{"id":11613,"date":"2023-06-13T12:37:32","date_gmt":"2023-06-13T11:37:32","guid":{"rendered":"https:\/\/www.contactbabel.com\/?p=11613"},"modified":"2023-06-13T12:47:02","modified_gmt":"2023-06-13T11:47:02","slug":"customer-experience-organisations","status":"publish","type":"post","link":"https:\/\/www.contactbabel.com\/staging\/?p=11613","title":{"rendered":"How big a factor is customer experience in organisations\u2019 competition with industry rivals?"},"content":{"rendered":"

Given that any commercial organisation\u2019s fundamental purpose is to extract maximum profit for its shareholders, with this being generally achieved through a combination of driving up revenue and lowering costs, it is instructive to consider the role that <\/span>customer experience<\/span><\/a> has in the realisation of these objectives in the 2020s.\u00a0<\/span><\/p>\n

Factors like widespread Internet access and large-scale advertising have altered the landscape\u00a0<\/b><\/p>\n

Historically, businesses have principally focused on the variables over which they could exercise a significant degree of control, such as managing the internal costs they incur in production and service provision, as well as the likes of price setting and employee salaries.\u00a0<\/span><\/p>\n

However, there have been certain big changes in recent years that have served to transform the business landscape. One major factor has been the ever-greater use of technology across almost any and every aspect of a business\u2019s operations, which has resulted in unprecedented volumes of data that can be analysed.\u00a0<\/span><\/p>\n

Also greatly impacting on the \u2018field of play\u2019 for businesses has been large-scale advertising and customers\u2019 increasing tendency to turn first to the Internet for information on the products and services that they seek.\u00a0<\/span><\/p>\n

This has helped to make customers more aware of alternatives to the best-known brands\u2019 offerings. It is a situation that has led to greater price competition and companies feeling the need to differentiate themselves in ways that aren\u2019t detrimental to their \u2018bottom line\u2019.\u00a0<\/span><\/p>\n

Customer experience is playing a more profound role for many businesses\u00a0<\/b><\/p>\n

In the past, businesses have often sought to achieve differentiation in the eyes of potential customers, through one of two routes: offering a lower-cost product or service than rivals, or selling goods that are perceived to be higher in quality than those of competitors, with the latter option allowing for greater flexibility in pricing.\u00a0<\/span><\/p>\n

Recent times have seen customers increasingly come into contact with businesses through touchpoints \u2013 such as online shopping or contact centres \u2013 that could be considered as holding them at arm\u2019s length to the business.\u00a0<\/span><\/p>\n

Alongside this trend, businesses have increasingly competed with each other in order to deliver the best all-round CX, and therefore win customer favour.\u00a0<\/span><\/p>\n

What do the statistics say about the role of CX in competition between firms?\u00a0<\/b><\/p>\n

Recent research, as set out in ContactBabel\u2019s \u201c<\/span>UK Customer Experience Decision-Makers\u2019 Guide 2022-23<\/span><\/a>\u201d, entailed organisations being surveyed on the importance of multiple factors on which they competed with rivals. They were asked to rank three factors in order of importance: quality, price, and customer experience.\u00a0<\/span><\/p>\n

B2B organisations that responded to the poll put little emphasis on price as a competitive differentiator; indeed, a mere 15% ranked this factor in first place. That shouldn\u2019t be a great surprise, as B2B firms competing with each other on price tends to mean lower profit margins for all the businesses in that sector.\u00a0<\/span><\/p>\n

However, B2C firms gave an even lower score to this factor, with only a tenth (10%) of them stating that their organisation competed mainly on the basis of price.\u00a0<\/span><\/p>\n

These findings contrast with 38% of B2B respondents and 37% of B2C firms claiming that quality was their primary competitive factor.\u00a0<\/span><\/p>\n

It was particularly fascinating, however, to see that according to 48% of the B2B firms quizzed and 53% of those in the B2C sector, it was customer experience that constituted their number one means of gaining competitive advantage. Such figures are all the more interesting given that they have been going up on a year-on-year basis.\u00a0<\/span><\/p>\n

