InMoment XI

DECEMBER 7, 2023

As competition and buyer empowerment compound, customer experience (CX) is proving to be the only truly durable competitive advantage. Companies that earn $1 billion annually can expect to earn on average an additional $700 million within 3 years of investing in customer experience.

Metrics 260

Metrics Net Promoter Score Measurement Customer Experience 260

ClearAction

OCTOBER 25, 2018

Customer-Centric Marketing: Step-Up Performance Lynn Hunsaker. Customer-centric marketing is necessary, yet far from sufficient — from customers’ and investors’ perspectives. Typical roles adopting customer-centric marketing are in the marcom area: digital, content, automation, intelligence, retention, advertising.

Customer Centricity 59

Customer Centricity Marketing 2017 Consumers 59

PeopleMetrics

JUNE 12, 2015

In customer experience management, we use transactional surveys to guide actions for customer centricity. You can get beyond the functional aspects of your customer experience, and focus on the emotional connections that build engagement and loyalty.

Customer Centricity 115

Customer Centricity Hotels Competitive Advantage Customers 115

CloudCherry

SEPTEMBER 19, 2018

Organizations eventually picked up on its impact, focusing now on creating delightful customer experiences for all who walk through their doors. As businesses strive for that competitive edge, they turn to customer experience management or CEM to better understand the customer’s perspective and improve based on these insights.

ROI 256

ROI Financial CEM Metrics 256

CloudCherry

SEPTEMBER 19, 2018

Organizations eventually picked up on its impact, focusing now on creating delightful customer experiences for all who walk through their doors. As businesses strive for that competitive edge, they turn to customer experience management or CEM to better understand the customer’s perspective and improve based on these insights.

ROI 225

ROI Financial CEM Metrics 225

Bob Hayes

SEPTEMBER 18, 2017

A new customer analytics survey of 80+ companies provides a look into the state of analytics in customer programs. Only 32% of respondents are satisfied with their company's use of analytics to create a competitive advantage. Creating a Competitive Advantage with Analytics. Roadblocks in Customer Programs.

Loyalty 113

Loyalty Competitive Advantage White Paper Social Media 113

SurveySparrow

JUNE 23, 2023

Hello there, fellow customer-centric enthusiasts! Today, we’re diving deep into the world of customer feedback. More specifically, we’re exploring the voice of customer methodologies. These techniques help us understand what our customers truly want and need. What is the Voice of the Customer (VoC)?

Voice of Customer 52

Voice of Customer Feedback Net Promoter Score Social Media 52

inQuba

JUNE 22, 2023

The frustrations of the pre-AI era have led to customer churn, negative word-of-mouth, decreased loyalty, increased support costs, and ultimately a competitive disadvantage. In today’s competitive landscape, customer experience has become a key differentiator.

Customer Experience 52

Customer Experience Customer Journey Competitive Advantage Customer Centricity 52

Wootric

DECEMBER 2, 2019

SAN FRANCISCO–December 3, 2019 — Wootric , the leading customer experience management software for the CX champion, announced that it has been named a Notable Vendor in the Gartner “Market Guide for Voice-of-the-Customer Applications” report. 2] Gartner.com, How to Measure Customer Experience.

Competitive Advantage 69

Competitive Advantage Marketing Chief Customer Officer Voice of Customer 69

SurveySensum

JULY 11, 2023

Companies that succeed at customer experience increase their sales at a rate that is 4-8 percent higher than the market average. This is due to the fact that a greater experience fosters stronger loyalty, converting consumers into promoters with a lifetime value of 6 to 14 times – Bain & Company, Are you experienced?

Brands 83

Brands Customer Experience Rewards Programs Touchpoint 83

GetFeedback

JANUARY 12, 2020

What’s behind the improved performance is what some call the “loyalty effect.” Great experiences lead to higher levels of customer loyalty which, over time, not only increases revenue growth but also reduces costs. . Develop customer journey maps to diagnose and improve experiences. About the guest author.

Customer Journey Mapping 221

Customer Journey Mapping Customer Journey Touchpoint Airlines 221

Lumoa

NOVEMBER 7, 2022

They’d organize surveys and listen to customers and then try to share these insights with other teams. But now, more organizations are realizing how essential customer insights are to developing a customer-centric business. To stay relevant, companies are using CX to create a competitive advantage.

2023 83

2023 Customer Experience Competitive Advantage 2021 83

SurveySparrow

JULY 31, 2023

Did you know that companies that prioritize the voice of their customers can achieve a 10 times higher customer satisfaction rate compared to their counterparts? Customer feedback holds the key to enhancing your brand’s reputation and fostering long-term loyalty.

Social Media 52

Social Media CEM Voice of Customer Net Promoter Score 52

Bob Hayes

OCTOBER 23, 2017

We surveyed 80+ customer-centric professionals in companies with formal customer-centric programs (e.g., Researchers from MIT and SAS showed that analytical-leading companies (those that use analytics to create a competitive advantage) adopted analytics practices to a greater degree than analytical-lagging companies.

White Paper 68

White Paper Competitive Advantage Government Customer Centricity 68

BirdEye

NOVEMBER 30, 2023

Here are key reasons why social media reputation is essential for brands: First impressions matter Building trust and credibility Influencing consumer decision-making Word-of-mouth marketing Competitive advantage Customer engagement and loyalty Crisis mitigation Recruitment and partnerships Global reach and impact 1.

