CloudCherry

SEPTEMBER 19, 2018

Organizations eventually picked up on its impact, focusing now on creating delightful customer experiences for all who walk through their doors. As businesses strive for that competitive edge, they turn to customer experience management or CEM to better understand the customer’s perspective and improve based on these insights.

ROI 256

ROI Financial CEM Metrics 256

BirdEye

AUGUST 28, 2020

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. 3 reasons why customer feedback is your competitive advantage. Customer feedback wins you new business. Here’s why.

Competitive Advantage 75

Competitive Advantage Feedback Net Promoter Score Hospitality 75

CloudCherry

SEPTEMBER 19, 2018

Organizations eventually picked up on its impact, focusing now on creating delightful customer experiences for all who walk through their doors. As businesses strive for that competitive edge, they turn to customer experience management or CEM to better understand the customer’s perspective and improve based on these insights.

ROI 225

ROI Financial CEM Metrics 225

InMoment XI

OCTOBER 23, 2024

Here are a few reasons why customer experience in banking is an even bigger competitive advantage than ever before: It helps build trust during uncertain times. In a period of financial anxiety, customers are looking for institutions they can trust. This approach is crucial for driving loyalty.

Banking 195

Banking Customer Experience Effort Score Financial 195

Retently

MARCH 11, 2025

Bridging the gap between what customers expect and what businesses deliver is the Customer Experience Manager. Whether its analyzing product reviews, refining post-purchase experiences, or working with marketing and support teams to resolve issues, their job is to make shopping effortless and enjoyable.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

Lumoa

APRIL 24, 2018

You want to see a complete view of your customers, what's going on, trends, etc. to be able to identify actionable insights on which you can take action to improve the customer experience." Janne Ohtonen Director of Customer Experience Management at Openet. linkedin twitter Why ? linkedin Why? linkedin Why?

System 317

System Effort Score NPS Net Promoter Score 317

InMoment XI

FEBRUARY 6, 2024

Social media platforms like Facebook, YouTube, X (formerly called Twitter), TikTok, Instagram, and LinkedIn (among others) are essential for businesses looking to attract customers, gather valuable feedback, and foster customer loyalty. Answering a complaint on social media can increase customer advocacy by 25%.

Social Media 195

Social Media Marketing Advertising Feedback 195

GetFeedback

JANUARY 12, 2020

Getting products into the hands of reviewers that readers trust is a great strategy for consumer products. The product itself could be improved so that customers would be happier and leave better reviews on Amazon or elsewhere. Develop customer journey maps to diagnose and improve experiences.

Customer Journeys 221

Customer Journeys How To Touchpoint Airlines 221

Calabrio

NOVEMBER 25, 2020

These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center. Contact centers have to adapt and continuously evolve in order to meet customer expectations. Consumer Behavior, Higher Expectations are Changing the Game.

Contact Center 130

Contact Center Self Service Analytics Banking 130

BirdEye

FEBRUARY 20, 2025

As customers increasingly turn to online reviews to evaluate products and services, businesses that optimise their presence on key platforms can gain a significant competitive advantage. Consumers often use RateMDs for second opinions or to cross-check recommendations, giving it strong authority in healthcare reviews.

Automotive 94

Automotive Insurance Healthcare Hospitality 94

CSM Magazine

JANUARY 15, 2021

Applying analytics to pinpoint customer relevancy. The value of positive customer experience continues to grow. The 2019 Gartner Customer Experience Management Survey found that 86% of respondents say they will compete based on customer experience (CX) two years from now. Real-time decisions.

Omni-Channel 103

Omni-Channel Competitive Advantage Analytics Consumers 103

BirdEye

DECEMBER 26, 2023

Brand salience is a marketing metric that describes the degree of importance or prominence a brand holds in the consumers’ minds during their buying decisions. Strong brands with high brand salience become the preferred choice for consumers when presented with alternatives. What did you picture immediately when you saw the brand name?

Brands 105

Brands Social Media Competitive Advantage Measurement 105

Lumoa

SEPTEMBER 16, 2022

You can improve your product every day but what’s the point if your customers leave and remain unhappy? In a recent study , at least 49% of consumers are now saying that they are willing to talk about their positive experiences on social media compared to the 30% of those who will post something negative.

