Beyond Philosophy

JUNE 7, 2016

This week, Bob Thompson’s informative, timely blog on strategies companies can use to make customer experience a competitive advantage – and how most neither measure experience nor compete on it – puts me in mind of a line of discussion around customer experience lagniappe. Michael Lowenstein, Ph.D.,

Brands 74

Brands Customer Experience Banking Competitive Advantage 74

RapportBoost

DECEMBER 10, 2018

So, Talkdesk Enterprise Contact Center empowers companies to make their Customer Experience a competitive advantage. Joining us today would be Tony Medrano; CEO of RapportBoost AI , the leading conversational sales analysis platform for brands that use chips, SMS and messenger tools to engage customers.

Contact Center 40

Contact Center Customer Centricity Multi-Channel Webinar 40

inQuba

JUNE 21, 2022

How Leading Businesses are Improving Customer Experience and Conversion Through Natural Conversations. Imagine being able to have a personal dialogue with every customer (or potential customer) as they interact with your brand and try to achieve their goals. Brands are also seeing higher open rates and spend rates.

Demo 52

Demo Retail Telecommunications Banking 52

Happy or Not

JUNE 13, 2023

The role of employee engagement in customer experience Employees who feel valued, supported, and motivated develop a genuine connection with customers, leading to positive interactions and long-term relationships. How to measure the impact of employee engagement on business performance?

Engagement 36

Engagement Culture Customer Satisfaction Innovation 36

CX Journey

OCTOBER 5, 2017

Companies will not become complacent if they develop a customer-focused and customer-centric culture. Some would argue that customer-obsessed, like Amazon, is the better way to go; you will certainly never have to worry about complacency, if that's the case! Check out his post on " Where complacent brands go."

Innovation 51

Innovation Competitive Advantage Metrics Culture 51

InMoment XI

FEBRUARY 1, 2024

Emotion detection helps businesses tailor their responses and strategies to align with customer emotions, enhancing personalized customer experiences and building stronger emotional connections with the brand. This forward-looking approach is vital for maintaining competitive advantage and fostering customer loyalty.

Social Media 260

Social Media Insights Metrics Loyalty 260

Wootric

FEBRUARY 14, 2019

Why we love Clare: She’s a digital nomad, keynote speaker, Founder of CMXperience , and shares her personal thoughts and experiences on The CX Nomad. Why we love David : He’s VP of Customer Insights at Ancestry.com. She also holds a Bachelor of Applied Science in Computer Engineering.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Natalie Petouhof

JANUARY 28, 2021

Tweet In this “new” world we are living in, the ability for an organization to treat their customers and employees with empathy has never been more important. But where I see differences and perhaps what needs to be explored more is – “What does showing “empathy” mean and how does a brand deliver it?”. Why is that?

Employee Experience 59

Employee Experience Competitive Advantage Contact Center 2021 59

Integrity Solutions

SEPTEMBER 2, 2021

But the greatest opportunity for moving the needle on customer loyalty—that critical driver of long-term growth and competitive advantage—lies in consistently building value for customers. Here’s something that’s not always so intuitive: Customer loyalty starts with employee loyalty. Dissatisfied Customers.

Loyalty 74

Loyalty Competitive Advantage Customer Centricity Culture 74

SurveySensum

JULY 14, 2020

Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth. Mila Widyani – Head of Customer Experience at CIMB Niaga.

2020 132

2020 Customer Experience Magazine Consulting 132

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. Barry Dalton. Bob Thompson. Bruce Temkin.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Forrester's Customer Insights

MAY 7, 2018

How to differentiate your brand in highly competitive markets, especially when competitors promptly copy anything that works? HaiDiLao evokes positive emotions from customers with memorably crafted human interactions. The company empowers its staff to personalize experience delivery as customers or scenarios demand.

Customer Service 26

Customer Service Customers Interaction Brands 26

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. Barry Dalton. Bob Thompson. Bruce Temkin.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Michel Falcon Experience

SEPTEMBER 25, 2014

As a customer experience executive coach and keynote speaker, I’ve helped many companies increase their customer centricity. A common theme I find in organizations is the absence of a team who leads the design and management of the customer experience in collaboration with other department leaders.

Customer Experience 120

Customer Experience Chief Customer Officer Competitive Advantage Customer Centricity 120

Stella Connect

JANUARY 4, 2022

And if you’re in a contact center performance management role, you’ve probably invested a lot of time and energy into your customer service training and customer service coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease.

Customer Service Training 97

Customer Service Training Customer Service Contact Center Customers 97

Stella Connect

APRIL 17, 2018

If you’re in a call center performance management role, you’ve probably invested a lot of time and energy in your customer service training and coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease. Adam Toporek , Customers That Stick.

Customer Service Training 62

Customer Service Training Customer Service Contact Center Customers 62

Stella Connect

APRIL 17, 2018

If you’re in a contact center performance management role, you’ve probably invested a lot of time and energy in your customer service training and customer service coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease.

Customer Service Training 40

Customer Service Training Customer Service Contact Center Customers 40

Lumoa

APRIL 24, 2018

The maturity of the organizations ability to use this rich information and leadership greatly determine the outcome of this or any listening system truly driving culture change that leads to improved customer and employee experiences." Blake Morgan Customer Experience Futurist, Speaker and Author. linkedin Why?

NPS 135

NPS Net Promoter Score Metrics Effort Score 135

Beyond Philosophy

JUNE 20, 2015

In short, the desired outcome is to de-emphasize price and de-commoditize the service, building value delivery advantage around the total experience. As basic customer experience processes were improved, the metric flatlined, offering no opportunity for further enhancement or competitive advantage.

B2C 102

B2C B2B Metrics Competitive Advantage 102

Bold360

DECEMBER 1, 2016

Webb is a certified management consultant who works with the top brands in the world. He’s also the CEO of Boomē, a management consulting firm that specializes in customer experience design and author of a new book, What Customers Cravve , which will be in bookstores worldwide this October. Ben Harris. Angie Stocklin.

Customer Experience 104

Customer Experience Customers Consulting E-support 104

Qualtrics

JANUARY 27, 2020

Experiences are the new differentiators. Providing the best experience has become the hallmark of business success, and a company striving for competitive advantage must differentiate based on the experiences they create and deliver. billion customer calls in 2018 alone.

Contact Center 22

Contact Center Call Center Metrics Competitive Advantage 22

C Space

NOVEMBER 21, 2019

Not even competition. But their own customers. In the old days, brands were defined in an ivory tower, brought to life in ad shops and broadcast their benefits through third-party publishers. Competitive advantage was won through efficiencies in manufacturing logistics, supply chains and distribution.

Net Promoter Score 66

Net Promoter Score Culture Insights Retail 66