GetFeedback

DECEMBER 21, 2018

The study also found that top-performing companies are 50% more likely than their peers to have well-designed user journeys that facilitate clear communication and a seamless transaction. The more energy you devote to your customer relationships, the higher your customer retention.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

TeamSupport

APRIL 26, 2019

Gartner’s 2018 Customer Experience Survey found that two-thirds of a company’s competitive edge was predicated on the experience they delivered to their customers. The constantly evolving landscape means that business-to-business (B2B) customers have all the power. Understand the customer. Don’t wait to automate.

Competitive Advantage 55

Competitive Advantage Customer Service Self Service How To 55

CSM Magazine

MARCH 19, 2025

This helps customer support teams make informed decisions and improve overall communication effectiveness. Case Studies: How AI Translation is Transforming Customer Support 1. E-Commerce: Scaling Global Customer Service A leading e-commerce retailer adopted AI translation to assist customers in over 20 languages.

e-support 59

e-support Chatbots Competitive Advantage Case Study 59

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. primarily customer experience or customer success programs). Analytics Maturity: Leaders, Challengers and Laggards.

Competitive Advantage 101

Competitive Advantage Data Customer Experience Analytics 101

Retently

MARCH 11, 2025

But CX isnt just about making things easier its a major competitive advantage. That means a CX Manager isnt just responsible for handling customer concerns; theyre shaping how customers feel about the brand, turning one-time buyers into lifelong fans. And most importantly how do we turn customers into lifelong fans?

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

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. primarily customer experience or customer success programs). Analytics Maturity: Leaders, Challengers and Laggards.

Competitive Advantage 94

Competitive Advantage Data Customer Experience Analytics 94

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. Hopefully, your business has more than one customer. What Is Market Segmentation?

Marketing 195

Marketing Customer Experience Return on Investment Analysis 195

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

Lumoa

APRIL 24, 2018

Finally, there are research studies that question the validity of the science behind NPS." Steve Towers Customer Experience & BPM Visionary, Keynote Author, Board Advisor & Judge. Knowing the “why” behind the number and how to use it to gain a competitive advantage is another. blog linkedin twitter Why?

System 317

System Effort Score NPS Net Promoter Score 317

TechSee

DECEMBER 17, 2019

Customer churn is a fact of life for every business in every industry, including the utilities sector. No longer dominated by monopolies, utilities have largely become commoditized, with very few competitive advantages to differentiate themselves in the marketplace. Utilities must reduce customer effort.

Customer Experience 136

Customer Experience Effort Score Competitive Advantage eBook 136

Kayako

AUGUST 21, 2018

What is customer retention? Simply put, customer retention refers to the strategies and tactics businesses use to encourage repeat purchases and ongoing loyalty from their existing customer base. Your best customers have friends, family, and acquaintances who, like them, are well-suited to become your loyal customers.

Customer Retention 123

Customer Retention Loyalty Strategy Loyalty Programs 123

InMoment XI

NOVEMBER 15, 2023

For example, a retail company can use analytics to identify which products are most popular during specific seasons, allowing them to optimize inventory and marketing efforts to meet customer demands accurately. Competitive Advantage : Companies that prioritize customer experience often outperform their competitors.

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

Lumoa

NOVEMBER 21, 2023

When it comes to increasing profitability and retaining a loyal customer base, the ability to smartly source, analyze, and use customer feedback data to enhance services and products makes all the difference. Detailed insights: in the age of fierce competition, knowing whether the customer is happy or not is not enough.

Analysis 195

Analysis Feedback Social Media Chatbots 195

BirdEye

DECEMBER 28, 2024

Related read: 10+ digital marketing strategies for restaurants Importance of restaurant SEO Birdeye’s study shows that restaurants were among the top three local business searches in the past year, with 73% of respondents revealing that they looked for local restaurants. Ensure seamless handoff to human staff for complex inquiries.

Tips 97

Tips Social Media Chatbots System 97

CloudCherry

AUGUST 30, 2018

Use your knowledge to move forward with choices in regards to how to use your money, delivering better proactive experiences for your customers, and pivoting quickly from decisions that may be draining or detrimental to your customer base. Predict needed changes to better serve your clients.

Strategy 150

Strategy NPS Analytics Analysis 150

Thematic

MARCH 2, 2025

Driving Smarter Business Decisions and Innovations Companies that embrace data-driven customer insights gain a competitive advantage. Customer-obsessed organizations report 41% faster revenue growth than those that are not. Optimize marketing and product strategies based on real-time data.

Customer Insights 62

Customer Insights Analysis Social Media Analytics 62

Retently

MARCH 10, 2022

If you set the right pace, opt for straightforward communication and are proactive in your attempts to convert simple features into business benefits, it will definitely add up to your long-term customer base. . But what if you have attracted the wrong audience from the start?

Self Service 147

Self Service Poor Customer Service e-support Customer Success 147

Thematic

MARCH 26, 2025

" And that’s not in product development; customer feedback is important even in other departments—marketing, customer support, and more. Companies that collect high-quality, actionable feedback are the ones that gain a competitive advantage. But we’re not talking about just any feedback.

Feedback 62

Feedback Social Media Analysis Survey 62

TechSee

FEBRUARY 21, 2022

Cambridge Dictionary defines it as “the study of how to produce machines that have some of the qualities that the human mind has, such as the ability to understand language, recognize pictures, solve problems, and learn.”. There are many ways AI is helping businesses across industries gain a competitive advantage.

Innovation 109

Innovation Company Self Service Insurance 109

SurveySensum

DECEMBER 18, 2024

It focuses solely on the raw score derived from the NPS survey responses within a specific timeframe or among a particular customer base. It helps businesses understand how they stack up against others in the market and identify areas for improvement or competitive advantage. Your NPS score is relative.

