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). Use machine learning to uncover customer insights.

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). Use machine learning to uncover customer insights.

Competitive Advantage 94

Competitive Advantage Data Customer Experience Analytics 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

Thematic

MARCH 26, 2025

Insights from consumers inform the development of new products and features, leading to tangible changes in how companies approach product development." " And that’s not in product development; customer feedback is important even in other departments—marketing, customer support, and more.

Feedback 62

Feedback Social Media Analysis Survey 62

QuestionPro Audience

MAY 22, 2019

Here are the advantages of partnering with QuestionPro to cater to all your B2B panel needs. Produces customer insights & lists. A survey can be deemed successful only if the end-results, i.e., the study data provides the expected insights. Measures the changing needs of customers. Cost-effective.

B2B 170

B2B Tips Survey Competitive Advantage 170

Alida

APRIL 11, 2017

That’s one of the startling findings in the first annual Mobility Study , a report on changing automotive consumer preferences. The study, conducted by the automotive consulting firm Vision Mobility, also found that people in large cities were more likely to have ambivalent feelings about owning a car. Improve communication.

Automotive 113

Automotive Handbook Competitive Advantage Study 113

Alida

NOVEMBER 1, 2018

Customers are a great source of ideas about what product or experience enhancement to pursue. Giving them the opportunity to contribute further deepens the relationship on its own but it also offers a competitive advantage – bringing ideas to improve or introduce products and services to the product teams.

Feedback 147

Feedback Exercises Analysis Effort Score 147

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

Thematic

FEBRUARY 12, 2025

This insight directly informs product development. A data-driven approach enhances customer engagement, boosts brand loyalty, and improves sales conversions. According to a study by Bruce et al. Refine app features and usability based on real-time customer insights. Starbucks understood this.

Social Media 62

Social Media Analytics Analysis Trends 62

Happy or Not

NOVEMBER 13, 2024

It showed how personalized support and customer-centric solutions can result in happy customers who feel valued. This is a great customer service example of how to address customer issues to exceed customer expectations proactively. Read the full case study here 2. Read the full case study here 3.

Examples 36

Examples Customer Service Case Study Hospitality 36

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

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

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

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

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. 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

Kustomer

OCTOBER 14, 2020

Let’s explore some of the most effective ways to sustain your customer service strategy. 6 Ways to Maintain a Strong Customer Service Strategy. HubSpot recently found that only a 5% increase in customer retention has the potential to increase revenue by 25-95%.

Customer Service Strategies 94

Customer Service Strategies Self Service Strategy Customer Service 94

Kustomer

SEPTEMBER 1, 2022

Here are six ways companies can build and improve the customer experience without a massive reorganization. 6 Ways to Maintain a Strong Customer Service Strategy. HubSpot recently found that only a 5% increase in customer retention has the potential to increase revenue by 25-95%.

Customer Service Strategies 85

Customer Service Strategies Self Service Strategy Customer Service 85

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. 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

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

ClearAction

NOVEMBER 27, 2018

To see your work from your customer’s viewpoint, absorb customer insights already on-hand and talk frequently with customers. How can you apply customer insights to your event marketing and alliance partners and other areas? Go beyond the “what’s in it for us” to the “what’s in it for the customer”.

Customer Centricity 74

Customer Centricity Marketing Competitive Advantage Customers 74

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

ClearAction

NOVEMBER 11, 2022

Embedding gratitude in your business strategies for customer, employee, and partner experience (CX, EX, PX), and beyond, will benefit your organization on every level, every day. When you express an attitude of gratitude, privately or publicly, studies show 5 levels of benefits: Emotional: self-esteem, coping, resilience, cheerfulness.

Strategy 71

Strategy Customer Experience Competitive Advantage Analysis 71

Bob Hayes

JULY 1, 2015

In their continuing study of analytics, MIT and SAS recently published new research about how Analytic Innovators optimize their data science capabilities. I highlight some of the study results below. Data analytics play a critical role in helping businesses create a competitive advantage and drive innovation.