Net Promoter Score 195

Net Promoter Score NPS Effort Score Comparison 195

BirdEye

MARCH 6, 2025

CMOs can leverage chatbot insights to refine retention strategies, enhance customer experience , and create targeted engagement campaigns. How AI chatbots provide a competitive advantage AI chatbots do more than just improve customer interactions. The result?

Chatbots 52

Chatbots Customer Engagement Engagement Marketing 52

Thematic

FEBRUARY 24, 2025

That’s the power of customer experience insights—real-time feedback and data-driven analysis that help businesses understand what customers want, what frustrates them, and how to improve their journey. Companies that actively apply customer insights boost retention, loyalty, and competitive advantage.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

BirdEye

DECEMBER 28, 2024

Staying current with these changes while managing daily restaurant operations is challenging. Restaurants must continuously update their digital strategies to maintain a competitive advantage in local search results. With a few systems and best practices in place, your restaurant can consistently rank higher in local searches.

Tips 97

Tips Social Media Chatbots System 97

Beyond Philosophy

MARCH 16, 2023

With so many companies concentrating on investing resources in customer experience management, with all the technology and tools in use to make it easier than ever before, why don’t we see the opposite? Worse, one cheeky bloke suggested that if that were the case, maybe we shouldn’t spend money on customer research.

Customer Satisfaction 88

Customer Satisfaction Effort Score Competitive Advantage Self Service 88

CloudCherry

AUGUST 30, 2018

Instead of simply relying on correlation analysis and regression models, CloudCherry uses structural equation modeling to identify the impact of various aspects on the overall experience. For example, if you were to ask consumers what they valued in a car, the appearance would likely be rated highly.

Strategy 150

Strategy NPS Analytics Analysis 150

BirdEye

MARCH 28, 2025

Market mapping is no longer just a tool for corporate boardrooms or big consulting firmsits a critical step for any business that wants to thrive in todays competitive landscape. Sharper segmentation and positioning: Brand positioning maps help tailor offerings to market segments based on competitor blind spots and customer needs.

Marketing 52

Marketing How To Analysis Case Study 52

Lumoa

OCTOBER 31, 2018

It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. Let’s find out what the field professionals actually experience. Too many organisations are still focused on ‘making money first’, with the customer coming a distant second.

Customer Experience 150

Customer Experience Customer Centricity Culture Consulting 150

BirdEye

DECEMBER 16, 2024

Todays customers turn to search enginesnot your facilitys signagewhen they need storage. This shift in consumer behavior requires storage businesses to maintain a strong, consistent online presence across multiple platforms while ensuring their information is accurate and engaging.

Management 52

Management Multi-Channel Social Media System 52

BirdEye

SEPTEMBER 8, 2023

Online reputation management for financial service firms involves the strategic monitoring, improvement, and maintenance of the public perception of these organizations on digital platforms. Given that financial services are highly regulated and deal with sensitive personal and financial information, consumer trust is paramount.

Financial 105

Financial Tips Management Social Media 105

BirdEye

NOVEMBER 30, 2023

Here are key reasons why social media reputation is essential for brands: First impressions matter Building trust and credibility Influencing consumer decision-making Word-of-mouth marketing Competitive advantage Customer engagement and loyalty Crisis mitigation Recruitment and partnerships Global reach and impact 1.

Social Media 116

Social Media Management Guidelines Brands 116

Doug Leather

APRIL 23, 2014

At the core of this trend is the fact that consumers and the general public are not satisfied with businesses that focus solely on short-term profit maximisation. In fact, Customer Experience and Sustainability should go hand in hand – one without the other is indicative of opposing forces. Your thoughts?

Customer Centricity 46

Customer Centricity Competitive Advantage Government Customer Relationship Management 46

BirdEye

JULY 10, 2023

Brands can carve out a distinctive competitive advantage, enhancing product development and delivering more compelling solutions than their rivals. Using competitive intelligence tools like Birdeye Insights can help you gauge customer sentiment so that you can refine marketing campaigns and boost customer satisfaction.