It can be seen as highly significant that about half of all the businesses surveyed stated that customer experience, instead of price or quality, was the principal factor upon which they wished to compete in the market.\u00a0<\/span><\/p>\n

Such data would seem to indicate that as far as the UK\u2019s senior business leaders are concerned, CX is becoming ever-more important for achieving profitability; however, it will also be intriguing to see how future economic pressures alter or reshape organisations\u2019 strategies.\u00a0<\/span><\/p>\n

Allow the latest ContactBabel CX research findings to guide your thinking\u00a0<\/b><\/p>\n

Would you like to learn more about how organisations\u2019 relationship with CX \u2013 and how to optimise it \u2013 varies in a range of key markets around the globe? If so, please feel free to <\/span>consult our free contact centre and CX research<\/span><\/a>, which could help inform your decision-making as an organisation over the months and years ahead.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

Given that any commercial organisation\u2019s fundamental purpose is to extract maximum profit for its shareholders, with this being generally achieved through a combination of driving up revenue and lowering costs, it is instructive to consider the role that customer experience has in the realisation of these objectives in the 2020s.\u00a0 Factors like widespread Internet access […]<\/p>\n","protected":false},"author":20,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[1],"tags":[],"class_list":["post-11613","post","type-post","status-publish","format-standard","hentry","category-uncategorized"],"acf":[],"yoast_head":"\nHow big a factor is customer experience in organisations\u2019 competition with industry rivals? - ContactBabel<\/title>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How big a factor is customer experience in organisations\u2019 competition with industry rivals? - ContactBabel\" \/>\n<meta property=\"og:description\" content=\"Given that any commercial organisation\u2019s fundamental purpose is to extract maximum profit for its shareholders, with this being generally achieved through a combination of driving up revenue and lowering costs, it is instructive to consider the role that customer experience has in the realisation of these objectives in the 2020s.\u00a0 Factors like widespread Internet access […]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.contactbabel.com\/staging\/?p=11613\" \/>\n<meta property=\"og:site_name\" content=\"ContactBabel\" \/>\n<meta property=\"article:published_time\" content=\"2023-06-13T11:37:32+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-06-13T11:47:02+00:00\" \/>\n<meta name=\"author\" content=\"Steve Morrell\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Steve Morrell\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/www.contactbabel.com\\\/staging\\\/?p=11613#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.contactbabel.com\\\/staging\\\/?p=11613\"},\"author\":{\"name\":\"Steve Morrell\",\"@id\":\"https:\\\/\\\/www.contactbabel.com\\\/#\\\/schema\\\/person\\\/640ee7c81fffe7769557c53dbd8d2678\"},\"headline\":\"How big a factor is customer experience in organisations\u2019 competition with industry rivals?\",\"datePublished\":\"2023-06-13T11:37:32+00:00\",\"dateModified\":\"2023-06-13T11:47:02+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.contactbabel.com\\\/staging\\\/?p=11613\"},\"wordCount\":738,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\\\/\\\/www.contactbabel.com\\\/#organization\"},\"articleSection\":[\"Uncategorized\"],\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\\\/\\\/www.contactbabel.com\\\/staging\\\/?p=11613#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.contactbabel.com\\\/staging\\\/?p=11613\",\"url\":\"https:\\\/\\\/www.contactbabel.com\\\/staging\\\/?p=11613\",\"name\":\"How big a factor is customer experience in organisations\u2019 competition with industry