ECXO

NOVEMBER 25, 2024

Will it enhance our competitive advantage or dilute it? Join ECXO.org, the only open-access CX professional network connecting practitioners, leaders, companies and executives to shape the future of customer experience! A feature may seem promising in isolation but could detract from your long-term objectives.

Feedback 391

Feedback ROI Roadmap Analytics 391

C3Centricity

DECEMBER 10, 2024

Ultra Personalisation to Connect at a More Granular Level Ultra personalisation has evolved from a competitive advantage to an expectation. How CPG Brands Can Apply This Product Personalisation: Coca-Colas “Share a Coke” campaign swapped logos for popular names, creating a deep emotional connection.

Trends 270

Trends Consumers Strategy Case Study 270

eglobalis

NOVEMBER 3, 2024

In short, understanding a company’s identity and integrating it into CX is more than a strategic advantage—it’s a means of creating genuine connections, fostering loyalty, and standing out in a crowded marketplace where clients increasingly seek partners that truly “get” their needs and values.

B2B 494

B2B Culture Innovation Loyalty 494

eglobalis

NOVEMBER 26, 2024

Only then can empathy transition from a buzzword to a tangible driver of competitive advantage in the global B2B landscape. Let’s connect, and share your insights! I’d love to hear—what is your company doing to transform empathy from a buzzword into meaningful, actionable strategies?

B2B 464

B2B B2C Culture Net Promoter Score 464

ECXO

FEBRUARY 20, 2025

In todays competitive landscape, the difference between just selling a product and delivering genuine value can be the key to success. Value selling enhances the customer experience and becomes a powerful competitive advantage. Uber: Ubers value proposition centers on convenience and reliability.

Loyalty 293

Loyalty Competitive Advantage Advertising Feedback 293

InMoment XI

MAY 25, 2023

A great customer experience can lead to increased customer loyalty, higher customer satisfaction, improved brand reputation, increased revenue, and a competitive advantage. Competitive Advantage A great customer experience design can provide a competitive advantage in a crowded marketplace.

Customer Experience Design 363

Customer Experience Design Customer Experience Customer Journeys Competitive Advantage 363

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 366

Customer Experience Customer Centricity Competitive Advantage Government 366

C3Centricity

JUNE 25, 2020

2 Assess the Optimum Way of Connecting with Your Customers. Do you know the best way to contact your target customers, as well as their preferred place and time to connect? Every employee has a role to play in customer centricity and connecting with customers on a frequent basis. Is it one-way or two? 9 Define Your Image.

Customer Centricity 262

Customer Centricity Competitive Advantage Trends Brands 262

Lumoa

JANUARY 9, 2018

However, research shows most customers still value an emotional connection with the people fronting the organization. Adam Toporek, Customer Service Expert, Speaker and Author @adamtoporek | blog “The future of customer experience will involve finding ways to use technology to create and maintain positive emotional connections with customers.

Customer Experience 332

Customer Experience Competitive Advantage Omni-Channel Culture 332

ECXO

MARCH 11, 2025

CX can be a competitive advantage When products and pricing are similar, superior customer experience can be the differentiator that wins new business and retains existing clients. If you enjoyed this read, connect with me on LinkedIn !

B2B 255

B2B Strategy Customer Journeys Net Promoter Score 255

InMoment XI

MAY 14, 2022

We’ve proven—time and again—the direct connection between the meaningful differentiation of these experiences and the success of a brand’s CX objectives, such as willingness to return to, recommend, and, ultimately, promote a business. It’s about how we see ourselves, what we aspire to, our connection with the brand, and our identity.

Brands 370

Brands Loyalty Retail Competitive Advantage 370

ECXO

AUGUST 9, 2023

Let me give you an example of leaders are creating competitive advantage. (I CX leaders are already powered by connected data and capabilities to do this in real-time. Firms that invest now have an opportunity to create competitive advantage. We hear a lot about ‘new frontiers’. Let’s continue.

Consulting 296

Consulting Competitive Advantage Culture Touchpoint 296

Hello Customer

MAY 19, 2021

Organizations have multiple touchpoints which define their level of customer centricity. We think of touchpoints such as digital channels and salespeople, but many often forget the one that is perhaps the most important, the contact center.

