Help Scout

MAY 21, 2019

Yet according to McKinsey, “In many cases, the customer — not the competition — is the key to a company’s prospects.” Looking at your competitors might define your competitive advantage — i.e., what do you do better than them? It’s a matter of focus. But looking at your customers defines value.

Hotels 40

Hotels Hospitality Travel Touchpoint 40

Eptica

NOVEMBER 8, 2017

Date: Wednesday, November 8, 2017 How to make your organization truly customer centric. Published on: November 08, 2017. But creating this customer understanding is complicated by the fact that the customer journey today is fluid and spans numerous touchpoints, many of them digital channels. So you can’t stand still.

Customer Centricity 96

Customer Centricity Chief Customer Officer 2017 Competitive Advantage 96

TechSee

APRIL 10, 2019

In the highly competitive telecom industry, customer experience is a critical factor in building and maintaining a competitive advantage. Drive Revenue with Great Customer Experience 2017 indicates that after the auto industry and upscale hotels, telecoms has the third highest potential for increasing revenue by improving CX.

Customer Experience 154

Customer Experience Omnichannel Customer Centricity Social Media 154

ClearAction

OCTOBER 25, 2018

Marketers put themselves in the customers’ shoes to serve customers better, thus building a long-term, sustainable competitive advantage.” Connect technologies for real-time transparency: How many technologies do we use to bring all our physical and digital consumer communications to market?

Customer Centricity 59

Customer Centricity Marketing 2017 Consumers 59

CSM Magazine

JUNE 12, 2020

Emergent technologies have forever changed traditional customer service support. Stakeholder considerations, new technologies, and shifting demographics are all influential factors to maximize both tangible and intangible benefits in the value chain. Increasing Role of Technology in Customer Service. Wiatt and Jolene A.

Customer Service 52

Customer Service E Commerce Virtual Agent E-support 52

Chattermill

JULY 31, 2017

by Jack Miller on 1 Aug 2017. When we talk about customer experience, we mean the sum of all interactions a customer has with a company, including touchpoints before, during and after a sale. Done right, it is a source of competitive advantage and can contribute to stronger financial performance. customer support.

Fashion 40

Fashion Banking Multi-Channel Social Media 40

Currency Alliance

MAY 9, 2019

Tellingly, the greatest investment in vehicles has not been in how the vehicles move, but in “sharing solutions” – with a 32x increase in investment over the 7 years to 2017. With growth, comes competition. Independent of market positioning, unique customer insight will become the primary competitive advantage.

Loyalty 56

Loyalty Loyalty Programs Airlines Travel 56

Confirmit

SEPTEMBER 24, 2018

Provide a holistic view of customers across all touchpoints and all channels, across the entire customer journey. capture the Voice of the Customer across all touchpoints and channels. Improve VoC metrics like NPS® and correlate this improvement to revenue. deliver role-based insights in the right format at the right time.

Customer Experience Management 45

Customer Experience Management Management Customer Experience Multi-Channel 45

Confirmit

SEPTEMBER 24, 2018

Provide a holistic view of customers across all touchpoints and all channels, across the entire customer journey. capture the Voice of the Customer across all touchpoints and channels. Improve VoC metrics like NPS® and correlate this improvement to revenue. deliver role-based insights in the right format at the right time.

Customer Experience Management 40

Customer Experience Management Management Customer Experience Multi-Channel 40