rivals? - ContactBabel\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.contactbabel.com\\\/#website\"},\"datePublished\":\"2023-06-13T11:37:32+00:00\",\"dateModified\":\"2023-06-13T11:47:02+00:00\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/www.contactbabel.com\\\/staging\\\/?p=11613#breadcrumb\"},\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/www.contactbabel.com\\\/staging\\\/?p=11613\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/www.contactbabel.com\\\/staging\\\/?p=11613#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\\\/\\\/www.contactbabel.com\\\/staging\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"How big a factor is customer experience in organisations\u2019 competition with industry rivals?\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/www.contactbabel.com\\\/#website\",\"url\":\"https:\\\/\\\/www.contactbabel.com\\\/\",\"name\":\"ContactBabel\",\"description\":\"Contact Centre Research\",\"publisher\":{\"@id\":\"https:\\\/\\\/www.contactbabel.com\\\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/www.contactbabel.com\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-GB\"},{\"@type\":\"Organization\",\"@id\":\"https:\\\/\\\/www.contactbabel.com\\\/#organization\",\"name\":\"ContactBabel\",\"url\":\"https:\\\/\\\/www.contactbabel.com\\\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\\\/\\\/www.contactbabel.com\\\/#\\\/schema\\\/logo\\\/image\\\/\",\"url\":\"https:\\\/\\\/www.contactbabel.com\\\/staging\\\/wp-content\\\/uploads\\\/2020\\\/02\\\/contact-babel-logo.jpg\",\"contentUrl\":\"https:\\\/\\\/www.contactbabel.com\\\/staging\\\/wp-content\\\/uploads\\\/2020\\\/02\\\/contact-babel-logo.jpg\",\"width\":900,\"height\":516,\"caption\":\"ContactBabel\"},\"image\":{\"@id\":\"https:\\\/\\\/www.contactbabel.com\\\/#\\\/schema\\\/logo\\\/image\\\/\"}},{\"@type\":\"Person\",\"@id\":\"https:\\\/\\\/www.contactbabel.com\\\/#\\\/schema\\\/person\\\/640ee7c81fffe7769557c53dbd8d2678\",\"name\":\"Steve Morrell\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/67de9ecbb5b59db3937bb48e75db528b628ab7faacdeb54b8f6bbc67fd3d150c?s=96&d=mm&r=g\",\"url\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/67de9ecbb5b59db3937bb48e75db528b628ab7faacdeb54b8f6bbc67fd3d150c?s=96&d=mm&r=g\",\"contentUrl\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/67de9ecbb5b59db3937bb48e75db528b628ab7faacdeb54b8f6bbc67fd3d150c?s=96&d=mm&r=g\",\"caption\":\"Steve Morrell\"},\"url\":\"https:\\\/\\\/www.contactbabel.com\\\/staging\\\/?author=20\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"How big a factor is customer experience in organisations\u2019 competition with industry rivals? - ContactBabel","robots":{"index":"noindex","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"og_locale":"en_GB","og_type":"article","og_title":"How big a factor is customer experience in organisations\u2019 competition with industry rivals? - ContactBabel","og_description":"Given that any commercial organisation\u2019s fundamental purpose is to extract maximum profit for its shareholders, with this being generally achieved through a combination of driving up revenue and lowering costs, it is instructive to consider the role that customer experience has in the realisation of these objectives in the 2020s.\u00a0 Factors like widespread Internet access […]","og_url":"https:\/\/www.contactbabel.com\/staging\/?p=11613","og_site_name":"ContactBabel","article_published_time":"2023-06-13T11:37:32+00:00","article_modified_time":"2023-06-13T11:47:02+00:00","author":"Steve Morrell","twitter_card":"summary_large_image","twitter_misc":{"Written by":"Steve Morrell","Estimated reading time":"4 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.contactbabel.com\/staging\/?p=11613#article","isPartOf":{"@id":"https:\/\/www.contactbabel.com\/staging\/?p=11613"},"author":{"name":"Steve Morrell","@id":"https:\/\/www.contactbabel.com\/#\/schema\/person\/640ee7c81fffe7769557c53dbd8d2678"},"headline":"How big a factor is customer experience in organisations\u2019 competition with industry