InMoment XI

APRIL 9, 2025

It provides a competitive advantage. When businesses can confidently predict sales, they are better equipped to capitalize on shifts in customer preferences and stay one step ahead of the competition. Macroeconomic factors such as GDP growth, exchange rates, and retail sales present a significant forecasting challenge.

Trends 195

Trends Sales Analysis First Call Resolution 195

GetFeedback

MARCH 20, 2019

It refers to the customers’ needs, wants, and expectations as it pertains to a company’s products or services. A customer voice program focuses on capturing the expectations, likes, and dislikes of your customers. In essence, a customer voice program gives your customers a voice within your organization.

Customer Voice 210

Customer Voice Net Promoter Score Customer Centricity Competitive Advantage 210

Vonage

OCTOBER 2, 2017

Over the last 10 years we have had the pleasure of working with many global organisations, across many sectors; retail, financial services, telecoms, technology, hospitality, professional services on the design and implementation of their Branded Customer Experience * (BCE) programmes.

Tips 133

Tips Brands Customer Experience Competitive Advantage 133

Vonage

SEPTEMBER 15, 2017

Over the last 10 years we have had the pleasure of working with many global organisations, across many sectors; retail, financial services, telecoms, technology, hospitality, professional services on the design and implementation of their Branded Customer Experience * (BCE) programmes.

Tips 267

Tips Brands Customer Experience Competitive Advantage 267

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

InMoment XI

FEBRUARY 5, 2024

Whether you operate in retail, financial services, insurance, or any other industry, consumers will not purchase your product or services if you have poor Google business reviews. This can be a powerful motivator for potential customers who are considering a purchase or service. That couldn’t be further from the truth.

Competitive Advantage 195

Competitive Advantage Software Guidelines Hotels 195

InMoment XI

SEPTEMBER 5, 2024

VoC data is also a valuable source of insights for innovation. Understanding customer pain points and desires can guide the development of new products or features that address unmet needs, giving companies a competitive advantage. Solicit customer feedback to evaluate new ways of gaining a competitive advantage.

Effort Score 195

Effort Score Net Promoter Score Customer Journeys Metrics 195

InMoment XI

NOVEMBER 15, 2023

Better Decision-Making Based on Data : Data-driven insights enable more informed decisions and strategies. 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.

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

Alida

NOVEMBER 28, 2017

Red Bell chose to move forward with its community because it provides a constant current of insight that complements its ad hoc research initiatives , said Freck, and provides deeper insights. She recommends having a point of contact for each insight community.

Gamification 100

Gamification Competitive Advantage Innovation Resources 100

Thematic

FEBRUARY 12, 2025

Identifying Customer Pain Points & Opportunities Text analytics enables brands to detect patterns in customer complaints, feature requests, and emerging industry trends. Example: A retail brand uses text analytics to analyze thousands of Instagram comments and discovers that customers want more sustainable packaging.

Social Media 62

Social Media Analytics Analysis Trends 62

SurveySensum

AUGUST 1, 2023

Building Lasting Connections: The Power of Customer Loyalty in Retail In today’s fast-paced and crazy competitive retail world, customer loyalty is like the secret sauce for staying ahead of the game. But, let’s be real, building and nurturing customer loyalty in retail isn’t a walk in the park.

Retail 52

Retail Loyalty Connections Loyalty Programs 52

Happy or Not

NOVEMBER 13, 2024

From customer service centers to customer support reps, each example highlights how HappyOrNot’s solutions help businesses provide exceptional customer service, creating experiences that resonate with customers and enhance customer centricity. Read the full case study here 2. Read the full case study here 3.

Examples 36

Examples Customer Service Case Study Hospitality 36

Storyminers

JULY 6, 2020

Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Alida

JULY 26, 2016

At the 2016 Asia Pacific Customer Intelligence Summit , over 200 professionals from marketing, market research, innovation and customer experience gathered for a day of learning and networking and to celebrate the achievements of the most customer-centric companies in the region. Only 23% of millennials trust big retailers.

Customer Experience 100

Customer Experience Insurance Telecommunications Competitive Advantage 100

BirdEye

FEBRUARY 4, 2025

Birdeye Surveys AI AI-driven customer feedback collection, sentiment analysis, and experience enhancement Create and automate surveys with AI-generated questions tailored to customer insights. Turn survey feedback into reputation-building opportunities, improving customer satisfaction and loyalty.

Tools 52

Tools Brands Management Multi-Channel 52

InteractionMetrics

MARCH 13, 2025

To get the most out of your data, you must dig deeper so you can connect customer emotions to specific experiences. Once you understand both what customers are saying and how they feel about it, you can drive more strategic improvements. Here’s a Real-World Example: Imagine a retail company noticed a spike in negative sentiment.

Analysis 52

Analysis Customer Experience Self Service Social Media 52

Happy or Not

AUGUST 28, 2023

Business analytics in retail are one of the most powerful tools companies can use to increase customer satisfaction and drive long-term growth. But even though most brands know the importance of collecting data, many are still wondering how exactly they can apply analytics for retail industry to leverage all of its benefits.

Retail 36

Retail Analytics How To Trends 36

delighted

NOVEMBER 19, 2019

With retail stores filing for bankruptcy and closing left and right (Barney’s, Forever 21, Toys R Us, Sears, etc.), it’s evident that retail shopping is going through a change: the so-called “ retail apocalypse.”. But honestly, many customers have little faith that brick-and-mortar retailers understand them.

Retail 40

Retail Survey Feedback Ecommerce 40

AWS Machine Learning

JANUARY 17, 2024

Catchment area analysis – A catchment area refers to places from where a given area draws its visitors, who may be customers or potential customers. However, this data can help organizations add context to existing analysis and even produce new insights around customer movement patterns.