Net Promoter Score 52

Net Promoter Score NPS Effort Score Survey 52

Thematic

DECEMBER 5, 2018

As much as companies talk a good game about big data, they do not seem to leverage it, or customer retention analytics, to its full extent. Interestingly, according to a study by Broadway Business , only 32% of respondents are satisfied with their company’s use of analytics to create a competitive advantage.

Customer Retention 96

Customer Retention Analytics Data Strategy 96

Doug Leather

FEBRUARY 24, 2014

Chan Kim and Renee Mauborgne, deals with the reality of companies long engaging in head-to-head competition in search of profitable growth. These companies have fought for competitive advantage, battled over market share and struggled for differentiation.

Customer Centricity 54

Customer Centricity Strategy Competitive Advantage Innovation 54

transcosmos Information Systems

JULY 6, 2017

Power study , 67% of consumers have used a company’s social media platform for customer service. Brands that are effectively using social media as a customer service tool gain a competitive advantage. Check out how these top brands won over their social media customers. According to a J.D. 1. Zappos.com.

Social Media 78

Social Media Tools Examples Customer Service 78

Helpt

FEBRUARY 27, 2023

SMBs face a unique challenge in the competitive marketplace - standing out from the competition while maintaining growth and profitability. One way to achieve this goal is by investing in customer experience. According to a study by Deloitte , outsourcing IT support can result in cost savings of up to 40%.

Competitive Advantage 52

Competitive Advantage Exceptional Customer Service Customer Satisfaction Loyalty 52

BirdEye

SEPTEMBER 8, 2023

Ever since they started using Birdeye’s all-in-one platform, it boosted its online presence and increased its customer base. Competitive advantage A positive reputation management can set a financial services business apart from competitors.

Financial 105

Financial Tips Management Social Media 105

ProProfs Chat

JULY 30, 2021

Consider the following research study by Edelman which shows the top reasons why consumers trust a brand. 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. Image Source: Marketing Charts. (d) Image Source: MBASkool.com.

Brands 111

Brands Net Promoter Score Social Media e-support 111

Playvox

APRIL 21, 2023

An omnichannel customer support center connects customers’ interactions no matter where they take place. Zendesk reports that only one-third of contact centers are omnichannel, so there’s a real competitive advantage to offering your customers a more fluid experience.

Omni-Channel 95

Omni-Channel Self Service Customer Experience Contact Center 95

Solvvy

AUGUST 2, 2018

I believe that companies that adopt AI earlier will have a strong competitive advantage. This can be identifying areas of automation or trends across your customer base that you can use to take strategic action. The sooner you get these insights, the sooner you can implement initiatives that will set you apart.

Self Service 48

Self Service Competitive Advantage Case Study Training 48

Pointillist

SEPTEMBER 10, 2020

It’s about ensuring that every moment of your customer’s experience is relevant and cohesive. In short, process mining can optimize aspects of CX, but it’s not the comprehensive approach required to deliver personalized, consistent experiences to each customer based on the context provided by their unique experience with your company.

Customer Journeys 128

Customer Journeys Touchpoint Net Promoter Score Customers 128

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

BirdEye

FEBRUARY 4, 2025

From real-time sentiment analysis to deep competitor insights, Birdeye ensures businesses dont just monitor their reputation but use it as a competitive advantage. Analyzes sentiment to deliver data-driven feedback for better customer experience. Inconsistent or outdated listings can harm brand credibility and rankings.

Tools 52

Tools Brands Management Multi-Channel 52

BirdEye

DECEMBER 5, 2023

According to a Birdeye study, 95% of people read online reviews before buying anything. A well-managed reputation often means you’re seen as reliable and caring about your customers. Higher revenue Businesses with strong online reputations are likely to attract more customers, leading to increased sales. That’s almost everyone!

Brands 110

Brands Management Social Media Analytics 110

BirdEye

OCTOBER 5, 2023

Positive brand perception provides several benefits, such as creating brand advocates, providing a competitive advantage, allowing premium pricing , attracting good talent, etc. Brand perception studies These studies often involve qualitative and quantitative research methods to gain comprehensive insights.

Examples 64

Examples Measurement Brands How To 64

SurveySparrow

JUNE 28, 2023

Signup for Free 14-Day Free Trial • No Credit Card Required • No Strings Attached Benefits of personalized customer experience The benefits of investing time and resources into creating personalized customer experiences are multifold. Through its loyalty program, Starbucks rewards customers based on their purchasing habits.

Industry 52

Industry Tips Customer Experience Healthcare 52

Second to None

JULY 5, 2024

In a world where consumers have numerous options, providing exceptional customer experiences is no longer a luxury but a necessity for businesses to maintain their competitive edge and foster long-term customer loyalty. By measuring and improving customer experiences, businesses can stay ahead of changing customer expectations.

Consumers 71

Consumers How To Social Media Omni-Channel 71

BirdEye

MARCH 24, 2023

Studies estimate that 90% of startups fail, with 10% failing in the first year. Studies estimate that about 2.4 This is a secret weapon that leading businesses use to transform satisfied customers into repeat businesses and zero-cost brand ambassadors. Study your competition and determine what sets you apart from them.

Return on Investment 98

Return on Investment Social Media Sales Metrics 98

Second to None

JULY 5, 2024

In a world where consumers have numerous options, providing exceptional customer experiences is no longer a luxury but a necessity for businesses to maintain their competitive edge and foster long-term customer loyalty. By measuring and improving customer experiences, businesses can stay ahead of changing customer expectations.

Consumers 62

Consumers How To Social Media Touchpoint 62