BirdEye

MAY 30, 2023

In this article, we’ll tell you how to use competitive benchmarking to improve nearly every aspect of your business. Table of contents What is competitive benchmarking? Benchmarking is critiquing your performance against a standard. Competitive benchmarking works best when you earmark top companies for comparison.

Social Media 98

Social Media Analysis Metrics Advertising 98

InMoment XI

MARCH 25, 2024

By leveraging data-driven insights from predictive analytics, your company can foster meaningful connections with customers and achieve differentiation in today’s competitive marketplace. Benefits of Predictive Analytics in CX Predictive analytics is also making an impact on the way companies manage the customer experience.

Analytics 260

Analytics Examples Customer Experience Effort Score 260

InMoment XI

AUGUST 2, 2023

NPS Best Practices Tip #4: Listen Outside of Your Industry Often, brands focus solely on their own industry, and while it’s natural to focus on your own industry for inspiration and benchmarking, looking beyond those boundaries can yield valuable insights and a competitive edge.

NPS 260

NPS Customer Centricity Tips Automotive 260

Lumoa

JANUARY 31, 2023

Nearly all companies (89%) believe that customer experience will be their primary basis for competition. How do you stand in that competition? Leaders in a variety of business industries use NPS , which makes NPS a great benchmarking tool. Although, the only company with whom you should compare NPS is your company in the past.

Customer Experience 442

Customer Experience How To NPS Touchpoint 442

GetFeedback

APRIL 8, 2019

I’ll explain how NPS is calculated and give you benchmarks to help determine whether your NPS score is good or bad. Most of the time, the math is done for you by the customer feedback solution. However, there are benchmarks you can examine to get a better understanding of your score. NPS benchmarks. Let’s get started.

NPS 247

NPS Net Promoter Score Effort Score Metrics 247

BirdEye

JULY 10, 2023

Competitive intelligence is a game-changer for local businesses trying to attract new customers. In this blog, you’ll learn how to leverage competitive intelligence effectively keeping you one step ahead in your market. Table of contents Defining competitive intelligence Why is competitive intelligence important?

Social Media 94

Social Media Competitive Advantage Analysis Financial 94

Lumoa

FEBRUARY 14, 2024

Adapting your CX to meet these higher expectations can differentiate your brand and the competition. Benchmark Against Competitors Competitive analysis is also highly insightful during a CX audit. A viable solution and new direction for your CX strategy will look different depending on your findings during the audit.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

Comm100

AUGUST 31, 2021

For companies to remain competitive, it’s now necessary to provide fast, personalized, customer-centric support – even more so while face-to-face service isn’t possible. To truly provide effective support via live chat, teams must look to benchmark data to understand how well they are performing, and where they can improve.

Wait Times 130

Wait Times Knowledge Base Chatbots Omni-Channel 130

CSM Magazine

MARCH 20, 2024

In this environment, Cynergy BPO emerges as a beacon, redefining tech-enhanced customer experiences (CX) with its unmatched expertise and cutting-edge solutions. The Southeast Asian nation, renowned for its exceptional customer service ethos, emerges as a prime outsourcing destination.

Customer Experience 52

Customer Experience Contact Center Competitive Advantage Exceptional Customer Service 52

InMoment XI

NOVEMBER 2, 2021

In “Four Customer Experience Tools That Fuel Your Customer Acquisition Strategy,” we highlight four CX solutions you can add to your tool box that will help you bring new customers through your doors. They include Key Driver Analysis, Competitive Benchmarking, Microsurveys, and Multimedia Feedback. 2: Customer Retention.

ROI 260

ROI Customer Retention Infographics eBook 260

SurveySensum

MARCH 1, 2024

Solution: Open-ended question question gives you a gold mine of feedback. Solution: Companies should break down their NPS data to see what different groups of customers are saying. Benchmarking your NPS analysis against industry standards is a compass guiding businesses through the vast sea of customer satisfaction.

Net Promoter Score 52

Net Promoter Score Analysis NPS Effort Score 52

Comm100

SEPTEMBER 28, 2022

Live Chat Benchmark Report 2022. Download our annual Live Chat Benchmark Report for free access to the latest live chat data alongside best practices and optimization. Typically, a 50-60% benchmark is good to aim for. Read more: Live Chat Metrics 2022 – Benchmark Data. Click here. Number of chats. to save time.