Data 122

Data Advertising Analysis Travel 122

Happy or Not

APRIL 1, 2025

At the same time, the experience remains fresh in the customers mind. Real-time feedback allows businesses to collect customer feedback at the moment of interaction, leading to more accurate customer insights and actionable data. What makes real-time feedback so effective?

Feedback 36

Feedback Net Promoter Score Effort Score Customer Retention 36

BirdEye

DECEMBER 5, 2023

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. This feedback is key to improving your products, services, and the overall customer experience.

Brands 110

Brands Management Social Media Analytics 110

BirdEye

OCTOBER 11, 2024

In this blog post, we explore how Birdeye’s latest GenAI tools empower businesses to turn data into a competitive edge. You’ll discover how these AI data scientists simplify customer insights, streamline competitive analysis, and help you make smarter decisions faster.

Comparison 52

Comparison Analysis Trends Social Media 52

Bold360

APRIL 20, 2021

Self-Service Offers Competitive Advantage. Businesses know that customers want to contact them in different ways at different times throughout the customer journey. Savvy businesses are enabling customers to choose how and when engagement happens, giving customers more choice and control.

Self Service 52

Self Service Omni-Channel Customer Engagement Tools 52

SurveySparrow

JUNE 28, 2023

The true essence of a personalized customer experience lies in tailoring the individual’s journey with your brand to meet their specific needs and expectations. Starbucks: Personalization in Retail Starbucks has leveraged personalization to create a successful customer experience in the retail sector.

Industry 52

Industry Tips Customer Experience Healthcare 52

North Highland

MAY 23, 2019

In this installment of our utilities series, we’ll outline how a successfully implemented data visualization strategy will empower utilities organizations to transform customer insights into evidence-based strategic decision-making. Analyzing the Data Deluge. This blog was co-authored by Charlie Morn.

Analytics 64

Analytics Competitive Advantage Innovation Hospitality 64

Customer Bliss

MARCH 30, 2017

Visually, a slice of it looks like this: And that’s actually a good place to start in general on the idea of customer experience labs: what are they, why do companies typically use one, and what’s the desired end state? What are customer experience labs? The yin and yang of customer experience labs.

Customer Experience 100

Customer Experience Banking Net Promoter Score Call Center 100

C Space

NOVEMBER 4, 2019

The Right Insight. What makes a successful customer insights leader? Robert Howie is Managing Director of growth at C Space, and previously led the Retail team. Today, customer behavior is accelerating faster than businesses can respond. This is not an easy thing to do, even for successful insights chiefs.

Net Promoter Score 45

Net Promoter Score Competitive Advantage Culture Retail 45

C Space

NOVEMBER 21, 2019

Competitive advantage was won through efficiencies in manufacturing logistics, supply chains and distribution. They organised themselves around their own needs, not those of their customers. In the old days, insight teams did worthy, in-depth research which had a tendency to end up sitting in PowerPoint decks on shelves.

Net Promoter Score 66

Net Promoter Score Strategy Culture Retail 66

SurveySensum

JULY 14, 2020

He carries broad knowledge across Customer Experience, Customer Engagement, Strategic Vendor Management, Relationship Marketing, Product Development, Risk & Partnership Management, and Online & Offline Retail Management. Ian Golding – Customer Experience Consultant, Speaker, Author, Blogger.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Wootric CX Blog

FEBRUARY 14, 2019

Why we love Colin: He’s a keynote speaker, best-selling author of several books such as The Intuitive Customer: 7 Imperatives For Moving Your Customer Experience to the Next Level , the CEO of Beyond Philosophy , and Co-Host of The Intuitive Customer Podcast. Maxie Schmidt. Melinda Gonzalez.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

CX University

AUGUST 1, 2023

Specialized training companies excel in customizing online professional development programs to fit the requirements of individual organizations. The enterprise learning solutions at CX University offer specialized delivery of Customer Experience (CX) training. I highly recommend it.

Training 52

Training Company Case Study Banking 52

LoyaltyPlus

AUGUST 4, 2017

Improve your competitive advantage through leading-edge customised CRM and Rewards Systems Software Solutions. The LoyaltyPlus product models are designed to cater for small to large customer bases for airline, hospitality and retail Industries, providing a quick and effective passage to owning a loyalty programme in the cloud.

Customer relationships 40

Customer relationships Engagement CRM Social Media 40

PK

APRIL 16, 2018

Lenati’s strategy and customer insights experience pairs with ProKarma’s expertise in technology and digital engineering. BEAVERTON, OR and SEATTLE, WA (April 16, 2018) — ProKarma, a global IT solutions company, today announced a definitive merger agreement with Lenati, a Seattle-based customer experience strategy consultancy.

Company 40

Company Telecommunications Transportation Competitive Advantage 40

Experience Matters

APRIL 7, 2015

With the power to listen to the Voice of the Customer, integrate it with business data to generate powerful insight, and take action, we deliver effective business change and create a competitive advantage for clients. Action is broken down into two parts of engagement – employee and customer: Employee Engagement.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Thematic

FEBRUARY 19, 2024

A retail focused on one-time sales may look more at NPS. When it comes to the bottom line, customers are willing to pay 16% more for products and services from brands with superior positive customer experiences. AI-driven tools can translate insights into quantifiable CX improvements.

Customer Experience 62

Customer Experience Net Promoter Score Effort Score NPS 62

Thematic

FEBRUARY 19, 2024

A retail focused on one-time sales may look more at NPS. When it comes to the bottom line, customers are willing to pay 16% more for products and services from brands with superior positive customer experiences. AI-driven tools can translate insights into quantifiable CX improvements.

Customer Experience 62

Customer Experience Net Promoter Score Effort Score NPS 62