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. We studied 88 companies that have a formal customer program (e.g.,

Loyalty 113

Loyalty Competitive Advantage White Paper Social Media 113

SurveySensum

AUGUST 1, 2023

According to the Brand Keys Customer Loyalty Engagement Index , a 7% increase in customer loyalty can result in a significant increase of up to 85% in the money customers spend over their lifetime. Changing Customer Behavior: Customer behavior has evolved rapidly, especially with the increasing adoption of technology.

Retail 52

Retail Loyalty Connections Loyalty Programs 52

SurveySparrow

JUNE 23, 2023

What is the Definition of Voice of Customer Methodologies First of all, The term “VoC” refers to several techniques that businesses use to capture what customers are saying about their products, services, and brands. Why is Voice of Customer Methodologies Important in a Business?

Voice of Customer 52

Voice of Customer Feedback Net Promoter Score Social Media 52

SurveySparrow

JULY 31, 2023

Let’s explore some key types of voice of customer analytics: 1. Text Analytics Imagine sifting through tons of customer reviews, social media posts, and support tickets to extract meaningful insights. Social Media Analytics Ah, social media, the place where everyone loves to express their thoughts.

Social Media 52

Social Media CEM Voice of Customer Net Promoter Score 52

SurveySparrow

JULY 27, 2023

Well, it’s all about leveraging the power of digital technologies and channels to enhance customer interactions, streamline processes, and create personalized experiences throughout the entire customer journey. We’re talking about websites, mobile apps, social media, online chat, and more!

Customer Experience 52

Customer Experience Social Media Multi-Channel Touchpoint 52

SurveySparrow

JUNE 28, 2023

Procter & Gamble: Personalized Customer Experiences in FMCG In the FMCG sector, Procter & Gamble (P&G) has set a benchmark with its personalization strategy. P&G leverages data from various sources, including direct customer feedback and social media, to gain a nuanced understanding of customer needs and preferences.

Customer Experience 52

Customer Experience Healthcare Competitive Advantage E Commerce 52

Thematic

FEBRUARY 19, 2024

What matters is how your customers feel after they’ve used your product or services, and to identify causes of customer frustration and churn. One in 26 customers will voice their complain t , while most will just churn. AI-driven tools can translate insights into quantifiable CX improvements.

Customer Experience 62

Customer Experience Net Promoter Score NPS Loyalty 62

Thematic

FEBRUARY 19, 2024

What matters is how your customers feel after they’ve used your product or services, and to identify causes of customer frustration and churn. One in 26 customers will voice their complain t, while most will just churn. AI-driven tools can translate insights into quantifiable CX improvements.

Customer Experience 62

Customer Experience Net Promoter Score NPS Loyalty 62

Kustomer

SEPTEMBER 1, 2022

Here are six ways companies can build and improve the customer experience without a massive reorganization. 6 Ways to Maintain a Strong Customer Service Strategy. HubSpot recently found that only a 5% increase in customer retention has the potential to increase revenue by 25-95%.

Customer Service Strategies 104

Customer Service Strategies Customer Service 2025 Consumers 104

LoyaltyPlus

AUGUST 4, 2017

Improve your competitive advantage through leading-edge customised CRM and Rewards Systems Software Solutions. CRMPlus further embeds AnalyticsPlus allowing for superior customer intelligence mining and extracting and segmentation of datasets to be used in campaigning actions. Get the unfair advantage. Just Engage.

Customer Relationships 40

Customer Relationships Engagement Social Media Magazine 40

Kustomer

OCTOBER 14, 2020

Let’s explore some of the most effective ways to sustain your customer service strategy. 6 Ways to Maintain a Strong Customer Service Strategy. HubSpot recently found that only a 5% increase in customer retention has the potential to increase revenue by 25-95%.

Customer Service Strategies 105

Customer Service Strategies Customer Service Competitive Advantage 2020 105

Magellan Solutions

JULY 11, 2023

Multichannel Customer Support Capabilities Customers want seamless interactions across many communication platforms in today’s digital world. It offers convenience for a more remarkable customer experience. Undergoing training can help the BPO staff stay informed on market developments and customer outsourcing strategies.