rivals?","datePublished":"2023-06-13T11:37:32+00:00","dateModified":"2023-06-13T11:47:02+00:00","mainEntityOfPage":{"@id":"https:\/\/www.contactbabel.com\/staging\/?p=11613"},"wordCount":738,"commentCount":0,"publisher":{"@id":"https:\/\/www.contactbabel.com\/#organization"},"articleSection":["Uncategorized"],"inLanguage":"en-GB","potentialAction":[{"@type":"CommentAction","name":"Comment","target":["https:\/\/www.contactbabel.com\/staging\/?p=11613#respond"]}]},{"@type":"WebPage","@id":"https:\/\/www.contactbabel.com\/staging\/?p=11613","url":"https:\/\/www.contactbabel.com\/staging\/?p=11613","name":"How big a factor is customer experience in organisations\u2019 competition with industry rivals? - ContactBabel","isPartOf":{"@id":"https:\/\/www.contactbabel.com\/#website"},"datePublished":"2023-06-13T11:37:32+00:00","dateModified":"2023-06-13T11:47:02+00:00","breadcrumb":{"@id":"https:\/\/www.contactbabel.com\/staging\/?p=11613#breadcrumb"},"inLanguage":"en-GB","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.contactbabel.com\/staging\/?p=11613"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/www.contactbabel.com\/staging\/?p=11613#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.contactbabel.com\/staging\/"},{"@type":"ListItem","position":2,"name":"How big a factor is customer experience in organisations\u2019 competition with industry rivals?"}]},{"@type":"WebSite","@id":"https:\/\/www.contactbabel.com\/#website","url":"https:\/\/www.contactbabel.com\/","name":"ContactBabel","description":"Contact Centre Research","publisher":{"@id":"https:\/\/www.contactbabel.com\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.contactbabel.com\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-GB"},{"@type":"Organization","@id":"https:\/\/www.contactbabel.com\/#organization","name":"ContactBabel","url":"https:\/\/www.contactbabel.com\/","logo":{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/www.contactbabel.com\/#\/schema\/logo\/image\/","url":"https:\/\/www.contactbabel.com\/staging\/wp-content\/uploads\/2020\/02\/contact-babel-logo.jpg","contentUrl":"https:\/\/www.contactbabel.com\/staging\/wp-content\/uploads\/2020\/02\/contact-babel-logo.jpg","width":900,"height":516,"caption":"ContactBabel"},"image":{"@id":"https:\/\/www.contactbabel.com\/#\/schema\/logo\/image\/"}},{"@type":"Person","@id":"https:\/\/www.contactbabel.com\/#\/schema\/person\/640ee7c81fffe7769557c53dbd8d2678","name":"Steve Morrell","image":{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/secure.gravatar.com\/avatar\/67de9ecbb5b59db3937bb48e75db528b628ab7faacdeb54b8f6bbc67fd3d150c?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/67de9ecbb5b59db3937bb48e75db528b628ab7faacdeb54b8f6bbc67fd3d150c?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/67de9ecbb5b59db3937bb48e75db528b628ab7faacdeb54b8f6bbc67fd3d150c?s=96&d=mm&r=g","caption":"Steve Morrell"},"url":"https:\/\/www.contactbabel.com\/staging\/?author=20"}]}},"amp_enabled":true,"_links":{"self":[{"href":"https:\/\/www.contactbabel.com\/staging\/index.php?rest_route=\/wp\/v2\/posts\/11613","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.contactbabel.com\/staging\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.contactbabel.com\/staging\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.contactbabel.com\/staging\/index.php?rest_route=\/wp\/v2\/users\/20"}],"replies":[{"embeddable":true,"href":"https:\/\/www.contactbabel.com\/staging\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=11613"}],"version-history":[{"count":1,"href":"https:\/\/www.contactbabel.com\/staging\/index.php?rest_route=\/wp\/v2\/posts\/11613\/revisions"}],"predecessor-version":[{"id":11614,"href":"https:\/\/www.contactbabel.com\/staging\/index.php?rest_route=\/wp\/v2\/posts\/11613\/revisions\/11614"}],"wp:attachment":[{"href":"https:\/\/www.contactbabel.com\/staging\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=11613"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.contactbabel.com\/staging\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=11613"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.contactbabel.com\/staging\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=11613"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}