ijgolding

JULY 27, 2016

When you consider I left GE in 2004 – over twelve years ago, that is an impressive fact. Back in 1999, the concept of the ‘customer journey’ did not really exist. However, even then, GE were the masters at understanding end to end ‘processes’ as well as the importance of customer centricity.

Customer centricity 71

Customer centricity B2B B2C Advertising 71

Customer Relationship Metrics

JULY 26, 2017

This results in higher profits, lower costs, higher customer retention and referrals. Pierce, O’Driscoll, Coghlan, 2004). They were built when customer retention and referrals were not seen as top-of-mind issues and when cost containment drove decisions. And it sets agents up to fail in a customer-centric world.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

Netomi

JANUARY 5, 2022

LinkedIn: Augie Ray – Vice President Analyst – Customer Experience for CX and Marketing Leaders – Gartner. Our favorite content from Augie : The COVID-19 Dilemma: Remaining Customer-Centric When Customers Expect Incompatible Pandemic Rules. 20 Ways to Empathize With Stressed Out Customers.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98