Customer Experience 75

Customer Experience Net Promoter Score E-support Customer Satisfaction 75

Lumoa

NOVEMBER 10, 2021

72% of customers only choose to engage with brands that use personalized messaging, which means that companies that take the time to get to know their customers can gain a serious competitive advantage in attracting, engaging, and retaining customers.

Customer Experience Design 83

Customer Experience Design Customer Experience User Experience Touchpoint 83

SurveySparrow

DECEMBER 27, 2023

Improved Customer Satisfaction and Loyalty : Understanding and acting on customer feedback helps address pain points and improve the overall user experience. This increases customer satisfaction, which can lead to higher retention rates and customer loyalty. How do you get started with the VoC framework?

Voice of Customer 52

Voice of Customer B2B Net Promoter Score NPS 52

SurveySparrow

DECEMBER 26, 2023

Improved Customer Satisfaction and Loyalty : Understanding and acting on customer feedback helps address pain points and improve the overall user experience. This increases customer satisfaction, which can lead to higher retention rates and customer loyalty. How do you get started with the VoC framework?

B2B 52

B2B Net Promoter Score NPS Feedback 52

Alida

DECEMBER 20, 2017

Insight-driven businesses take off. According to Forrester, insight-driven businesses are on track to steal $1.2 These organizations prioritize customer insight, leveraging data and analytics in every step of their decision-making. Customer-centricity creates competitive advantage for leading brands.

2017 154

2017 Retail Insights Innovation 154

Alida

SEPTEMBER 22, 2016

Tom Vanderbilt, journalist and author of You May Also Like: Taste in the Age of Endless Choice , delivered a keynote on the fascinating nature of customer preferences. According to Vanderbilt, social media and our sharing economy have transformed how people’s tastes are influenced by others. Develop an engagement plan.

2016 267

2016 Innovation Marketing Insights 267

Happy or Not

AUGUST 28, 2023

As retailers analyze customer behavior and satisfaction , sales data, and historical trends, they optimize their operations and gain valuable insights that translate into an enhanced customer experience and sustained growth.

Retail 36

Retail Customer Satisfaction Competitive Advantage Loyalty 36

Bob Hayes

DECEMBER 17, 2017

Comparing Two Customer Survey Approaches - A new customer survey approach that requires only two open-ended questions provides customer insights that are comparable to a longer, more traditional customer survey. Also, thanks to my social media followers for sharing my work with your followers.

2017 46

2017 White Paper Blog Competitive Advantage 46

Thematic

MARCH 27, 2024

Voice of the Customer (VoC) data is your most powerful tool for uncovering the reasons behind customer churn. You gain insights beyond churn numbers by systematically collecting and analyzing customer feedback from various sources (surveys, reviews, social media, website interactions, and support tickets).

Feedback 62

Feedback Net Promoter Score Customer Centricity Customers 62

BirdEye

MARCH 24, 2023

Lead outreach involves connecting with prospects through email, social media, calls, or cold outreach. Make the customer experience sharable. Building an audience on the platform will lead to more customer insight. These encompass distinctive competencies and competitive advantages.

2023 98

2023 Return on Investment Social Media Sales 98

CustomerSuccessBox

JUNE 13, 2022

Customer intelligence (CI) is becoming a prominent competitive advantage in this age of increased competition with other organizations. We already knew that customer-centricity is critical for any SaaS company’s success. However, there are other aspects to being a customer-centric company.

Customer Success 52

Customer Success Net Promoter Score Customer Centricity Customers 52

Bob Hayes

DECEMBER 17, 2017

Comparing Two Customer Survey Approaches – A new customer survey approach that requires only two open-ended questions provides customer insights that are comparable to a longer, more traditional customer survey. Also, thanks to my social media followers for sharing my work with your followers.