Analytics 40

Analytics Innovation Data Competitive Advantage 40

Bob Hayes

DECEMBER 17, 2017

Comparing Two Customer Survey Approaches - A new customer survey approach that requires only two open-ended questions provides customer insights that are comparable to a longer, more traditional customer survey. This post presents the new survey approach and outlines its benefits to your enterprise.

Analytics 46

Analytics Data Competitive Advantage Social Media 46

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.

Analytics 64

Analytics Competitive Advantage Innovation Hospitality 64

CX University

AUGUST 1, 2023

The employees of UBA were engaged in interactive online modules that covered various aspects of CX, such as understanding customer needs, effective communication, and problem-solving techniques. The program also included real-life case studies and simulations to provide practical experience.

Training 52

Training Company Case Study Banking 52

CSM Magazine

JULY 27, 2015

Brenda Lynn Dichoso, Chief Customer Care Officer, Smartfren Telecom, Indonesia. They will be sharing their views on the following key issues : Creating An Internal Culture Change and Organisational Transformation around Customer Insight and Experience-Keeping. Embedding A Customer-Centric Culture Across Your Business.

CEM 40

CEM Case Study e-support Customer Centricity 40

Alida

SEPTEMBER 22, 2016

SRO to hear 4 great brands talk how connecting with community gives competitive advantage #mrx #innovation #vcsummit pic.twitter.com/4kJDSW4uFz. Use consumer insight through the product innovation cycle. RELATED STORIES: How DEWALT uses customer insight to accelerate innovation [customer story and video].

Innovation 100

Innovation Marketing Social Media Healthcare 100

Bob Hayes

DECEMBER 17, 2017

Comparing Two Customer Survey Approaches – A new customer survey approach that requires only two open-ended questions provides customer insights that are comparable to a longer, more traditional customer survey. This post presents the new survey approach and outlines its benefits to your enterprise.

Analytics 40

Analytics Data Competitive Advantage Social Media 40

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. Thus, aligning services with customer needs fosters trust and enhances relationships.

Industry 52

Industry Tips Customer Experience Healthcare 52

SurveySensum

OCTOBER 4, 2024

Minimizes Risk : An FMS helps businesses to become more proactive by identifying issues before they become major problems, hence reducing the risk of negative customer experiences or product failures. This creates a single source of truth for all customer insights, helping businesses maintain a holistic view of customer sentiment.

System 52

System Feedback Customer Engagement Engagement 52

BirdEye

FEBRUARY 21, 2025

For real estate professionals, this makes Google reviews essential to stand out in a competitive market and drive more leads. A study by ZipRealty further emphasizes the impact of reviews, showing that 62% of homebuyers choose a realtor based on online reviews and agent ratings.

Social Media 59

Social Media Feedback CRM Effort Score 59

C Space

NOVEMBER 4, 2019

The Right Insight. What makes a successful customer insights leader? In fact, 60% of CEOs believe customer influence shouldn’t be confined to product and service development or customer experience but should extend to developing business strategy. The 5 Customer Insight Challenges: Finding Human Truths.

Net Promoter Score 45

Net Promoter Score Competitive Advantage Culture Retail 45

SurveySensum

SEPTEMBER 26, 2024

This impacts your customer retention rate and customer satisfaction. According to a study by PwC , for 80% of customers speed, convenience, knowledgeable help, and friendly services are the most important elements of a good customer experience. Personalization is the Key!

Customer Experience 52

Customer Experience Strategy Customer Journeys Omni-Channel 52

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. Strong leadership ensures that customer insights are not just collected but acted upon.

Feedback 36

Feedback Net Promoter Score Effort Score Customer Retention 36

OpinionLab

OCTOBER 24, 2017

So you need to capture customer insight throughout the website redesign process. Studies prove this point. The same publication also reports that leaders in data-driven marketing are more than six times more likely than laggards to report achieving competitive advantage in increasing profitability.

How To 94

How To Comparison Omni-Channel Measurement 94