InMoment XI

FEBRUARY 8, 2024

This scalability ensures that the organization can adapt to changing demands without sacrificing service quality. Competitive Advantage Organizations that optimize their contact centers are better positioned to differentiate themselves in the market by delivering superior customer service.

Contact Center 260

Contact Center Multi-Channel Social Media Competitive Advantage 260

Kustomer

OCTOBER 2, 2020

Optimal customer service is a must for companies that want a stellar reputation that keeps business flowing. In fact, according to our own research , 79% of consumers say customer service is extremely important when deciding where to shop, so delivering on consumer expectations has never been more important.

Consumers 80

Consumers Retail E-support Competitive Advantage 80

Horizon CX

DECEMBER 1, 2023

By consistently delivering products that not only meet but exceed customer expectations, Apple has cultivated a devoted customer base, driving repeat business, and supporting its strategic objective of sustaining a premium market position.

Customer Centricity 52

Customer Centricity Automotive E Commerce Fashion 52

Playvox

JANUARY 25, 2024

Quality Management Quality Management is the people, processes, and systems a contact center uses to provide valuable insights and monitor customer interactions to ensure contact center agents are handling them in the desired fashion. By the time an issue is found, the customer experience has already suffered.

Contact Center 77

Contact Center Omnichannel Net Promoter Score Management 77

Lumoa

APRIL 24, 2018

On the positive side, NPS provides a consistent methodology to measure consumer affinity for a brand. NPS is a helpful strategic barometer for consumer opinion, but it doesn’t tell us why consumers are happy or un happy. Knowing the “why” behind the number and how to use it to gain a competitive advantage is another.

NPS 135

NPS Net Promoter Score Metrics Effort Score 135