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 ? blog linkedin twitter Why?

System 317

System Effort Score NPS Net Promoter Score 317

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).

Competitive Advantage 101

Competitive Advantage Data Customer Experience Analytics 101

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).

Competitive Advantage 94

Competitive Advantage Data Customer Experience Analytics 94

GetFeedback

OCTOBER 4, 2019

And no matter how well you think you know your customers, being inside the organization makes you susceptible to the echo chamber effect, where everyone (including your competitors) only see things from the same perspective and very soon you and your customers are on completely different plains. Try us out for free today.

Survey 150

Survey Data Competitive Advantage Touchpoint 150

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

NobelBiz

MARCH 12, 2024

Disjointed experiences not only frustrate customers but also hinder businesses from nurturing loyalty and trust. To address and overcome this challenge, many companies have started embracing Unified Customer Experience Management (Unified CXM). Table of Contents What is Unified Customer Experience Management?

Customer Experience Management 52

Customer Experience Management Omni-Channel Customer Experience Customer Journeys 52

Michel Falcon Experience

OCTOBER 23, 2014

I examined companies like Starbucks and Zappos in awe of how they grew to become a world-renowned, customer focused organization. As I say in many of my keynote speeches, the primary reason I devoted my career to customer experience management is because it earns greater profits and revenue. Consider me a capitalist.

Course 154

Course Training Competitive Advantage Employee Experience 154

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. Want to learn more? Watch a free demo now.

Tips 97

Tips Social Media Chatbots System 97

BirdEye

MARCH 28, 2025

A step-by-step guide Market mapping case study: Birdeye x Fairlawn real estate How AI transforms market mapping in 2025 Conclusion FAQs on market mapping Know your competitors better with Birdeyes GenAI tools What is market mapping? .” Make data-driven decisions faster and sharpen your competitive edge.

Marketing 52

Marketing How To Analysis Case Study 52

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

BirdEye

SEPTEMBER 23, 2022

Table of contents What is dental reputation management? Why is dental practice reputation management important? Benefits of dentist reputation management. Competitive advantage. A positive reputation can give your practice a competitive advantage over other local dentists.

Management 98

Management Competitive Advantage Feedback Survey 98

CloudCherry

AUGUST 30, 2018

To do so, organizations need to connect the right metrics to every decision that impacts the end consumer and study them to see if they are viable in the short as well as the long run. The insights from predictive analytics are only valuable if they are put into action.

Strategy 150

Strategy NPS Analytics Analysis 150

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. Hospitality business review sites in Australia In the hospitality sector, customer experiences are everything.

Automotive 94

Automotive Insurance Healthcare Hospitality 94

BirdEye

JULY 10, 2023

Brands can carve out a distinctive competitive advantage, enhancing product development and delivering more compelling solutions than their rivals. Leverage market research tools, conduct online searches, create data-gathering techniques, and open dialogues with your customers and employees to unearth invaluable insights.

Social Media 94

Social Media Competitive Advantage Analysis Multi-Channel 94

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

ClearAction

FEBRUARY 13, 2023

The closer you get to this ratio, the more magnetic your brand becomes for customers, employees, and investors. It is a lost art that customer experience managers need to thrive. Leading Customer Experience as a Team Sport is a new course created by Lynn Hunsaker at ClearAction Continuum.

Sports 71

Sports Customer Experience Handbook Case Study 71

Bob Hayes

OCTOBER 23, 2017

We surveyed 80+ customer-centric professionals in companies with formal customer-centric programs (e.g., We found that analytical leading companies, more so than analytical lagging companies, infuse analytics practices throughout their entire customer program, from setting strategy to delivering insights.

Analytics 68

Analytics Competitive Advantage Government Customer Centricity 68

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

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

Bob Hayes

APRIL 22, 2021

A few years ago, I conducted a study by asking data professionals about their data science experience; I basically applied data science to the field of data science. What specific DS and ML practices will help give companies a competitive advantage? Which industries are excelling? What are the best practices in DS and ML?