2017 40

2017 White Paper Blog Competitive Advantage 40

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Thematic

DECEMBER 5, 2018

As much as companies talk a good game about big data, they do not seem to leverage it, or customer retention analytics, to its full extent. Interestingly, according to a study by Broadway Business , only 32% of respondents are satisfied with their company’s use of analytics to create a competitive advantage. Keen to know more?

Customer Retention 96

Customer Retention Competitive Advantage 2017 2014 96

Qualtrics

JULY 25, 2020

One of the best ways to understand what people are really saying about you in their environment, social listening should be an integral part of your brand strategy. Which, naturally, is what social listening is all about. What is social listening? What’s the difference between social listening and social monitoring?

Social Media 29

Social Media Brands Metrics Insights 29

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

SurveySparrow

OCTOBER 27, 2021

In simple terms, customer data can be collected using a range of customer experience technologies. Social media listening software. What Are the Benefits of Customer Intelligence Insights? Customer experience survey platforms can make collecting this kind of data easy. Feedback management software.

Social Media 52

Social Media NPS Customers Insights 52

C Space

NOVEMBER 21, 2019

Competitive advantage was won through efficiencies in manufacturing logistics, supply chains and distribution. They organised themselves around their own needs, not those of their customers. In the old days, insight teams did worthy, in-depth research which had a tendency to end up sitting in PowerPoint decks on shelves.

Net Promoter Score 66

Net Promoter Score Culture Retail Insights 66

Wootric

FEBRUARY 14, 2019

Director Analyst: Senior research analyst & executive advisor on Customer Experience at Gartner. He has implemented successful CX, VoC, social media and marketing programs and led highly-engaged teams, both co-located and remote around the globe. Why we love David : He’s VP of Customer Insights at Ancestry.com.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Bold360

NOVEMBER 21, 2016

. “I have learned in 2016 that our customers (aged 18-24 years old or the millennials) spend most of their time…” On their mobile devices. Since our customers are mainly millennials, they communicate more through our social media platforms (Facebook, Instagram, Twitter, etc.) than by email or phone.

2016 111

2016 2017 Customer Experience Social Media 111

Experience Matters

APRIL 7, 2015

Clarabridge connects to all sources of customer feedback, including ratings and reviews , chat , both Clarabridge-generated and third-party surveys , blogs and forums , emails , call centers , social media , and voice recordings. We brought the industry’s first customer engagement hub to market. NICE Systems.

2015 97

2015 Multi-Channel 2014 CEM 97

OpinionLab

OCTOBER 24, 2017

So you need to capture customer insight throughout the website redesign process. Direct customer feedback – When customers provide feedback in a format you’ve requested (e.g. Indirect customer feedback – feedback about you not directed at you (e.g. What don’t they like about it?

Reference 94

Reference Omnichannel Measurement Feedback 94

Currency Alliance

JUNE 22, 2017

Years ago, brands would attempt to shout the loudest in order to acquire and retain customers. Social media and the mass consumption of media on smartphones has led the modern consumer to expect a more personal experience in almost all interactions. This gives them a huge competitive advantage over other companies.

Loyalty 40

Loyalty Loyalty Programs 2017 Social Media 40

Lumoa

OCTOBER 31, 2018

For larger organizations, the top customer experience challenge will be figuring out how to strategically invest for the present while staying nimble for the future. You don’t need to worry about being left behind in five years if you can’t keep your customers for the next five weeks.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

SmartKarrot

SEPTEMBER 21, 2020

Gone are the days when you could anticipate customer needs and produce your offerings to succeed in the market. Customer focus service can be a competitive advantage if you have the right mindset. So how does the customer focus impact your business? Share customer insights company-wide.

Customer Focused 10

Customer Focused Culture Net Promoter Score ROI 10

Lumoa

NOVEMBER 21, 2023

When it comes to increasing profitability and retaining a loyal customer base, the ability to smartly source, analyze, and use customer feedback data to enhance services and products makes all the difference.

Feedback 83

Feedback Social Media Net Promoter Score Insights 83