ECXO

MARCH 11, 2025

CX can be a competitive advantage When products and pricing are similar, superior customer experience can be the differentiator that wins new business and retains existing clients. Example: A logistics company might use real-time customer feedback to improve delivery scheduling and shipment tracking.

B2B 311

B2B Strategy Customer Journeys Net Promoter Score 311

eglobalis

OCTOBER 9, 2024

When customers provide feedback, especially in the B2B space, the temptation is often to take their requests at face value and immediately begin development. The challenge lies in carefully evaluating feedback and determining whether a feature request should make it to your product roadmap or be declined.

Feedback 511

Feedback ROI Innovation B2B 511

ECXO

FEBRUARY 20, 2025

In todays competitive landscape, the difference between just selling a product and delivering genuine value can be the key to success. Value selling enhances the customer experience and becomes a powerful competitive advantage. This can be done through surveys, feedback forms, or casual conversations.

Loyalty 301

Loyalty Competitive Advantage Advertising Feedback 301

eglobalis

JANUARY 13, 2025

By analysing conversation patterns and offering instant feedback, the system enabled faster learning and reduced errors. To leverage sentiment analysis effectively, businesses must integrate AI with customer feedback mechanisms. A North American insurance firm used AI-driven insights to cut onboarding time for new agents by 40%.

Customer Experience 411

Customer Experience Marketing Chatbots e-support 411

eglobalis

MARCH 13, 2025

The message is clear investing in CX transformation isnt just a nicety, its a catalyst for revenue growth, customer loyalty, and competitive advantage. Highlight Competitive Advantage : Show how a superior customer experience differentiates the company from competitors, potentially leading to increased market share.

Leadership 234

Leadership B2B B2C Net Promoter Score 234

InMoment XI

DECEMBER 3, 2024

Customer experience (CX) is emerging as a significant competitive advantage for businesses. For example, using surveys to collect feedback and sentiment analysis to understand emotional tone. It’s a static approach that doesn’t consider targeted outreach or customer feedback analysis.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

ECXO

MARCH 6, 2025

When employees see top management personally engaging with customer feedback and emphasizing experience in strategy discussions, it signals that CX transformation is not just a buzzword but a true organizational priority. Another tactic to shift culture is to make customer feedback and outcomes highly visible internally.

B2B 339

B2B Customer Journeys How To Effort Score 339

InMoment XI

NOVEMBER 21, 2024

Voice of Customer (VoC) refers to customer feedback on a business and its offerings. Their feedback across various touchpoints on the customer journey will highlight how you can better retain similar customers. It gives you a competitive advantage. Voice of Customer analysis is a useful system for accomplishing this goal.

Voice of Customer 195

Voice of Customer Analysis Loyalty Net Promoter Score 195

InMoment XI

DECEMBER 5, 2024

Attracting New Members Member Loyalty Competitive Advantage Crisis Management Credit unions are member-driven financial cooperatives. Competitive Advantage The reality is that you are competing not just with other unions but also with larger banks. Why Is Reputation Management Important for Credit Unions?

Management 195

Management Social Media Financial Banking 195

InMoment XI

NOVEMBER 18, 2024

By analyzing customer behavior, you can identify factors that lead to churn, such as delayed purchases, disengagement, or negative feedback. Competitive Advantage Understanding customer behavior can be a key differentiator in today’s business environment.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

InMoment XI

NOVEMBER 13, 2024

It provides a competitive advantage. With effective customer experience management , you can re-engage customers who might otherwise be lost to your competition. Through its partnership with InMoment, nib rolled out a closed-loop feedback process to improve the customer experience. It provides a competitive advantage.

Customer Retention 195

Customer Retention How To Analysis ROI 195

InMoment XI

DECEMBER 10, 2024

It gives you a competitive advantage: Your product and business improvements will likely enhance customer satisfaction. Leverage churn prediction tools, feedback, and usage data to analyze key factors driving customers away. This information guides product development to better fulfill customer needs and goals.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

Thematic

APRIL 8, 2025

Ever wonder how to actually use all that customer feedback you collect? That’s where a strong customer feedback loop process comes in. It typically includes four stages: collecting feedback, analyzing feedback, implementing changes, and closing the loop (following up with customers). Why does this matter?