Measurement 227

Measurement Average Handle Time Wait Times How To 227

Happy or Not

NOVEMBER 21, 2023

HappyOrNot vs. the competition – how do we compare? Businesses looking for a widely recognized and trusted solution may find HappyOrNot a compelling choice. Data benchmarking HappyOrNot has a significant advantage in data benchmarking with a vast database of over 1.5 billion feedback data points.

Feedback 36

Feedback Comparison Transportation Hospitality 36

Comm100

MAY 20, 2022

By the end, you’ll understand why live chat is the best CX solution for both customers and businesses alike, and how you can easily set it up within your organization. Chat and Email Benchmarking Study, they found that “ chat is the highest-scoring channel by a wide margin ”. Table of contents. Chapter 1: What is live chat software.

Software 180

Software Wait Times Multi-Channel Consumers 180

Magellan Solutions

JANUARY 26, 2024

Amid intense competition, BPOs strive to deliver quality and efficiency. Led by CEO Frederick Chua, Magellan Solutions forged an adaptive approach that drove its rise as an industry leader. Discover Magellan Solutions’ blueprint for success, focusing on continuity, adaptability, and advancement that keeps clients coming back.

e-support 52

e-support Metrics Healthcare Course 52

CSM Magazine

JANUARY 2, 2024

In the highly competitive casino world, exceptional customer service is crucial for attracting and retaining high-value customers. Benchmarking and Competitive Analysis Comparing the casino’s performance with industry benchmarks and competitors is essential for staying ahead.

Omni-Channel 52

Omni-Channel Analytics Data Customer Service 52

CSM Magazine

APRIL 3, 2024

Addressing economic considerations, PITON-Global facilitates access to competitively priced outsourcing solutions without sacrificing quality or efficiency. This approach ensures that businesses of various sizes can improve their customer support services, thereby enhancing their competitive edge.

Customer Service 40

Customer Service Customer Care Innovation Technology 40

NobelBiz

MARCH 5, 2024

That’s where Nobelbiz shines, leading the charge with innovative solutions that turn raw data into the kind of strategic insights that push your business to the front of the pack. The right call center reporting system isn’t just a nice-to-have; it’s an absolute necessity.

Call Center 59

Call Center Report Contact Center Net Promoter Score 59

Magellan Solutions

APRIL 11, 2024

These agents can offer personalized guidance and solutions tailored to each merchant’s needs, ensuring a smooth and efficient e-commerce experience. Competitive Advantage In the highly competitive e-commerce landscape, exceptional customer service can be a significant differentiator.

e-support 95

e-support Net Promoter Score Training Policies 95

Gainsight

SEPTEMBER 8, 2023

See where you stack up against industry averages in our Compensation Survey Benchmark tool. Digital Customer Success Is the Solution for Scale Another major finding of our recent survey? Learn More As you adapt to these changes, don’t forget the importance of fair and competitive compensation for your Customer Success team.

Customer Success 52

Customer Success Survey Chief Customer Officer Trends 52

BirdEye

FEBRUARY 21, 2024

While the core technology remains similar, here are some key improvements introduced with the Gemini rebranding: Performance Enhanced factual language understanding: Gemini outperforms BARD in the LAMBDA benchmark with a better performance in tasks like answering complex questions and summarizing information.

Innovation 59

Innovation Video Chatbots Resources 59

BirdEye

JUNE 8, 2023

Local SEO audit tools A typical local SEO audit includes conducting a website audit to evaluate SEO performance, competitive analysis, market research, and much more. Birdeye offers a host of solutions to make all of these possible without any hassle. This can make all the difference between success and failure.

Tools 98

Tools Effort Score Report Metrics 98

BirdEye

FEBRUARY 23, 2023

The rapid development of AI is creating a new era of innovation as companies seek to use technology to stay ahead of the competition and meet the evolving needs of their customers. Birdeye announces new AI solution Birdeye recently announced the addition of a new review and survey response solution based on the ChatGPT model.

Customer Experience 94

Customer Experience Chatbots Analytics Touchpoint 94

Retently

MARCH 18, 2024

Service survey questions effectively uncover customer expectations, allowing businesses to assess whether they are successfully meeting these benchmarks. Tracking CES can help businesses to anticipate customer needs and adjust their service strategies proactively to maintain a competitive edge in customer experience.

Survey 139

Survey Customer Service Strategy Effort Score 139

Thematic

MARCH 27, 2024

Benchmark analysis is a key part of Watercare's approach to improving CX.  Over By consistently addressing issues and implementing the changes, Watercare returned to benchmark service levels within just a few months. A critical part of the solution was using VOC data and insights to help improve the customer journey.

