Beyond Philosophy

NOVEMBER 10, 2014

In the United Kingdom, the NCSI portfolio earned a return of 59 percent from April 2007 to June 2011, and the FTSE 100 had a negative return of 6 percent.” In addition, higher levels of customer satisfaction are tied to high levels of positive cash flows with low volatility, and positive earnings surprises. 26 August 2014.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Beyond Philosophy

OCTOBER 15, 2015

We know from our work with London Business School (that culminated in my bestselling book, The DNA of the Customer Experience, How emotions drive value , Palgrave Macmillan 2007) the emotions Frustrated and Valued are two that destroy and drive value, respectively. The post Customers Want Better Customer Service…or Else!

Customer Service 379

Customer Service Multichannel Self service CRM 379

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.,

Customer centricity 207

Customer centricity Banking Enterprise Consulting 207

Beyond Philosophy

OCTOBER 7, 2021

Do you take their customers for granted? Customer-centric organizations do not. So that begs the question, which I’ve posted before, what emotions are you trying to evoke in your customers, and what emotions would drive loyalty? . Subscribe today right here.

Airlines 432

Airlines Banking Accountability Customer centricity 432

Beyond Philosophy

JUNE 4, 2015

It also means that every transaction and touchpoint interaction, and the long-term relationship, needed to carry forward the organization’s unique character, must be a reflection of the perceived value represented to the customer. Kotler picked up a theme that was articulated in the 2007 book, Firms of Endearment.

Airlines 360

Airlines Marketing Enterprise Advertising 360

Amity

FEBRUARY 10, 2017

I was a pre-sales consultant and focused on helping sales land customers. Around 2007, I decided to move into the post-sales world because I wanted to get closer to the product, to the value proposition, and to the customer challenges that can be addressed through software. What type of metrics do you watch closely?

Marketing 80

Marketing Customer centricity Coaching Sales 80

aircall

JUNE 21, 2021

The company is well-known for going to great lengths to satisfy its customers, which its Bali location proved in 2007. . Not only is this incredibly frustrating, but giving the same information over and over again is also a waste of time (remember customer pain point number one?). The Problem. Multiple Interactions.

Sales 71

Sales Customer Experience Surveys Feedback 71