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

BirdEye

AUGUST 28, 2020

Their secret: customer feedback. In this guide, we’ll explore the following: Why customer feedback is so crucial How you can get started with a winning customer feedback process How you can identify and fix operations issues. 3 reasons why customer feedback is your competitive advantage. Here’s why.

Competitive Advantage 75

Competitive Advantage Feedback Net Promoter Score Hospitality 75

AskNicely

APRIL 4, 2018

They rally their entire organization around customer feedback. Fleet Management Software Meets Real-Time Customer Feedback. In other words, having a scalable mechanism for real-time customer feedback is not just important, it’s essential to their business model and their competitive advantage. Get the Case Study.

Net Promoter Score 150

Net Promoter Score Feedback Case Study Competitive Advantage 150

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

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. You can do this through customer interviews, surveys, and observational studies.

Customer Centricity 294

Customer Centricity Competitive Advantage Innovation Customer Journeys 294

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

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. 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

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

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

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

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

Kayako

SEPTEMBER 14, 2018

Our study of 500 consumers and businesses proves it. But the biggest takeaway from our study isn’t a particular statistic—it’s that live chat (when done right) has the power to drive sales and boost customer loyalty. Our study turned up one piece of data that I find the most intriguing.

Loyalty 180

Loyalty Sales Competitive Advantage Ecommerce 180

GetFeedback

MARCH 20, 2019

According to a study conducted by Bain and Company , while 80% of companies say they’re customer-centric, only 8% of customers agree. In fact, according to the Gartner group , great customer experience is a major competitive advantage—with more than two-thirds of marketers saying their companies compete mostly on the basis of CX.

Customer Voice 210

Customer Voice Net Promoter Score Customer Centricity Competitive Advantage 210

InMoment XI

SEPTEMBER 12, 2023

These are areas where you have the opportunity to differentiate your business and gain a competitive advantage. Capitalizing on Competitor Weaknesses Studying your competitors’ strategies through competitor analysis will expose their strengths, but more importantly, their weaknesses.

Analysis 195

Analysis Marketing Competitive Advantage Analytics 195

GetFeedback

JANUARY 12, 2020

About eight out of ten business leaders say they want to “improve” the customer experience (CX) to be more competitive. In CustomerThink’s recent study of 200+ CX initiatives, 74% agreed: “By 2020, customer experience will overtake price and product as the key brand differentiator.”. And for good reason. That’s not as easy as it seems.

Customer Journeys 221

Customer Journeys How To Touchpoint Airlines 221

Lumoa

NOVEMBER 7, 2022

1 Customer insights are a company-wide resource Even just a few years ago, customer insights or feedback were collected and owned solely by the CX or marketing team. 2 Companies are using CX to create a competitive advantage Customers have more options than ever before.

Trends 195

Trends Customer Experience Competitive Advantage Feedback 195

InMoment XI

FEBRUARY 2, 2024

Major Hospitality Conglomerate Masters The Art of Engagement At the heart of one of the biggest dining, entertainment, and hospitality conglomerates in the nation lies a balanced approach to customer feedback: they’ve mastered the art of both reactive and proactive engagement.

Hospitality 195

Hospitality Call Center Retail NPS 195

Lumoa

APRIL 24, 2018

Tracking feedback of any kind helps leaders recognize when things are going well and when they are not. So while I'd recommend this as a tool for those who want to gather the right feedback, I wouldn't say it's the only one. Finally, there are research studies that question the validity of the science behind NPS."

System 317

System Effort Score NPS Net Promoter Score 317

ECXO

AUGUST 6, 2024

The Neuroscience of Future Thinking Neuroscientific studies reveal that imagining the future activates several brain regions, including the hippocampus and the prefrontal cortex. 6. Competitive Advantage a. 7. Customer Feedback and Adaptation a. This differentiation attracts and retains customers.

Customer Experience 177

Customer Experience Culture Policies Innovation 177

Customers Rock!

APRIL 14, 2010

We had a great discussion around listening to customers, gathering social media feedback and turning it into action inside of a company, and of course we talked about the NetPromoter score and how to use it strategically. Countless reports and case studies have proven this linkage. Recently on Customers Rock!

Social Media 154

Social Media Case Study Financial Banking 154

Happy or Not

APRIL 1, 2025

In a recent episode of The Intuitive Customer podcast, Tim Waterton, Chief Revenue Officer at HappyOrNot, shared invaluable insights into efficiently collecting customer feedback and using it to create a real-time solution. click to visit & listen) Why is real-time customer feedback important for business growth?

Feedback 36

Feedback Net Promoter Score Effort Score Customer Retention 36

Kayako

NOVEMBER 1, 2017

Impersonal, inattentive, and inefficient – a study in all the things that customer service shouldn’t be. Support as a competitive advantage. Ask for feedback and constantly improve. We’re used to asking for feedback on service quality and interactions – at least as far as solving customer problems goes.