Social Media 113

Social Media Management Brands Communication 113

Wootric

SEPTEMBER 18, 2019

Wootric’s mission is to help every business in the world make customer experience their competitive advantage with relevant and actionable insights from customers, prospects and employees. Wootric empowers the CX champion to evangelize a customer-centric mindset. Media Relations Contact. Lisa Abbott.

Insights 40

Insights Net Promoter Score Customer Experience E Commerce 40

Clarabridge

JANUARY 4, 2017

In the United States the estimated cost of customers switching due to poor service is $1.6 52% stop buying after a bad customer service interaction 2. 40% of customers switch loyalty because a competitor offers better customer service 2. Customers have definite ideas about how they want you to treat them.

2017 51

2017 Customer Experience Return on Investment Competitive Advantage 51

CSM Magazine

JULY 27, 2015

Three C-Level telco speakers will be sharing their vital view on implementing a successful CEM programme at Customer Experience Management (CEM) in Telecoms World Summit 2015 which will be held from 13-14 August 2015 in Singapore. Rebecca Eclipse, Chief Customer Experience Officer, Globe Telecom, Philippines.

CEM 40

CEM 2015 E-support Customer Centricity 40

Confirmit

SEPTEMBER 24, 2018

CEM software – or Customer Experience Management software - refers to the suite of software solutions that help organizations monitor their relationships with their customers, analyze the insights from feedback and other relevant data (e.g. How Does CEM Software Helps your Business? Interesting Links. Learn More.

CEM 40

CEM Multi-Channel Net Promoter Score Insurance 40

Confirmit

SEPTEMBER 24, 2018

CEM software – or Customer Experience Management software - refers to the suite of software solutions that help organizations monitor their relationships with their customers, analyze the insights from feedback and other relevant data (e.g. How Does CEM Software Helps your Business? Interesting Links. Learn More.

CEM 40

CEM Multi-Channel Net Promoter Score Insurance 40

SurveySensum

JULY 14, 2020

With over 20 years’ of extensive work experience across the Big 4 Assurance & Consulting Companies, plus Two Major Telecom companies in Indonesia, Rudy Dalimunthe is currently working with Indonesia’s #1 E-Commerce company, Tokopedia. Mila Widyani – Head of Customer Experience at CIMB Niaga. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Clarabridge

JANUARY 4, 2017

In the United States the estimated cost of customers switching due to poor service is $1.6 52% stop buying after a bad customer service interaction 2. 40% of customers switch loyalty because a competitor offers better customer service 2. Customers have definite ideas about how they want you to treat them.

2017 40

2017 Customer Experience Return on Investment Competitive Advantage 40

Horizon CX

FEBRUARY 26, 2019

Perhaps it’s due to a lack of loyalty within the business structure where current leaders just don’t believe they’ll have the time to see the long-term CX commitments through, and therefore they focus on the short-term goals that will more likely keep them employed. Commitment to a Customer-Driven Culture and Strategy.

Metrics 40

Metrics Customer Centricity Culture Leadership 40

Lumoa

OCTOBER 31, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies , we’re changing the way businesses see their customers. Find someone to champion customer experience at the c-suite and give them influence and resources to actually get things done”.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

Wootric

FEBRUARY 14, 2019

Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers. Why we love Angus: He’s the Customer Experience Manager at Sendoso and prides himself in “helping people connect the old fashion way.”

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Bob Hayes

DECEMBER 17, 2017

25 Data Science Terms Every Customer Professional Needs to Know - I believe that a good first step for customer-centric professionals to leverage customer data is to understand the terms data professionals use when extracting insights from their data.

2017 46

2017 White Paper Blog Competitive Advantage 46

Chattermill

MAY 12, 2019

Here are the 20 must read books we ended up with: Our Favourite Books on Customer Experience. The Effortless Experience: Conquering the New Battleground for Customer Loyalty by Matthew Dixon, Nick Toman, and Rick DeLisi. We thought we’d take a look back and put together a list of the best of the best.

Customer Experience Professionals 56

Customer Experience Professionals Books Customer Experience Hotels 56

Lumoa

APRIL 24, 2018

Sue Duris Customer Experience and Digital Marketing Consultant. For organizations just starting out with CX, NPS is a good gauge of loyalty. You want to see a complete view of your customers, what's going on, trends, etc. Janne Ohtonen Director of Customer Experience Management at Openet.

NPS 135

NPS Net Promoter Score Metrics Effort Score 135

Storyminers

JULY 6, 2020

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Bob Hayes

DECEMBER 17, 2017

25 Data Science Terms Every Customer Professional Needs to Know – I believe that a good first step for customer-centric professionals to leverage customer data is to understand the terms data professionals use when extracting insights from their data.

2017 40

2017 White Paper Blog Competitive Advantage 40

SurveySensum

SEPTEMBER 14, 2020

Carol Tompkins, Business Development Consultant at AccountsPortal.com says, “Providing a seamless multi-channel experience is one-way companies can use digital transformation to improve their CX programs and gain significant competitive advantage. Every customer requires a unique solution and more personalization.

Customer Experience 59

Customer Experience Social Media Multi-Channel 2025 59

Storyminers

JULY 6, 2020

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Experience Matters

APRIL 7, 2015

1) Company Overview: Clarabridge’s customer experience management platform helps hundreds of the world’s leading brands understand and improve the customer journey. The result: happy, loyal customers. 2) Make the case : Winning brands win the hearts of their customers. Clarabridge.

2015 97

2015 Multi-Channel 2014 CEM 97