success

OCTOBER 31, 2022

You’ve got an hour with a top account but the customer execs bail on the meeting. Your relationships are shallow, the customer still doesn’t understand the value you are providing, and everyone walks away feeling dissatisfied. The problem--you aren’t giving customers what they want from these meetings.

Competitive Advantage 52

Competitive Advantage How To Meeting Interaction 52

Amity

NOVEMBER 14, 2013

Competitive Advantage isn’t Sustainable. Power has shifted from vendors to customers. Using everyday digital technology, customers have ready access to information, people and resources. These empowered customers have higher expectations and lower loyalty than just a few years ago. Lose Yourself , Eminem.

Competitive Advantage 73

Competitive Advantage Measurement System Customers 73

InMoment XI

SEPTEMBER 12, 2023

The Importance of CRM Databases in Competitive Analysis Customer Relationship Management (CRM) databases are essential tools for storing and tracking customer information, interactions, and sales history. These are areas where you have the opportunity to differentiate your business and gain a competitive advantage.

Analysis 260

Analysis Marketing Competitive Advantage Analytics 260

Feedbackly

MAY 28, 2020

In our previous post, we identified the common customer pain points whereas in this post we are solving customer pain points successfully. Conventionally, the.

Competitive Advantage 86

Competitive Advantage Customers 86

Qualtrics

DECEMBER 9, 2020

Over the last decade businesses and governments have introduced tools and initiatives that have established customer experience (CX) capabilities within their organization, such as voice of the customer programs and journey mapping. Iconic brands finding a competitive advantage with XM.

Competitive Advantage 32

Competitive Advantage Brands Government Financial 32

InMoment XI

FEBRUARY 14, 2024

It’s easy to fall into the trap of thinking that customer expectations are always changing, and you’ll never be able to keep up. However, all your customers want the same thing: to be able to interact with their brand on their terms. What is Omnichannel Customer Experience?

Omni-Channel 260

Omni-Channel Customer Experience Social Media Touchpoint 260

InMoment XI

MARCH 5, 2024

Any successful business knows that understanding their customers is key to success. The best way to do that is by being able to understand the vast amounts of unstructured data that come with customer interactions. Other examples of unstructured data sources include social media posts, call transcriptions, and customer reviews.

Data 260

Data Customer Experience Social Media Analysis 260

InMoment XI

JULY 13, 2023

The panelists shared valuable insights on embracing changes and putting customers at the center of their business. The discussion around preparation also highlighted the importance of assessing product alignment with target customers, the risks of non-compliance, and the benefits of adopting a customer-first approach.

Consumers 492

Consumers Financial Competitive Advantage Customer Centricity 492

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! Just like a hapless tourist, customers are eager to share details of their experience. However, first, you have to know where to look!

Analytics 208

Analytics Feedback Net Promoter Score Analysis 208

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

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. Hopefully, your business has more than one customer. If not, that’s okay because market segmentation isn’t primarily concerned with how many customers you have.

Marketing 260

Marketing Customer Experience Return on Investment Analysis 260

ForeSee

JUNE 20, 2016

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. The post 4 questions with TUI about how VoC gives them a competitive advantage appeared first on ForeSee.

Competitive Advantage 56

Competitive Advantage Travel Groups Customer Experience 56

Strikedeck

JUNE 15, 2021

Zsuzsanna Ferenczi, in an interview with Vincent Manlapaz, discusses how a business can take customer success to the next level. The post Competitive Advantage with a New Perspective: How Does it Lead to Continued Customer Growth?

Competitive Advantage 40

Competitive Advantage Customer Success Customers Customer Engagement 40

Strikedeck

JUNE 22, 2021

Zsuzsanna Ferenczi, in the second part of an interview with Vincent Manlapaz, discusses how a business can take customer success to the next level. The post Competitive Advantage with a New Perspective: How Does it Lead to Continued Customer Growth?

Competitive Advantage 40

Competitive Advantage Customer Success Customers Customer Engagement 40

Alida

SEPTEMBER 2, 2021

It shouldn’t be a surprise that customer experience (CX) is now a focus for many companies. In many industries, CX is the competitive advantage that differentiates winners from losers. According to Forrester, a small improvement in CX translates to millions of dollars in additional revenue per year.

Competitive Advantage 130

Competitive Advantage Customer Experience Customers Industry 130