ECXO

MARCH 6, 2025

In the following sections, we explore how to lead a successful CX transformational program in a B2B settingcovering everything from executive leadership and strategy to metrics, culture change, and real-world case studies. A well-executed UX/UI can be a competitive advantage. Another key aspect of strategy is prioritization.

B2B 339

B2B Customer Journeys How To Effort Score 339

Kayako

JULY 19, 2016

We’ve spent over a year studying this very question—talking, reading, and listening to all sorts of people and perspectives. Make Customer Service Your Competitive Advantage. What are your biggest barriers to transforming customer service into your competitive advantage? Breaking Down True Brand Loyalty.

Competitive Advantage 120

Competitive Advantage Customer Service Self Service Loyalty 120

InMoment XI

NOVEMBER 18, 2024

Customer behavior analysis is the process of studying and interpreting how customers interact with a business at each stage of the customer journey. Competitive Advantage Understanding customer behavior can be a key differentiator in today’s business environment. What Is Customer Behavior Analysis?

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

ECXO

JUNE 11, 2023

With their 1998 Harvard Business Review article “Welcome to the Experience Economy” (and 1999 book), Joe Pine II and James Gilmore introduced the term Customer Experience as the next competitive battleground. Since then, customer experience has become ‘institutionalized’ as a key domain to generate sustainable competitive advantage.

Customer Experience 366

Customer Experience Customer Centricity Competitive Advantage Government 366

C3Centricity

MARCH 12, 2024

What is the cornerstone of sustainable growth and competitive advantage today? A study by Epsilon found that 80% of consumers are more likely to purchase a brand that provides personalized experiences. This shift demands a strategic overhaul of how companies approach customer engagement and traffic generation.

Customer Engagement 296

Customer Engagement Engagement Competitive Advantage Entertainment 296

BirdEye

AUGUST 28, 2020

3 reasons why customer feedback is your competitive advantage. Studies show that a stunning 92% of consumers consult reviews before making a purchase decision. Case study: Hillcrest Animal Hospital. Want to know more about how customer feedback can be your business’s competitive advantage? Here’s why.

Competitive Advantage 75

Competitive Advantage Feedback Net Promoter Score Hospitality 75

Comm100

MAY 19, 2020

Competitive advantages. Studies have shown time and time again that live chat helps to increase sales – and companies are reaping the benefits. In fact, a consumer research study from Oracle found that 90% of customers said the “Live Chat” button gives them confidence that they can get help if they need it.

Competitive Advantage 279

Competitive Advantage eBook Report Loyalty 279

Oracle

NOVEMBER 9, 2020

When reviewing the finalists’ submissions for the Oracle “ Thinker Award for Best Innovation in Sales ,” it became clear that successful innovation gives businesses a much-needed competitive advantage. Let’s take a look at three ways the Markie finalists gained a competitive advantage through innovation.

Competitive Advantage 76

Competitive Advantage Innovation Multi-Channel Banking 76

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

ECXO

MARCH 5, 2024

By focusing on the customer, encouraging innovation, reducing risk, promoting collaboration, and providing a competitive advantage, Design Thinking can significantly enhance the outcome of digital transformation initiatives, leading to improved customer experience and business success.

Customer Centricity 294

Customer Centricity Competitive Advantage Innovation Customer Journeys 294

GetFeedback

NOVEMBER 7, 2019

A 2018 study by Marketing Dive showed that 75% of Gen Z shoppers (those between the ages of 18 and 25) turn to eCommerce to make most purchases. However, the same study provides interesting paradox—of those same Gen Z shoppers, 65% prefer to “touch and feel products before making a purchase.”. Try us out for free today.

Ecommerce 249

Ecommerce Social Media Competitive Advantage Study 249

Kayako

MARCH 21, 2022

One study found that the brands that provide the best customer experiences achieved 17% compound growth between 2010 and 2015. Innovative companies can turn this into a competitive advantage by screening applicants for valuable soft skills. Business experts and study data say “yes.” Now for the good news! Is it worth it?

Customer Service 292

Customer Service Social Media Ecommerce Competitive Advantage 292

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. Live Chat is Your Competitive Advantage.

Loyalty 180

Loyalty Sales Competitive Advantage Ecommerce 180

Vonage

MAY 25, 2016

With revenue being transferred between companies at such an alarming rate, the study highlights the considerable impact that customers have on a business’s success. How to future-proof your contact center technology and find your competitive advantage. Related Posts Create a vision for your customer service education.

Poor Customer Service 159

Poor Customer Service Infographics Competitive Advantage Customer Service 159

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 19, 2020

In CustomerThink’s recent study of 200+ CX initiatives , respondents were asked about sources of feedback. Winning (25%): “outcomes can be quantified” or “created a competitive advantage.”. The study found that using only surveys is not a CX success driver. Developing (58%): “seeing some signs of CX improvement.”.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

AskNicely

APRIL 4, 2018

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. To learn more about how Fleetio used AskNicely to drive a customer-obsessed culture, read the full case study. Get the Case Study.

