Beyond Philosophy

MARCH 19, 2015

‘Employee engagement’ has many meanings and interpretations, but relatively little of it has to do, by conceptual definition, specifically with impact on customer behavior.

Employee engagement 261

Employee engagement Customer Experience Consulting Consulting 261

C3Centricity

JULY 2, 2016

It is what your customers think it is; its brand image, personality and its value to them. I was lecturing at Miami University a couple of weeks ago on brand image and personality. However, for me, a brand is created in both the minds and hearts of its customers. And this is where image and personality play vital roles.

Personalization 64

Personalization Marketing Advertising Metrics 64

PeopleMetrics

SEPTEMBER 17, 2015

It comes from psychologist Jonathan Haidt’s 2006 book, The Happiness Hypothesis , and it compares your emotional, automatic mental processes to an elephant—lumbering, inflexible, and massive. Motivating Customer Experience Improvement. Rather, it’s meant to illustrate the duality of every person. And your rational mind?

Customer Experience 120

Customer Experience Customer centricity Construction Feedback 120

Beyond Philosophy

DECEMBER 20, 2017

STAN: What do you think of a person who only does the bare minimum? Social Customer Service: The Savior to a Successful Omni-Channel Strategy. Reversing the Momentum of Dysfunctional Customer Information: Three Benefits of a Customer-Centric Approach to Data. STAN: Yeah. Let me ask you a question, Joanna.

Employee engagement 170

Employee engagement Customer advocacy Consulting Consulting 170

Beyond Philosophy

JUNE 4, 2015

To understand customers, the effective enterprise needs to think in human, emotional terms. To make the brand or company more attractive, and have more impact on customer decision-making, there must be an emphasis on creating more perceived value and more personalization. Are customer experiences ‘human’ and branded?

Airlines 360

Airlines Marketing Enterprise Advertising 360

PeopleMetrics

APRIL 28, 2015

In 2006, the most common reason customers visited a branch was to deposit funds. In 2014, the most likely reason a customer is in the branch is to resolve an issue. This means the customers' needs and expectations from the bank's employees are more demanding and higher than ever.

Banking 79

Banking Customer Experience Surveys Finance 79

GetFeedback

JANUARY 12, 2020

Southwest gets lots of negative feedback on their boarding approach and yet decided that fixing this problem would raise costs and eventually cause customers to defect. I personally would like to use Expedia, but again this is part of Southwest’s approach to keeping costs and prices low. Aircraft on the ground don’t make money!

Journey mapping 88

Journey mapping Airlines Feedback Customer Experience 88