5 Facts to End the ROI Debate on Customer Experience
Beyond Philosophy
NOVEMBER 10, 2014
. < [link] > “The ‘moment of truth’ in customer service.” February 2006. The Value of Customer Experience, Quantified. www.mckinsey.com. 26 August 2014.
2006 Consulting Customer centricity 
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“U.S. Employee Engagement Reaches Three-Year High.” Where Customer Experience and Value Delivery Are Concerned, Shouldn’t We Ask: ‘So What?’
Beyond Philosophy
MARCH 19, 2015
A recent article by a major employee research and engagement consulting organization led with the above headline. The consulting organization went on to conclude from these findings that “Recent trends suggest that improvements in engagement coincide with improvement in unemployment and underemployment.”,
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Getting Company Culture and Operations Right, and Keeping Them Right: What It Really Means to Be Stakeholder-Centric This Labor Day
Beyond Philosophy
JANUARY 16, 2018
A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” The author had several suggestions for building customer-centricity. Michael Lowenstein, Ph.D.,
Is ‘Being Human’ With Customers A New Concept? And, Does It Create Emotional, Experiential, Social and Financial Value?
Beyond Philosophy
JUNE 4, 2015
Just on the basis of comparison to the S & P 500, the public companies singled out by Firms of Endearment returned 1,026 percent for investors over the 10 years ending June 30, 2006, compared to 122 percent for the S & P 500, more than an 8 to 1 ratio. Bottom line: Being human is good for the balance sheet as well as stakeholders.
What is Customer Centricity DNA?
ClearAction
JANUARY 10, 2018
What is Customer Centricity DNA? What is customer-centricity DNA? And centricity means “being situated at the center; a position of central prominence or importance”. And centricity means “being situated at the center; a position of central prominence or importance”. Lynn Hunsaker. to-1 ratio.”.
Connecting Satisfaction With Behavior: Does The Service-Profit Chain (or The Employee Engagement-Profit Chain) Still Work?
Beyond Philosophy
JULY 12, 2016
Since first entering active HR use, employee engagement has had many meanings and interpretations, but relatively little of it has to do, by conceptual definition, specifically with impact on customer behavior. Employee Engagement: The Domino Effect on Customers. Customer Centric Employee Engagement.
CX Initiatives: What if Employees Are Not On Board?
Beyond Philosophy
DECEMBER 20, 2017
HR execs and consultants would say that what is needed is a higher level of employee engagement. Engagement is principally about fit, alignment, and productivity; so, more is needed to optimize customer experience. Reversing the Momentum of Dysfunctional Customer Information: Three Benefits of a Customer-Centric Approach to Data.
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