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.

Customer Journeys 130

Customer Journeys Customer Centricity Automotive Fashion 130

SurveySensum

NOVEMBER 6, 2023

They both launched NPS surveys to assess and enhance overall satisfaction and loyalty. They both conducted similar NPS surveys, launched simultaneously, and analyzed the data using robust NPS software. They both conducted similar NPS surveys, launched simultaneously, and analyzed the data using robust NPS software.

NPS 52

NPS Feedback Effort Score Customer Journeys 52

SurveySensum

SEPTEMBER 8, 2023

This small case study shows that when companies move beyond the traditional customer satisfaction metric and rigorously measure NPS , they can find ways to make customers happier, which, in turn, can lead to increased revenue. Yet most businesses struggle to move beyond measuring their NPS.

NPS 52

NPS ROI Social Media Effort Score 52

Thematic

MARCH 2, 2025

Driving Smarter Business Decisions and Innovations Companies that embrace data-driven customer insights gain a competitive advantage. Below are three key ways businesses can leverage insights supported by real-world case studies. increase NPS by 10%, reduce support tickets by 20%).

Customer Insights 62

Customer Insights Analysis Social Media Analytics 62

Thematic

MARCH 26, 2025

Companies that collect high-quality, actionable feedback are the ones that gain a competitive advantage. Here are few of the places where you can get customer feedback from: Surveys – NPS , CSAT, and CES surveys provide structured, scalable insights across your customer base. Where Should You Collect Feedback From?

Feedback 62

Feedback Social Media Analysis Survey 62

ProProfs Chat

JULY 30, 2021

In the next section, let’s delve into some brand perception examples by making use of case studies of well renowned brands. Brand Perception Case Studies. Brand Net Promoter Score (NPS) Template. NPS (Net Promoter Score) questions are a great way to check your customer loyalty on a scale from (0-10).

Brands 111

Brands Net Promoter Score Social Media e-support 111

Confirmit

JANUARY 9, 2018

Since partnering with Confirmit, the hospitality division of Amadeus has been able to maintain the flexibility and competitive advantage it requires as it continues to grow worldwide. In this case study, you’ll learn how Amadeus has: Significantly improved its NPS® scores across the hospitality division.

Customer Experience 40

Customer Experience Hospitality Case Study Competitive Advantage 40

Confirmit

JANUARY 9, 2018

Since partnering with Confirmit, the hospitality division of Amadeus has been able to maintain the flexibility and competitive advantage it requires as it continues to grow worldwide. In this case study, you’ll learn how Amadeus has: Significantly improved its NPS® scores across the hospitality division.

Customer Experience 40

Customer Experience Hospitality Case Study Competitive Advantage 40

Happy or Not

APRIL 1, 2025

Metrics such as Net Promoter Score (NPS) , Customer Effort Score, and Customer Satisfaction score help brands measure customer satisfaction and improve customer journey. Tracking net promoter score (NPS) and other satisfaction metrics allows companies to measure success and identify new growth opportunities.

Feedback 36

Feedback Net Promoter Score Effort Score Customer Retention 36

Confirmit

SEPTEMBER 24, 2018

For example, you should be able to display a client’s NPS® score in the account record of your CRM application, and you should be able to design your CX survey in your CEM solution so it goes to the right clients, based on revenue figures from your CRM data. Typical CEM software metrics include the following: NPS Score.

CEM 40

CEM Software Multi-Channel Effort Score 40

Confirmit

SEPTEMBER 24, 2018

For example, you should be able to display a client’s NPS® score in the account record of your CRM application, and you should be able to design your CX survey in your CEM solution so it goes to the right clients, based on revenue figures from your CRM data. Typical CEM software metrics include the following: NPS Score.

CEM 40

CEM Software Multi-Channel Effort Score 40

Chattermill

MAY 12, 2019

Reichfield is the creator of oft-used CX metric, the Net Promoter Score (NPS), and The Ultimate Question 2.0, looks at NPS through an updated lens. Shep Hyken truly understands that brands gain a competitive advantage when they understand customer challenges and work to solve their problems. The Ultimate Question 2.0

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

inQuba

JUNE 21, 2022

Conversational commerce has become a competitive advantage. CASE STUDY. An increase in NPS compared to peers and benchmarks. Active, personalized guidance at every step promotes a seamless experience, customer satisfaction, and encourages progress towards goals (and further down the funnel). Book a demo now.