Competitive Advantage 98

Competitive Advantage Customer Care Customer Centricity Contact Center 98

InMoment XI

AUGUST 3, 2023

By tapping into unstructured data sources, businesses can elevate their customer experience strategies, customer experience research , improve personalized interactions, and create more meaningful connections with their target audience, ultimately gaining a competitive edge in today’s data-driven marketplace.

Analytics 366

Analytics Customer Insights Data Social Media 366

The DiJulius Group

JANUARY 6, 2021

Now is the time to make your organization’s customer experience your single biggest competitive advantage. The post How to Create an Emotional Connection in a Digital World / The Most Remarkable Customer Service Story I have ever Heard appeared first on The DiJulius Group. When is the second-best time?—NOW! Read Full Article.

Connections 119

Connections Competitive Advantage Customer Service How To 119

eglobalis

MARCH 13, 2025

The message is clear investing in CX transformation isnt just a nicety, its a catalyst for revenue growth, customer loyalty, and competitive advantage. Highlight Competitive Advantage : Show how a superior customer experience differentiates the company from competitors, potentially leading to increased market share.

Leadership 222

Leadership B2B B2C Effort Score 222

InMoment XI

DECEMBER 3, 2024

Customer experience (CX) is emerging as a significant competitive advantage for businesses. InMoment offers an all-in-one customer experience platform that collects and connects data from various channels across the customer journey. However, building a solid CX program requires more than isolated efforts and reactive fixes.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

eglobalis

JANUARY 13, 2025

By embracing AI-driven solutions, organizations can elevate their customer and agent experiences to new heights, ensuring sustained growth and competitive advantage in an increasingly digital world. If you enjoyed the article, feel free to share it and connect with me here or follow me on LinkedIn.

Customer Experience 365

Customer Experience Marketing Chatbots e-support 365

InMoment XI

NOVEMBER 30, 2023

When your brand identity is cohesive and mirrors the values that matter most to your business, it becomes a powerful tool for connecting with consumers on a deeper level. Doing this will help you foster a community around your brand, where customers feel heard, valued, and connected.

Brands 284

Brands Management Multi-Channel Social Media 284

Steve DiGioia

MARCH 9, 2020

What happens when your competition down the street, who also upgraded their equipment or has similar procedures in place, routinely delivers the same dish within 6 minutes? You’ve lost a valuable competitive advantage because you fail to maintain the highest performance standards possible.

Policies 310

Policies Competitive Advantage User Experience Comparison 310

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. It’s up to CX leaders to clearly communicate about these connections for their organization.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

eglobalis

SEPTEMBER 19, 2024

When employees are connected to the broader vision, they are more likely to invest emotionally in both the company’s success and the customer experience. Create Clear Roadmaps: Developing roadmaps that connect individual roles with company and customer outcomes increases engagement.

Customer Experience 263

Customer Experience Leadership Innovation Roadmap 263

ECXO

JULY 16, 2024

Sleep facilitates the brain’s ability to connect disparate ideas and think outside the box. By prioritizing rest, companies can cultivate an environment where new ideas flourish, driving continuous improvement and competitive advantage. Conclusion: The Future of Sleep and Work Get ready to revolutionize the future of work!

Customer Experience 348

Customer Experience Policies Culture Innovation 348

eglobalis

OCTOBER 9, 2024

Actionable Suggestion : Conduct a competitive analysis to assess whether the requested feature offers a genuine competitive advantage. Use customer education to highlight the unique benefits of your solution compared to the competition. Let me know your thoughts and experiences.

Feedback 486

Feedback ROI Innovation B2B 486

GetFeedback

DECEMBER 21, 2018

Great customer experience is a major competitive advantage that drives new sales—and it’s predicted to overtake price and product as the primary brand differentiator for B2B sales by 2020. So the more work you put into understanding and connecting to your customers, the greater your shared success will be. Genesys ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

InMoment XI

DECEMBER 5, 2024

Attracting New Members Member Loyalty Competitive Advantage Crisis Management Credit unions are member-driven financial cooperatives. Competitive Advantage The reality is that you are competing not just with other unions but also with larger banks. Why Is Reputation Management Important for Credit Unions?