Net Promoter Score 150

Net Promoter Score Feedback Case Study 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. In fact, according to Econsultancy’s Digital Trends 2018 report, 45% of companies cite content and experience management as their number one priority.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

CloudCherry

APRIL 22, 2019

This means using psychology to aid your business in gaining a competitive advantage when it comes to retaining consumers’ loyalty and trust. This was proven in a 1993 study by two psychologists from Texas Tech University.

Strategy 186

Strategy Competitive Advantage Loyalty Retail 186

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

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. A trade-off exercise.

Customer Journeys 221

Customer Journeys How To Touchpoint Airlines 221

Customer Bliss

JUNE 28, 2018

Powers North America Airline Satisfaction Study. Airlines that take this information and embrace the standards in my newest book, Would You Do that to Your Mother , can gain a competitive advantage by finding ways to boost customer loyalty and raise overall customer experience.

Airlines 135

Airlines Industry Competitive Advantage Travel 135

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. Foresight Networks: Create networks and communities focused on future studies and foresight.

Customer Experience 177

Customer Experience Culture Policies Innovation 177

Retently

MARCH 11, 2025

But CX isnt just about making things easier its a major competitive advantage. Forresters studies show that businesses that prioritize CX see higher revenue than those that dont. In a market where consumers have endless choices, 73% say a great experience influences their brand loyalty more than price or product.

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. In this post, I will present some of the results of that study, focusing on the adoption of research practices (e.g.,

Competitive Advantage 101

Competitive Advantage Data Customer Experience Analytics 101

MiaRec

JULY 1, 2024

According to a 2023 Deloitte study , 83% of BPOs are looking to cut costs and 82% are trying to standardize processes to become more efficient. But many BPOs are also adding AI capabilities to their service offering to create a value-add that will help distinguish them in the highly competitive market. If so, you are not alone.

Competitive Advantage 105

Competitive Advantage Contact Center Study Marketing 105

InMoment XI

FEBRUARY 2, 2024

Studies have shown that companies that engage with customer feedback can see up to a 5-10% increase in customer retention rates. A Harvard Business Review study found that a 12-point increase in NPS leads to a doubling of a company’s growth rate. Responding to both positive and negative feedback can’t be overstated enough.

Hospitality 195

Hospitality Call Center Retail NPS 195

AskNicely

OCTOBER 10, 2018

Christensen’s now famous Harvard Business Review study on McDonald’s milkshakes is a perfect example of how customer feedback can help brands better understand what their customers’ jobs-to-be-done are. Adopt customer feedback to stand out and create a competitive edge. Connected happy customers are your competitive edge.

Feedback 150

Feedback Brands Net Promoter Score Competitive Advantage 150

CSM Magazine

MARCH 19, 2025

Case Studies: How AI Translation is Transforming Customer Support 1. Companies that embrace AI translation will gain a competitive edge, while those that delay risk falling behind. This helps customer support teams make informed decisions and improve overall communication effectiveness.

e-support 59

e-support Chatbots Competitive Advantage Case Study 59

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. 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?

Survey 120

Survey Data Competitive Advantage Analytics 120

CSM Magazine

FEBRUARY 6, 2025

Weve rounded up some of the best MBAs that emphasize customer service excellence, leadership, and innovation to help you make an informed decision when choosing which MBA to study. Practical Learning Opportunities: Look for internships, case studies, and industry collaborations that prepare you for real-world challenges.

Customer Centricity 52

Customer Centricity Leadership Hospitality Course 52

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% experiencing this frustration frequently.

Consumers 150

Consumers Self Service First Call Resolution Omni-Channel 150

Vonage

JULY 22, 2016

In a recent study from Toister Performance Solutions , service expert Jeff Toister evaluated responses from more than 600 contact center agents with 74 percent self-reporting at risk for burnout. In Toister’s study, it isn’t surprising that only 59 percent of respondents at severe risk for burnout “felt empowered.”

Contact Center 0

Contact Center Gamification Competitive Advantage Study 0

Inbenta

JANUARY 13, 2020

Chatbots are known for their benefits on customer experience and relation, here are some examples of how a chatbot can help boost your e-commerce site and create a competitive advantage. A Zendesk study shows that 81% of customers try to take care of their own problem before reaching out to support channels.

Chatbots 109

Chatbots e-support Competitive Advantage Study 109

NICE inContact

SEPTEMBER 30, 2019

Hiring remote workers can be a competitive advantage for companies, especially contact centers. Stanford University conducted a two-year study where they surveyed 500 remote workers and those who worked in a conventional workplace. Business in 2019 looks dramatically different than it did 30 years ago.

Contact Center 136

Contact Center Gamification Call Center Competitive Advantage 136

Horizon CX

DECEMBER 1, 2023

Zappos: Customer Service Excellence as a Competitive Advantage Alignment with Strategic Goals: Zappos, an online shoe and clothing retailer, aligns its CX strategy with its strategic goals by prioritizing exceptional customer service. A few references to consider are among the following.

Customer Journeys 130

Customer Journeys Customer Centricity Automotive Fashion 130

ECXO

DECEMBER 26, 2023

Highly practical and accessible, it includes case studies and examples from AT&T, Apple, Spotify and The Wall Street Journal showing how these approaches have been used in practice. It features case studies of leading brands including Lemonade, Spotify, CEMEX, VMware, Starbucks, NIKE and Amazon. Here is the book link.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156