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Article CX Impact

3 Building Blocks to Competitive Advantage

1. Understand your competitors product strategies and how users compare your brand to theirs.  

Both are key to building competitive advantage by focusing your efforts to differentiate your product.  What creates the advantage is going beyond simply measuring satisfaction to benchmarking satisfaction and other key metrics.  The competitive context drives critical decision making while ensuring that decisions aren't made in a vacuum.

One way this can be achieved is by Competitive UX Benchmarking — something offered by UserZoom (http://www.userzoom.com)

2. Going beyond surveys to building a living set of customer panels 

The power lies in not starting again each time. Established panels give you a fixed and established connection into your customer base — the key foundation for a deep well of data to drive your decision making.   That drives better decision making that builds competitive advantage.

Leading Voice of Customer vendor Questback (http://www.questback.com)gives clients access to its powerful Data Hub and Panel which combines a powerful database and a content management system for maintain the strong connection to customers.

3. Omnichannel contact center capabilities

Competitive advantage isn’t just build on features — its also as simple as being in more places that customers are.  As communication platforms grow, customers interact with brands in more and more ways.  Companies that have the deepest capabilities on all platforms, with a omnichannel support strategy begin with a competitive advantage before the ‘first shot is fired’.

Five9 (http://www.five9.com) is a leading contact center infrastructure provider and its Omnichannel Contact Center Solution gives clients the power to build an infrastructure competitive advantage.

These three areas span your organization's functional areas, but all share a customer centric focus on building competitive advantage.

Nov 4, 2016  
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It's impossible for companies to focus on the 'easy' market segments (ie. non millenials) and get comfortable with a less than competitive product or service offering. 

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