Feedback 62

Feedback Analytics Analysis NPS 62

Thematic

MARCH 26, 2025

Yet, 56% of dissatisfied customers never voice their concerns—they simply leave​ Meanwhile, businesses that actively listen to feedback grow 41% faster than competitors​ The most successful companies create a structured system—a customer feedback loop—to analyze feedback and act on it continuously.

Feedback 62

Feedback Social Media Analysis Survey 62

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! CX professionals know they can share it as constructive feedback (if you’re lucky) or harsh criticism (if you aren’t).

Analytics 195

Analytics Feedback Net Promoter Score Analysis 195

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. Moreover, these initiatives can also help encourage feedback to accomplish your customer experience management goals.

Banking 195

Banking Customer Experience Effort Score Financial 195

InMoment XI

MAY 25, 2023

A great customer experience can lead to increased customer loyalty, higher customer satisfaction, improved brand reputation, increased revenue, and a competitive advantage. Loyal customers are more likely to make repeat purchases, recommend your brand to others, and provide positive reviews and feedback.

Customer Experience Design 363

Customer Experience Design Customer Experience Customer Journeys Competitive Advantage 363

Lumoa

NOVEMBER 15, 2017

One of our speakers, Johanna Vesterinen , Xperiencefocus , noticed that many companies collect customer feedback, but fewer and fewer keep going through the CX funnel itself and reach the end. That brings us to the question: What’s the purpose of customer feedback? We are excited about the next year. More product development.

Competitive Advantage 284

Competitive Advantage Conference Feedback Analysis 284

ECXO

MARCH 5, 2024

It’s an iterative process that allows for continual refinement based on real-world feedback. By creating a tangible model of the solution and deploying it in the real world, businesses can gather valuable feedback. Test and Refine: Finally, test your prototypes with your customers and gather their feedback.

Customer Centricity 294

Customer Centricity Competitive Advantage Innovation Customer Journeys 294

Lumoa

NOVEMBER 21, 2023

But it is no longer a challenge, thanks to modern technologies like martech tools and back-office solution software and the use of artificial intelligence (AI) in customer feedback analysis. But it is one thing to claim that a business values customer feedback and another to sift out the actionable data.

Analysis 195

Analysis Feedback Social Media Chatbots 195

InMoment XI

AUGUST 3, 2023

While traditional customer feedback is a goldmine of insights that can drive business growth, a substantial portion of this valuable feedback lies in unstructured data. The VoC represents the collective feedback, opinions, and expectations of customers across various touchpoints and interactions with a business.

Analytics 366

Analytics Customer Insights Data Social Media 366

AskNicely

OCTOBER 10, 2018

Do they feel as if you listen to customer feedback? Use customer feedback to know your audience. A program of daily customer feedback in small batches at different points in the journey will give you a very clear vision of what your customers “jobs-to-be-done” are and how you help them or don’t. Ask your customers.

Feedback 150

Feedback Brands Net Promoter Score Competitive Advantage 150

GetFeedback

DECEMBER 21, 2018

Great customer experience is a major competitive advantage that drives new sales—and it’s predicted to overtake price and product as the primary brand differentiator for B2B sales by 2020. Ask your customers for feedback. If you want to boost customer retention, ask for customer feedback —and take real action with it.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Alida

NOVEMBER 1, 2018

If someone asks if you like vanilla, chocolate or strawberry ice cream best – and your answer is that you don’t like any of those because you’re lactose-intolerant – you can immediately see how limiting survey questions without opportunities for open-ended feedback are. Consider another circumstance. Not very compelling.