Data 71

Data Competitive Advantage Analytics Survey 71

Bob Hayes

SEPTEMBER 18, 2017

A new customer analytics survey of 80+ companies provides a look into the state of analytics in customer programs. Only 32% of respondents are satisfied with their company's use of analytics to create a competitive advantage. We studied 88 companies that have a formal customer program (e.g.,

Analytics 113

Analytics Loyalty Data Competitive Advantage 113

Doug Leather

APRIL 23, 2014

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

ProProfs Chat

JUNE 22, 2018

A consistent and predictable above-average experience is what makes great companies and people great… even amazing! The Service-Profit Chain is a management model developed over a 5-year study by a group of researchers at Harvard Business School. 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

SEPTEMBER 8, 2023

Risk and crisis management A strong reputation can act as a buffer during times of crisis or economic uncertainty. Competitive advantage A positive reputation management can set a financial services business apart from competitors. Whether a finance firm or a mortgage company, online reputation management is undebatable.

Financial 105

Financial Tips Management Social Media 105

Storyminers

JULY 6, 2020

His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Thompson is also co-author of The Blueprint to CRM Success and author of the groundbreaking report “Customer Experience Management: A Winning Business Strategy for a Flat World.”. Bruce Temkin. Frank Eliason.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Doug Leather

MARCH 4, 2014

Research regularly proves the chasm that exists between what senior executives believe customers think of them and their companies versus what customers actually think. NB: Customer Service is not customer management or customer experience – it is only 1 attribute of a customer-centric business).

Customer Centricity 44

Customer Centricity Strategy Competitive Advantage Customer Relationship Management 44

ImprintCX Articles

NOVEMBER 27, 2023

Not understanding this symbiotic relationship is a crucial reason companies struggle to be customer-centric. Unfortunately, in most organizations, brand and customer experience are often siloed. Aligning your customer experience with your brand promise leads to customer advocacy and competitive advantage.

Brands 52

Brands Customer Experience Competitive Advantage Customer Centricity 52

Storyminers

JULY 6, 2020

His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Thompson is also co-author of The Blueprint to CRM Success and author of the groundbreaking report “Customer Experience Management: A Winning Business Strategy for a Flat World.”. Bruce Temkin. Frank Eliason.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Confirmit

FEBRUARY 14, 2018

And if your goal is to drive competitive advantage, that isn’t good enough. In this webinar, Phil Durand, Director, Customer Experience Management, Confirmit, took our thinking a step further. He shared best practices in the context of common challenges and suggest practical ways to overcome them.

Competitive Advantage 40

Competitive Advantage Case Study Study Customer Experience Management 40

CSM Magazine

SEPTEMBER 12, 2024

Working in customer service allows students to gain invaluable experience in: problem solving, conflict management, developing communication skills. To gain this experience, students should start practicing before they graduate. After all, they need to study to become a good graduate and work at the same time.

Customer Service 52

Customer Service Customer Service Representative e-support Knowledge Base 52

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

Birdeye Birdeye is the leading intelligent online reputation management tool, designed to help businesses actively shape their reputationnot just react to it. From real-time sentiment analysis to deep competitor insights, Birdeye ensures businesses dont just monitor their reputation but use it as a competitive advantage.

Tools 52

Tools Brands Management Multi-Channel 52

BirdEye

DECEMBER 5, 2023

For those businesses in specific sectors like real estate, managing online reputation takes on unique challenges and opportunities. Explore more on this in our detailed blog about real estate reputation management. According to a Birdeye study, 95% of people read online reviews before buying anything. That’s almost everyone!

Brands 110

Brands Management Social Media Analytics 110

BirdEye

MARCH 17, 2023

Strategy allows a business to leverage competitive advantages and avoid common industry pitfalls. They should be able to perform market analysis to determine the company’s current position and understand its competitive advantage over its peers.

Consulting 98

Consulting Social Media Financial Strategy 98

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

ClearAction

OCTOBER 25, 2018

Marketers put the long-term interest of the customer above the short-term company conversion goals. Marketers put themselves in the customers’ shoes to serve customers better, thus building a long-term, sustainable competitive advantage.” 4 2017 CMO Digital Benchmarking Study , Leapfrog Marketing Institute.

Customer Centricity 59

Customer Centricity Marketing Customer Journeys Study 59

BirdEye

MAY 10, 2023

You can use these opportunities to expand your brand reach and attract new customers. Studies have shown that sponsorship can enhance the buyer intent of potential customers by 10%. Research your competition : Examine your competitor’s paid ads, social media campaigns, and website to identify their strengths and weaknesses.

Examples 98

Examples Strategy Tips Marketing 98