Chatbots 213

Chatbots Social Media Competitive Advantage Consumers 213

Lumoa

JULY 17, 2023

It is no longer a competitive advantage but a necessity. Companies must be able to adapt to a dynamic market environment in order to stay competitive and retain customers. There are many studies that highlight consumers’ rising expectations regarding service quality. Optimizing your online presence 2.

Customer Experience 195

Customer Experience Strategy Self Service Chatbots 195

GetFeedback

MARCH 22, 2019

Job satisfaction is even a competitive advantage that can help you attract the best people to your organization. See below for more from this study. The only way to know what your employees feel and what they want is to ask them, and a survey is a perfect way for them to give you feedback and offer solutions. .

Survey 186

Survey Employee Engagement Competitive Advantage Measurement 186

Bob Hayes

MARCH 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. Your feedback will help us answer two broad questions: What is the state of data science and machine learning? To take the survey, please click the link below.

Survey 120

Survey Data Competitive Advantage Analytics 120

InMoment XI

AUGUST 22, 2024

Key Insights from the Study Accessibility to Live Support : 70% of customers struggle to reach a live representative, with 39.6% Our advanced AI capabilities, combined with actionable insights from customer feedback , empower your brand to take decisive action. experiencing this frustration frequently.

Consumers 150

Consumers Self Service First Call Resolution Omni-Channel 150

InMoment XI

NOVEMBER 15, 2023

Voice of the Customer (VoC) Voice of the Customer (VoC) encompasses various methods for collecting and analyzing customer feedback. Competitive Advantage : Companies that prioritize customer experience often outperform their competitors. Data sources may include customer feedback, website analytics, CRM systems, and more.

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

GetFeedback

OCTOBER 4, 2019

In fact, according to a Bain and Company study, most companies that think they’re providing their customers with great services aren’t. The feedback from customer surveys provides you with that voice. Ask for feedback at the right time: Time, in this case, refers to the stage of the buyer journey the customer is at.

Survey 150

Survey Data Competitive Advantage Touchpoint 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. The right platforms can influence buying decisions, enhance search rankings, and provide valuable customer feedback.

Automotive 94

Automotive Insurance Healthcare Hospitality 94

Lumoa

SEPTEMBER 16, 2022

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. There were previously 45% of people sharing negative feedback on social media and only 32% sharing positive feedback.

Net Promoter Score 195

Net Promoter Score NPS Effort Score Comparison 195

Horizon CX

APRIL 1, 2024

Voice of the customer (VOC) program: The organization has a systematic process for collecting and analyzing customer feedback. Back in 2015, MaritzCX conducted a revealing study that shed light on the state of CX maturity across industries. This feedback can be used to identify areas for improvement and track your progress over time.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

TechSee

SEPTEMBER 29, 2020

This is especially relevant in today’s customer-focused marketplace, where expectations are high, and customer service excellence has become a competitive advantage. A recent study on this topic found that customer satisfaction (CSAT) ratings are 35-45% lower for customers who must make a second call about the same issue.

Call Center 196

Call Center Self Service Strategy Contact Center 196

SurveyGizmo

FEBRUARY 12, 2020

The Competitive Advantage of Engaged Employees. They are infusing engagement into their company DNA and, together with SurveyGizmo, have created a continual feedback loop to fuel a 10-fold increase in their Employee Net Promoter Score (eNPS). Feedback Fuels Company-wide Decision-making.

Employee Engagement 81

Employee Engagement Interaction Feedback Net Promoter Score 81

Retently

MARCH 29, 2023

Measure and Improve Customer Satisfaction Send NPS surveys to your clients and start collecting, analyzing, and acting on the received customer feedback free trial Tesla cultivates brand loyalty Tesla doesn’t have a huge marketing budget, unlike car manufacturers such as Ford and General Motors.

Net Promoter Score 195

Net Promoter Score NPS Automotive Customer Satisfaction 195

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 2, 2025

By analyzing feedback and behavior patterns, businesses can proactively address pain points, reduce churn, and build lasting relationships. By tracking real-time feedback, they quickly fixed major pain points, improving satisfaction across shoppers, retailers, and advertisers. Take the case of Instacart as an example.

Customer Insights 62

Customer Insights Analysis Social Media Analytics 62

Comm100

JUNE 30, 2016

The course, Culture of Service: New Perspective on Customer Service Relation , includes video lectures and discussion board forums—currently archived, you can use the course material to study independently, or sign up to be notified about the next enrollment date in order to take the class in real time with other global students. Cost: Free.

Customer Service Training 183

Customer Service Training Course Training Customer Service 183