Feedback 147

Feedback Exercises Analysis Effort Score 147

Experience Investigators by 360Connext

FEBRUARY 18, 2025

If customers often cancel within two weeks of subscribing to your business software, review their onboarding feedback and cancellation surveys. The first step is to review your metrics and listen to customer feedback regularly. Investigate these areas and create a plan to better address your customer expectations.

Customer Experience 143

Customer Experience How To Self Service Effort Score 143

Retently

MARCH 11, 2025

They dont just react to problems; they proactively track feedback in all its forms, optimize the buyer journey by leveraging available data, and collaborate across departments to improve processes. But CX isnt just about making things easier its a major competitive advantage. Customer feedback is the backbone of CX.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

InMoment XI

NOVEMBER 30, 2023

Respond to customer feedback, both positive and negative, to show transparency and dedication to customer satisfaction. Ignoring Customer Feedback One of the most common mistakes is neglecting customer feedback, both positive and negative. Reacting Emotionally to Criticism Criticism, whether justified or not, is inevitable.

Brands 284

Brands Management Multi-Channel Social Media 284

InMoment XI

MAY 14, 2022

Over the past few decades, InMoment has collected and analyzed feedback from billions of customer experiences. feedback, social reviews, and conversations) delivered through narratives, videos, images, and audio recordings. How do they contribute to fulfilling your individual needs? So, Why Do Customers Choose Their Favorite Brands?

Brands 370

Brands Retail Loyalty Competitive Advantage 370

InMoment XI

MAY 31, 2022

In the post-acquisition phase, Customer Success and Support own certain customer touchpoints, and are likely already gathering feedback about them from customers. Sign up today for free Net Promoter Score, CSAT or Customer Effort Score feedback with InMoment. These include Customer Satisfaction and Net Promoter Score.

Customer Journeys 396

Customer Journeys Examples Net Promoter Score Touchpoint 396

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. Often, CRM systems are the tools used to track important customer data and feedback metrics.)

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

GetFeedback

JANUARY 19, 2020

As my trip progressed, I got email requests for feedback at each step. If I just wanted to give feedback to Expedia or the hotel, I’d probably drop out at this point. . Key point : Feedback surveys have to be thoughtfully designed into each touchpoint, in terms of the channel, timing, and survey questions. .

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

InMoment XI

JULY 26, 2024

Brand Image: Managing negative feedback and highlighting positive experiences helps to build a favorable brand image. Competitive Advantage : Standing out with a strong reputation can set your business apart from competitors. Healthcare : Managing patient reviews and feedback to ensure a positive patient experience.

Brands 195

Brands Management Social Media Competitive Advantage 195

Steve DiGioia

MARCH 9, 2020

What happens when your competition down the street, who also upgraded their equipment or has similar procedures in place, routinely delivers the same dish within 6 minutes? You’ve lost a valuable competitive advantage because you fail to maintain the highest performance standards possible. service improvement plan.

Policies 310

Policies Competitive Advantage User Experience Comparison 310

InMoment XI

OCTOBER 24, 2024

Competitive Advantage While most companies claim to be customer-obsessed, a recent study showed that only 15% are actually customer-obsessed, meaning their business is focused on growing by delivering value to their customers. By succeeding in customer engagement, you have a better chance of keeping your customers coming back.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

Calabrio

MARCH 5, 2025

Eliminate Bias: Get an unbiased view of your contact centers calls with complete coverage of 100% of interactions Easy Feedback Delivery: Quickly access performance metrics in a simple dashboard and explore individual call details with an intuitive media player that enables transparency and simple sharing of feedback.

Contact Center 130

Contact Center Call Center Average Handle Time Customer Satisfaction 130

ECXO

AUGUST 9, 2023

Let me give you an example of leaders are creating competitive advantage. (I Firms that invest now have an opportunity to create competitive advantage. Regularly review and analyse client and team feedback, identify trends, and implement changes to enhance the client experience. We hear a lot about ‘new frontiers’.

Consulting 296

Consulting Competitive Advantage Culture Touchpoint 296