Omni-Channel 52

Omni-Channel Retail Telecommunications Banking 52

Thematic

APRIL 17, 2024

Competitive Advantage In today's crowded marketplace, a deep understanding of your customers gives you a significant advantage. Suddenly, a drop in NPS scores has context – you know exactly WHAT caused the dissatisfaction, not just that it happened. Cross-Team Impact: Break down silos.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

Competitive Advantage In today's crowded marketplace, a deep understanding of your customers gives you a significant advantage. Suddenly, a drop in NPS scores has context – you know exactly WHAT caused the dissatisfaction, not just that it happened. Cross-Team Impact: Break down silos.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

Competitive Advantage In today's crowded marketplace, a deep understanding of your customers gives you a significant advantage. Suddenly, a drop in NPS scores has context – you know exactly WHAT caused the dissatisfaction, not just that it happened. Cross-Team Impact: Break down silos.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

SEPTEMBER 24, 2024

In fact, a recent Salesforce study showed that 92% of consumers were more likely to make another purchase after a positive customer service experience. Competitive Advantage Listening to customer feedback helps businesses stand out in a crowded market. And that benefits the bottom line.

Voice of Customer 62

Voice of Customer Analytics Tools Strategy 62

NobelBiz

MARCH 12, 2024

Businesses recognize that superior customer experience is a competitive advantage, with 89% competing primarily on this front – Gartner. Impact and Market Potential : The customer experience management market is projected to grow from $16.91 billion in 2023 to $52.54 billion by 2030, with a CAGR of 16.6%.

Customer Experience Management 52

Customer Experience Management Omni-Channel Customer Experience Customer Journeys 52

Stella Connect

APRIL 17, 2018

It is an essential component of creating a Hero-Class® customer experience that is a competitive advantage for your organization.”. We recommend using all these indicators, along with real-time customer feedback , NPS , and other measures of customer satisfaction. “[I]f you care about customer experience. It is not an extra.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

Thematic

MARCH 27, 2024

A Competitive Advantage Companies that actively manage their churn risk demonstrate a commitment to customer experience. This focus on customer-centricity builds trust and loyalty, making you stand out in a competitive marketplace.

Effort Score 62

Effort Score Analysis Feedback Net Promoter Score 62

Thematic

OCTOBER 7, 2024

Competitive Advantage Companies that effectively implement VoC strategies stand out in a crowded marketplace. With many businesses still failing to act on customer insights, those that do can build a strong competitive edge by continually refining their customer experience based on real-time feedback.

Voice of Customer 62

Voice of Customer Strategy Social Media Handbook 62

BirdEye

MAY 13, 2024

With audience insights tools, you gain a competitive advantage, ensuring you hit the bull’s eye with every piece of content you produce. View the case study now! These tools enable you to uncover trends and audience interests, allowing you to run well-targeted campaigns that propel your business forward.

Tools 64

Tools Social Media Multi-Channel Advertising 64

Stella Connect

APRIL 17, 2018

It is an essential component of creating a Hero-Class® customer experience that is a competitive advantage for your organization.”. We recommend using all these indicators, along with real-time customer feedback , NPS , and other measures of customer satisfaction. “[I]f you care about customer experience. It is not an extra.

Customer Service Training 40

Customer Service Training Training Tips Customer Service 40

Bold360

DECEMBER 1, 2016

Enterprises today must aggregate legacy applications, customer data and content, and break down organizational silos to innovate the digital customer experience to gain digital agility now and sustainable competitive advantage with one-to-one customer relationships.

Software 40

Software Customer Experience Company CRM 40

Confirmit

MAY 29, 2018

Evaluate the impact of these improvements on your customer metrics, like NPS®, as well as your business KPI’s, like revenue, costs and churn. We recommend you follow the 5 stages below to ensure your VoC program delivers the insight you need to build strong customer experiences, create competitive advantage and generate ROI.

Customer Journeys 40

Customer Journeys Multi-Channel Net Promoter Score Competitive Advantage 40

CustomerSuccessBox

NOVEMBER 24, 2021

Retaining customers Improving your brand’s reputation Customer Advocacy Competitive advantage Converting potential customers into real customers. Relevant content can include various resources like blog posts, videos, case studies, podcasts, webinars, etc. You, now, understand that proving value should be a priority.

ROI 52

ROI Poor Customer Service Social Media Net Promoter Score 52