Management 195

Management Social Media Financial Banking 195

Calabrio

NOVEMBER 25, 2020

It is helping to bridge the connection between self- and live-agent service for a more seamless customer experience. Contact centers are shifting from cost centers to valuable assets that can help create competitive advantage.

Contact Center 306

Contact Center Self Service Analytics Banking 306

ECXO

MARCH 6, 2025

While customer delight is the ultimate goal, framing it in terms of ROI and competitive advantage speaks the language of executives and ensures CX strategy gets the necessary support. Conversely, if competitive advantage comes from efficiency and scale, the CX strategy might focus on digitizing interactions for speed and ease.

B2B 314

B2B Customer Journeys How To Effort Score 314

Kayako

JULY 22, 2022

When a brand can charge a premium price for a commodity product or service that is not that much different from the competition, they are successfully managing the customer perception that their product has more value. It helps a commodity product stand out based on an emotional connection with the audience.

Net Promoter Score 280

Net Promoter Score Measurement Effort Score NPS 280

InMoment XI

NOVEMBER 13, 2024

It provides a competitive advantage. With effective customer experience management , you can re-engage customers who might otherwise be lost to your competition. A CX platform like InMoment can help by collecting and connecting every piece of valuable data in one place. It provides a competitive advantage.

Customer Retention 195

Customer Retention How To Analysis ROI 195

CX Accelerator

APRIL 1, 2020

Connect the dots by building a suite of trackable metrics that provide you with a holistic understanding of customer experience. Nobody truly owns CX, you’re more like a custodian, ensuring the right messages are winning out and that your business gets the competitive advantage it deserves by listening and responding in kind.

Metrics 228

Metrics Competitive Advantage Leadership Financial 228

Vonage

JUNE 28, 2017

Customer service is now one of the only true competitive advantages, so delivering ‘average’ service simply isn’t going to cut it. Memes to explain the connected customer. If you can deliver a reliable, knowledgeable and friendly service, you can gain customers’ confidence, and eventually their loyalty. “Be

Customer Service 96

Customer Service Social Media Competitive Advantage Exercises 96

TechSee

DECEMBER 3, 2024

These days, businesses know that top-notch customer service isn’t just a competitive advantage – it’s an expectation. For example, Sophie AI can diagnose a slow WiFi internet connection, visually identify faulty cable connections, and guide the user to full issue resolution.

Customer Experience 124

Customer Experience Virtual Agent Competitive Advantage Interaction 124

CloudCherry

DECEMBER 1, 2018

Clearview offers competitive rates across their 17 full-service branches in Southwestern Pennsylvania. But their competitive advantage doesn’t just come from their low costs – they also offer one of the best member experiences to their 84,000 members. Clearview Federal Credit Union. Current NPS: 82. Conclusion.

NPS 225

NPS Net Promoter Score Banking Touchpoint 225

Lumoa

JULY 17, 2023

It is no longer a competitive advantage but a necessity. In This Article: The Connection between Digital Transformation and Customer Experience Meeting Customer Demands: How Digitizing Customer Experience Drives Digital Transformation Success Key Drivers of Customer Experience Digital Transformation 1. Immersive experiences 7.

Customer Experience 195

Customer Experience Strategy Self Service Chatbots 195

InMoment XI

DECEMBER 10, 2024

It gives you a competitive advantage: Your product and business improvements will likely enhance customer satisfaction. It leverages CX integrations to connect and collect feedback from every channel, making it easier to act on. Encourage Long-Term Engagement Engagement is crucial to keeping customers connected to your brand.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

AskNicely

OCTOBER 10, 2018

Your customers start to care about your brand when they can connect the visual identity with a personal emotional response. Are they connected to brand stories and share far and wide? When your customers emotionally connect with your brand, logo and colors become a trigger for that connection. Ask your customers.

Feedback 150

Feedback Brands Net Promoter Score Competitive Advantage 150