Chief Customer Officer 62

Chief Customer Officer Customer Journeys Analysis Feedback 62

Maru Group

JANUARY 31, 2023

By Glyn Luckett Maru/Matchbox | January 2023 While many companies recognize the value of keeping essential business software up-to-date, employee research techniques and solutions are often overlooked. If competitor benchmarking isn’t part of your staff research capabilities, it’s time to change.

Employee Experience 70

Employee Experience Social Media Survey Measurement 70

ShepHyken

FEBRUARY 16, 2018

This week we feature an article by Daniel Bakst who explains why competitive benchmarking is key to better serving your customer base. – Shep Hyken. Brands in any industry can benefit from a competitive benchmarking program because the information collected can have a direct impact on the Customer Experience platform you produce.

Measurement 86

Measurement Ecommerce Analysis Industry 86

Second to None

FEBRUARY 22, 2018

One effective way to understand the performance of individual branches under your brand umbrella is to implement competitive benchmarking programs , because it can capture contextual information about branch performance. However, a broad benchmarking program may miss out on certain instances that are only impacting individual branches.

Voice of Customer 72

Voice of Customer Brands Analytics Leadership 72

SurveySensum

AUGUST 15, 2023

In today’s competitive market when we talk about customer experience, we’re not just talking about flashy features or catchy ads. A good customer effort score depends on factors such as the wording of the survey question, the scale used for responses, and industry benchmarks. Then what is the alternative solution to this?

Effort Score 52

Effort Score Customer Satisfaction Self Service Social Media 52

Vanilla Forums

FEBRUARY 4, 2021

Obviously there are things to measure and there are benchmarks in some verticals and some general trends, but I don’t want to focus on that in this blog. To make the point a bit more clear, let me compare looking at benchmarks like you would on working to become a better runner. Welcome to the second part of benchmarking yourself.

Comparison 78

Comparison Measurement Metrics Trends 78

Magellan Solutions

NOVEMBER 10, 2023

Sources: IBPAP and Magellan Solutions’ Call Center Benchmarking Report Outlook for the Philippine IT-BPO Industry IBPAP president and CEO Jack Madrid predicts that the BPO industry will generate more than US$59 billion in revenue, contributing 8% to the country’s GDP. Call center managers serve the company for up to 4 years.

Call Center 52

Call Center Government Telecommunications Industry 52

customer sure

MAY 30, 2023

We’ve had the privilege and pleasure of working with Polypipe Building Products, the UK’s leading manufacturer of plastic piping systems and low-carbon heating solutions for the residential market, for some time now.

Feedback 62

Feedback Case Study Call Center Software 62

Lumoa

NOVEMBER 30, 2022

Naturally, this is setting a new benchmark for E-commerce stores, since customers are choosing to shop at only the best websites in the competitive space. Furthermore, your chatbot can be linked to any number of client portal solutions. For many, the answer is found in conversational AI. Easy order processing with chatbots.

Retail 208

Retail Customer Experience Chatbots Ecommerce 208

West Monroe

FEBRUARY 6, 2022

To gain a competitive edge in the bid process, strategic and private equity buyers should look beyond these conventional approaches and seek new ways to unlock divestiture value. Having a one-step solution reduces one-time cost and allows NewCo to focus on other business priorities such as growth and customer satisfaction.

Analytics 52

Analytics Financial Technology Government 52

West Monroe

FEBRUARY 6, 2022

To gain a competitive edge in the bid process, strategic and private equity buyers should look beyond these conventional approaches and seek new ways to unlock divestiture value. Having a one-step solution reduces one-time cost and allows NewCo to focus on other business priorities such as growth and customer satisfaction.

Analytics 52

Analytics Financial Technology Government 52

COPC

FEBRUARY 15, 2023

Global Benchmarking Series | Customer Experience COPC research shows that most customers prefer human-assisted support channels over self-service channels. When customers contact you, they expect a solution. There are likely many reasons for this sentiment, including poorly designed IVR systems and chatbots.

Self Service 85

Self Service Chatbots Guidelines e-support 85

CSM Magazine

OCTOBER 16, 2023

These consultancies have expertise in various HR disciplines and offer solutions tailored to a company’s specific needs and challenges. Employee Benefits and Compensation Strategy A competitive compensation package is key to attracting and retaining top talent.

Consulting 52

Consulting Culture Employee Engagement Leadership 52