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. For example, studies have shown that almost 60% of customers that call into support centers are not willing to wait on hold for longer than one minute.

Competitive Advantage 52

Competitive Advantage Effort Score Return on Investment Resources 52

InMoment XI

FEBRUARY 2, 2024

Studies have shown that companies that engage with customer feedback can see up to a 5-10% increase in customer retention rates. A Harvard Business Review study found that a 12-point increase in NPS leads to a doubling of a company’s growth rate. Responding to both positive and negative feedback can’t be overstated enough.

Hospitality 260

Hospitality Call Center Retail NPS 260

Horizon CX

APRIL 1, 2024

Back in 2015, MaritzCX conducted a revealing study that shed light on the state of CX maturity across industries. According to a Bain study, while a striking 80% of business leaders believe their organization delivers a superior customer experience, only a mere 8% of their customers share the same sentiment.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

Horizon CX

DECEMBER 1, 2023

Zappos: Customer Service Excellence as a Competitive Advantage Alignment with Strategic Goals: Zappos, an online shoe and clothing retailer, aligns its CX strategy with its strategic goals by prioritizing exceptional customer service. A few references to consider are among the following.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

CX University

SEPTEMBER 18, 2018

A 2005 study concluded that work engagement is linked to performance and customer loyalty (Salanova, Agut & Peiró, 2005). Even a brief study of our work will also hopefully help you brainstorm for your own employee engagement initiatives. Four Employee Engagement Strategies that Deliver Competitive Advantage.

Employee Engagement 211

Employee Engagement Engagement Case Study Strategy 211

CSM Magazine

FEBRUARY 16, 2016

The study, conducted by Forbes Insights in association with ServiceSource , reveals that respondents with the highest levels of RLM maturity are 46 percent more likely to be market leaders in customer revenue growth and 36 percent more likely to be market leaders in profitability than RLM laggards.

Competitive Advantage 40

Competitive Advantage Study B2B Customer Engagement 40

Think Customers

MAY 24, 2016

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.

Study 73

Study Customer Experience Competitive Advantage Survey 73

Lumoa

NOVEMBER 7, 2022

2 Companies are using CX to create a competitive advantage Customers have more options than ever before. To stay relevant, companies are using CX to create a competitive advantage. One way to ensure your company stands out from the competition is by personalizing the customer experience.

Trends 208

Trends Customer Experience Competitive Advantage Customer Insights 208

Optimove

JANUARY 31, 2019

In this space, the most effective form of social proof is case studies. Regardless of the “why,” sharing case studies with prospective clients is an essential part of every sale process. These in-depth studies reveal the services’ vital components what brands stand to gain by investing in you. It makes perfect sense.

Case Study 40

Case Study Study Competitive Advantage Conference 40

InMoment XI

FEBRUARY 23, 2024

Market segmentation is a research strategy that separates different consumers in order to study their preferences, needs, and perspectives in order to optimize business practices, products, and experiences. Prioritize segments that offer the greatest potential for business success and competitive advantage.

Marketing 260

Marketing Customer Experience Return on Investment Analysis 260

ImprintCX Articles

NOVEMBER 27, 2023

According to a 2021 Qualtrics study, only 28% of marketing, brand, and CX leaders have processes allowing their brand strategy to feed into CX design and delivery. Aligning your customer experience with your brand promise leads to customer advocacy and competitive advantage.

Brands 52

Brands Customer Experience Competitive Advantage Customer Centricity 52

AskNicely

APRIL 4, 2018

In other words, having a scalable mechanism for real-time customer feedback is not just important, it’s essential to their business model and their competitive advantage. To learn more about how Fleetio used AskNicely to drive a customer-obsessed culture, read the full case study. Get the Case Study.

Net Promoter Score 150

Net Promoter Score Feedback Case Study Competitive Advantage 150

GetFeedback

NOVEMBER 7, 2019

A 2018 study by Marketing Dive showed that 75% of Gen Z shoppers (those between the ages of 18 and 25) turn to eCommerce to make most purchases. However, the same study provides interesting paradox—of those same Gen Z shoppers, 65% prefer to “touch and feel products before making a purchase.”. Try us out for free today.

