The benchmark that made rivals quote us
A call-center software vendor was invisible in a category dominated by two giants. The setup was a David with no megaphone. The angle was to become the neutral scorekeeper: build an independent benchmark of average customer-wait times across the whole industry, including the giants, with the methodology fully open.
The pitch positioned us as referee, not player: 'We measured average hold times across 50 brands. The worst keeps customers waiting 11 minutes; the best, 40 seconds. Full data attached.'
The result: 35 placements in customer-experience and business press, 28 with links, and the surprise twist, the two market leaders cited our benchmark in their own marketing, linking back to legitimize their good scores. Being the source everyone trusts beat being the loudest. The benchmark drew 13,000 sessions and 19 inbound link requests.
A CX trade editor said, 'You're the only vendor whose numbers I'd run without checking, because you included your own weak spots.'
Lesson: Rank yourself honestly alongside rivals and you become the citation. Cook the benchmark and you become a press release nobody links.
The Press Hook
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The benchmark that made rivals quote us
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