Beyond Philosophy
JULY 19, 2018
Thaler and Sunstein, 2008, 2009). But renewing a product automatically without checking with the customer is a horse of different color, isn’t it? You could argue that it puts the needs of the organization above the customers. I would counter with this: if you make it easy to opt-out, then you are still serving the customers.
PeopleMetrics
MAY 12, 2015
They’re built on customer service, and they’re a common reference for customer-centric discussion. Zappos even paid employees to quit after training as early as 2008. They pioneered free two-way shipping something like a decade ago. (At So they’ve been doing this type of thing for a long time.
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ijgolding
JUNE 25, 2017
My seven ‘tips’ that will enable any organisation to become genuinely customer centric, have allowed me to share my experiences, thoughts, case studies, successes and failures observed over the last twenty three years, helping organisations and practitioners to put the customer (and employees) at the centre of their respective universes!
ijgolding
OCTOBER 21, 2014
In 2014, it is very difficult to find an organisation who does not believe that the customer experience or being customer centric is NOT of value. The report is a fascinating assessment of the customer centric nature of brand names that we interact with on a daily basis.
Fonolo
MAY 16, 2019
Zappos is a great example of a company that has built a brand with world-class customer service. The mega-brand hit $1 billion in annual sales in 2008 and was sold to Amazon for $940 million in 2009. There are countless articles about this gesture, and the goodwill it generated for Zappos is arguably priceless.
ClearAction
MAY 28, 2015
Perhaps it’s because of stats like: 90% of executives say that customer experience is central to their strategies , but a whopping 86% don’t expect to see a significant uplift in business results from it. Too much company-centered thinking and not enough customer-centric business management. See the math problem here?
Lumoa
JANUARY 2, 2022
When you put the customer first like this, people talk. And nothing brings this point home more than what happened in 2008. Amazon’s “put buyer’s first” policy was the headline of a 2008 New York Times article when one of its authors—Joe Nocera—ordered a PlayStation 3 console for his son. The problem was, the PS didn’t come.
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