Ecommerce 249

Ecommerce Social Media Competitive Advantage Study 249

Kayako

SEPTEMBER 14, 2018

Our study of 500 consumers and businesses proves it. 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. Our study turned up one piece of data that I find the most intriguing. Live Chat is Your Competitive Advantage.

Loyalty 180

Loyalty Sales Competitive Advantage Ecommerce 180

Team Support

MAY 31, 2023

Chatbots are fast becoming part of the digital core of tech tools that companies utilize as a secret weapon to increase their competitive advantage in the customer service arena. In fact, one study shows that 73% of consumers consider the quality of the customer experience to be an important factor in making a purchase decision.

Chatbots 98

Chatbots Customer Service Competitive Advantage Self Service 98

Bob Hayes

MARCH 22, 2021

A few years ago, I conducted a study by asking data professionals about their data science experience; I basically applied data science to the field of data science. What specific DS and ML practices will help give companies a competitive advantage? Which industries are excelling? What are the best practices in DS and ML?

Survey 120

Survey Data Competitive Advantage Analytics 120

West Monroe

APRIL 17, 2024

An even more critical and overlooked area of focus is culture: the behaviors manufacturers expect from employees to drive differentiation and competitive advantage. What behaviors do we need to recruit for to leverage culture as a competitive advantage in our employer brand/employee value proposition?

Leadership 59

Leadership Culture Competitive Advantage Study 59

ECXO

MARCH 5, 2024

By focusing on the customer, encouraging innovation, reducing risk, promoting collaboration, and providing a competitive advantage, Design Thinking can significantly enhance the outcome of digital transformation initiatives, leading to improved customer experience and business success.

Customer Centricity 91

Customer Centricity Competitive Advantage Innovation Customer Journeys 91

ECXO

JUNE 11, 2023

With their 1998 Harvard Business Review article “Welcome to the Experience Economy” (and 1999 book), Joe Pine II and James Gilmore introduced the term Customer Experience as the next competitive battleground. Since then, customer experience has become ‘institutionalized’ as a key domain to generate sustainable competitive advantage.

Customer Experience 115

Customer Experience Customer Centricity Competitive Advantage Government 115

Customer Bliss

JUNE 28, 2018

Powers North America Airline Satisfaction Study. Airlines that take this information and embrace the standards in my newest book, Would You Do that to Your Mother , can gain a competitive advantage by finding ways to boost customer loyalty and raise overall customer experience.

Airlines 135

Airlines Industry Competitive Advantage Travel 135

Lumoa

JULY 17, 2023

It is no longer a competitive advantage but a necessity. Companies must be able to adapt to a dynamic market environment in order to stay competitive and retain customers. There are many studies that highlight consumers’ rising expectations regarding service quality.

Customer Experience 208

Customer Experience Strategy Self Service Chatbots 208

Vonage

MAY 25, 2016

With revenue being transferred between companies at such an alarming rate, the study highlights the considerable impact that customers have on a business’s success. How to future-proof your contact center technology and find your competitive advantage. Related Posts Create a vision for your customer service education.

Poor Customer Service 159

Poor Customer Service Infographics Competitive Advantage Customer Service 159

Bob Hayes

SEPTEMBER 18, 2017

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., Creating a Competitive Advantage with Analytics. conduct in-depth studies and employ customer data platforms).

Analytics 113

Analytics Loyalty Data Competitive Advantage 113

Blake Morgan

JANUARY 20, 2022

On her blog, Denise shares insights and case studies from big brands. . On his Win the Customer blog, CX and customer service expert Flavio shares practical tips for companies of all sizes to turn CX into a competitive advantage. . Joseph shares case studies and principles from top brands. . Donna Weber . Jay Baer .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

Helpt

FEBRUARY 27, 2023

According to a study by McKinsey & Company , companies that invest in automation technologies and digital tools can increase productivity by up to 30%. According to a study by Deloitte , outsourcing IT support can result in cost savings of up to 40%. This can lead to increased output and a more productive workforce.