Social Media 94

Social Media Competitive Advantage Analysis Financial 94

BirdEye

JULY 30, 2023

How can consumers book using ‘Reserve with Google’? With this feature, businesses can: Gain competitive advantage in the local market by providing an effortless way for consumers to book appointments Increase conversion rates by eliminating the waiting period between discovering a business and booking an appointment.

Competitive Advantage 52

Competitive Advantage Automotive Guidelines Social Media 52

Thematic

FEBRUARY 29, 2024

Over the last thirty years, Lendingtree has expanded from a marketplace for home lending to consumer lending and insurance too. They’ve simplified the historically complex loans landscape for consumers, while driving leads and loan value for lenders. What makes a consumer keep using the marketplace? He formed Lendingtree.

Marketing 62

Marketing Competitive Advantage Analysis Insurance 62

BirdEye

OCTOBER 11, 2024

Businesses today face a dual challenge: shrinking consumer demand due to economic uncertainty and rising competition as brands battle harder for every dollar. These circumstances push consumers to be more selective, demanding higher standards of service and engagement.

Comparison 52

Comparison Analysis Trends Social Media 52

BirdEye

DECEMBER 5, 2023

For example, online reputation management in the financial services industry impacts consumer confidence directly. Competitive advantage In a crowded market, having a strong reputation can be the deciding factor for customers. Businesses with better reputations often stand out and attract more customers.

Brands 110

Brands Management Social Media Analytics 110

Beyond Philosophy

JANUARY 12, 2015

When an organization focuses on improving the Customer Experience, it drives the value for the organization, reduces the costs associated with customer service, and builds a competitive advantage in today’s global and commoditized marketplace.

Customer Experience 60

Customer Experience eBook CEM Competitive Advantage 60

BirdEye

MAY 10, 2023

Video advertising Video provides an emotionally engaging method to connect with customers and captures their attention in ways that text or images can’t. In fact, consumers are spending an average of 19 hours per week watching videos on platforms like TikTok, YouTube, Twitter, and Facebook.

Examples 98

Examples Strategy Tips Marketing 98

Doug Leather

MARCH 4, 2014

Operationalising a customer-centric business model is complex and time consuming. Developing a deep understanding of customer needs, breaking down silos and developing the capability to enhance the customer experience is a good place to start. Please add your inputs & comments.

Customer Centricity 44

Customer Centricity Strategy Competitive Advantage Customer Relationship Management 44

Clarabridge

JANUARY 4, 2017

People are still looking for a good customer experience. 45% of customers are willing to pay more for better customer service 1. 42% of consumers have purchased more after a good customer service experience 2. In the United States the estimated cost of customers switching due to poor service is $1.6

Customer Experience 51

Customer Experience Self Service Return on Investment Competitive Advantage 51

BirdEye

SEPTEMBER 8, 2023

53% of consumers will not consider using a business with fewer than four stars. Taking a proactive approach to healthcare online reputation management can have a huge impact on your practice. Builds credibility and gives your clinic a competitive advantage. Q: How do you create a reputation management plan?

Healthcare 59

Healthcare Management Social Media Competitive Advantage 59

SurveySensum

DECEMBER 18, 2024

It helps businesses understand how they stack up against others in the market and identify areas for improvement or competitive advantage. If your NPS score is equal to or more than the industry average, it indicates that your customers are loyal and are willing to refer to new customers as well.

Net Promoter Score 52

Net Promoter Score NPS Effort Score Survey 52

ProProfs Chat

JUNE 22, 2018

Did you know that 55% consumers are willing to pay more to have a delightful experience? A report by McKinsey says that 70% of product or service buying experiences are totally based on how the customers feel they have treated. Delighted customers are ones who have their expectations not only met but exceeded.

Customer Experience 108

Customer Experience Customer Service How To Leadership 108

BirdEye

AUGUST 12, 2024

Consumers rely on online reviews to make informed decisions about everything from where to eat to which doctor to see. In this case, a Seattle-based surgeon was fined $5 million for posting fake positive reviews and suppressing negative customer reviews. But what happens when those reviews are fake or manipulated?

Consumers 59

Consumers Feedback Competitive Advantage Customer Satisfaction 59