Competitive Advantage 52

Competitive Advantage Exceptional Customer Service Customer Satisfaction Loyalty 52

CloudCherry

APRIL 22, 2019

This means using psychology to aid your business in gaining a competitive advantage when it comes to retaining consumers’ loyalty and trust. This was proven in a 1993 study by two psychologists from Texas Tech University.

Strategy 186

Strategy Competitive Advantage Loyalty Retail 186

Bob Hayes

NOVEMBER 5, 2017

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. In this post, I will present some of the results of that study, focusing on the adoption of research practices (e.g.,

Competitive Advantage 101

Competitive Advantage Data Customer Experience Analytics 101

Bob Hayes

NOVEMBER 5, 2017

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. In this post, I will present some of the results of that study, focusing on the adoption of research practices (e.g.,

Competitive Advantage 94

Competitive Advantage Data Customer Experience Analytics 94

Inbenta

JANUARY 13, 2020

Chatbots are known for their benefits on customer experience and relation, here are some examples of how a chatbot can help boost your e-commerce site and create a competitive advantage. A Zendesk study shows that 81% of customers try to take care of their own problem before reaching out to support channels.

Chatbots 109

Chatbots e-support Competitive Advantage Study 109

AskNicely

OCTOBER 10, 2018

Christensen’s now famous Harvard Business Review study on McDonald’s milkshakes is a perfect example of how customer feedback can help brands better understand what their customers’ jobs-to-be-done are. Adopt customer feedback to stand out and create a competitive edge. Connected happy customers are your competitive edge.

Feedback 150

Feedback Brands Net Promoter Score Competitive Advantage 150

GetFeedback

JANUARY 12, 2020

About eight out of ten business leaders say they want to “improve” the customer experience (CX) to be more competitive. In CustomerThink’s recent study of 200+ CX initiatives, 74% agreed: “By 2020, customer experience will overtake price and product as the key brand differentiator.”. And for good reason. A trade-off exercise.

Customer Journeys 221

Customer Journeys How To Touchpoint Airlines 221

BirdEye

JULY 10, 2023

Brands can carve out a distinctive competitive advantage, enhancing product development and delivering more compelling solutions than their rivals. Company websites Your competitors’ websites are data-rich sources of usable competitive intelligence. What do you mean by competitive intelligence?

Social Media 94

Social Media Competitive Advantage Analysis Financial 94

GetFeedback

MARCH 20, 2019

According to a study conducted by Bain and Company , while 80% of companies say they’re customer-centric, only 8% of customers agree. In fact, according to the Gartner group , great customer experience is a major competitive advantage—with more than two-thirds of marketers saying their companies compete mostly on the basis of CX.

Customer Voice 210

Customer Voice Net Promoter Score Customer Centricity Competitive Advantage 210

Talkdesk

FEBRUARY 21, 2020

Instead of focusing on the technology part and how it can be a competitive advantage, strategic-thinking companies pursue a holistic, piece-by-piece transition that covers all aspects of an organization, including people, culture, security, compliance and others.

Competitive Advantage 68

Competitive Advantage How To Study Culture 68

ClearAction

FEBRUARY 13, 2023

Strategic impact means you’re creating competitive advantages for your enterprise. It includes a 29-minute video and handbook with case studies, true-false quiz, easy slide image navigation to revisit any specific point, and template for internal discussion and application. It’s indisputable, enduring value.

Sports 71

Sports Customer Experience Handbook Case Study 71

NICE inContact

SEPTEMBER 30, 2019

Hiring remote workers can be a competitive advantage for companies, especially contact centers. Stanford University conducted a two-year study where they surveyed 500 remote workers and those who worked in a conventional workplace. Business in 2019 looks dramatically different than it did 30 years ago.

Contact Center 136

Contact Center Gamification Call Center Competitive Advantage 136

Bob Hayes

APRIL 22, 2021

A few years ago, I conducted a study by asking data professionals about their data science experience; I basically applied data science to the field of data science. What specific DS and ML practices will help give companies a competitive advantage? Which industries are excelling? What are the best practices in DS and ML?

Data 71

Data Competitive Advantage Analytics Survey 71